Join a ChallengerAt EQ, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions.We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.What's kept us moving? The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward.If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity.We can’t wait to get to know you!The WorkOne of our goals is to fail small and learn fast. TheIncident and Problem Managerwill focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient.TheIncident,Problem& Change Specialistis accountable fortracking,and managingtechnologyincidentsexperiencedwithin the bank, whiledrivingtherestorationof servicesatpace.A key part of thisroleiseffectivecommunicationacrossall stakeholders and teamswithin the bank, in both verbal and written formwhile working underpressure at a fast pace.The role isresponsible for managing theprocesses, guidelines, standardsand tools related toMajor and other high priorityIncidents. This encompassesperforming Root Cause Analysis.The role isresponsible for managing the lifecycle ofProblems, with the aim of preventing incidents from happeningor reoccurring.TheIncident, Problem & Change Specialistwill record and manage problems through to resolution by performing root cause analysis, coordinating third party analysis, and communicating with stakeholders.They willensure workaround and solution suitabilitywill establishservice level objectives, indicators and agreements (SLOs, SLIs and SLAs)for critical systems and channels, includingchampioning automated monitoring and data aggregating to streamline reporting of metrics.This role is also responsible for managing the lifecycle of Changeswith the goal of ensuring appropriate due diligence and documentationexists to reduce risk and proactively have a rollback strategy to minimize impactifissues arise. As a gatekeeper for the Change process, this role ensures adherence to the Change Enablement standard, processes and Change Advisory Board (CAB)expectations.Success in this role will be demonstrated by ensuringthatallmajorincidentsare dealt with effectively and with minimum disruption to live serviceandSLAs.The Core Responsibilities!Determinethe severity of apotential majorincident that has been raised by the business (perpriority matrix)Drivesuccessful and timely restorationservicesofmajorincidentswithin response and resolution time SLAsEstablish and maintain timely communications with all stakeholders to ensure they are informed of service statuswith clear and comprehensive updatesManage stakeholder expectations and update people on progress or slippagesHost both technical and managerialconference calls,and facilitate effective incident management throughout the incident lifecycleSpin-up command centres (virtual/physical)



as needed based on priority of incidents, including call-tree escalations to Level 2 / 3 experts as neededOwn the creation and distribution of succinct communications on command centre progress and activities, for both front-line technical staff and executive leadersCo-ordinate / facilitate escalationsthrough internal and supplier teams as needed to heighten visibility and engagementMaintain accurateandthoroughlydetailedrecords ofincidentsAccountable for gathering required information from business and technology to enable effective Root Cause AnalysisProduce and maintain Executive level reporting of incidents, including number of customers impacted and restoration timingat the time of incident an also asongoing reporting on a cadenceMinimize and mitigatebusiness-impacting incidents through controlled problem identification and responsive / proactive service improvement plansIdentifythe underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaroundEnsure thatafter a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updatedUndertake areviewof theresolution of a Problem to preventreoccurrenceand learn any lessons for the futureDraw appropriate attention towards aging and inactive problemsVerify ifthe Problems marked as closed have beenfully resolvedProvide extended and off-hour support as needed to manage command centres and communicationsManageprocesses to ensure on-call team schedules, systematic call-trees,and distribution listsare accurate andup to dateDevelop, monitor and maintain change management standards and procedures based on effectivenessEnsure that all changes are properly documented, reviewed, and approvedManage the change schedule and ensure that changes are implemented in a timely and efficient mannerWork with stakeholders to identify potential risks and develop mitigation strategiesEnsure that all changes are properly tested and validated before implementationFacilitate change advisory board (CAB) meetingsEnsure that all changes are properly communicated to stakeholders and end-usersReview and update SOPs, policies and business processes to improve performanceLet's Talk About You!University degreein business administration or a technology-related field required, or equivalent work experienceIncident,Problem& ChangemanagementwithMajor IncidentResponse experience preferable3years of experience with technical incident resolution or product defect resolutionStrongwritten and verbal communication, with an ability to articulate issuessimply,concisely, accurately and clearlyfor both technical working level teams and executivesAnabilityto work efficiently,



effectively andcollaborativelyKnowledge of ITIL 4 practicesAnalytical mind capable of managing numerous information sources and providingmeaningfuldata analysis reports to senior managementOrganized, structured, logical thinking and detail oriented analytic skillsMulti-tasking – can manage several concurrentinitiativeswith paceand prioritise demandswhilst maintaining composureExperience with tracking incidents,problemsandchanges includingproviding dashboard views ofgood performance & gaps overtimeStrong knowledge ofServiceNow, Confluence and Jirais requiredStrong attention to detail, keen problem-solving skills, with experience performingimpact and root cause analyses, recommending solutions, and supportingresolution effortsAbility to approach problems logically and with positive judgment to ensure theappropriate outcomeCapacity to adapt to and manage change in a fast-paced, dynamic environmentPersonal maturity, personable, credible, professional presenceCoordinative authority, Calm under pressureAbility to work professionally with other teams and individuals to get things done quicklyWhat we offer [For full-time permanent roles]Competitive discretionary bonusMarket leading RRSP match programMedical, dental, vision, life, and disability benefitsEmployee Share Purchase PlanMaternity/Parental top-up while you care for your little oneGenerous vacation policy and personal daysVirtual events to connect with your fellow colleaguesProfessional development and comprehensive Career Development programA fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experienceThe incumbent will be working hybrid and in office time will be spent working from EQ Bank’s additional office space located at 2200-25 Ontario Street, Toronto, ON.Equity, Diversity & InclusionEQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported. We believe our organization is stronger — and our people thrive — when we honour and celebrate diverse experiences, identities, and perspectives. We’re equally committed to supporting your growth, both professionally and personally.We provide a barrier‑free recruitment process and work environment. If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country's seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada's Challenger Bank™. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.To learn more, visit eqb.Investorroom.Com and eqbank.Ca.#J-18808-Ljbffr

📌 Senior Incident, Problem & Change Specialist (Winnipeg)
🏢 EQ
📍 Winnipeg