The Core Responsibilities! Determine the severity of a potential major incident that has been raised by the business (per priority matrix) Drive successful and timely restoration services of major incidents within response and resolution time SLAs Establish and maintain timely communications with all stakeholders to ensure they are informed of service status with clear and comprehensive updates Manage stakeholder expectations and update people on progress or slippages Host both technical and managerial conference calls, and facilitate effective incident management throughout the incident lifecycle Spin-up command centres (virtual/physical) as needed based on priority of incidents, including call-tree escalations to Level 2 / 3 experts as needed Own the creation and distribution of succinct communications on command centre progress and activities, for both front-line technical staff and executive leaders Co-ordinate / facilitate escalations through internal and supplier teams as needed to heighten visibility and engagement Maintain accurate and thoroughly detailed records of incidents Accountable for gathering required information from business and technology to enable effective Root Cause Analysis Produce and maintain Executive level reporting of incidents, including number of customers impacted and restoration timing at the time of incident an also as ongoing reporting on a cadence Minimize and mitigate business-impacting incidents through controlled problem identification and responsive / proactive service improvement plans Identify the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround Ensure that after a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated Undertake a review of the resolution of a Problem to prevent reoccurrence and learn any lessons for the future Draw appropriate attention towards aging and inactive problems Verify if the Problems marked as closed have been fully resolved Provide extended and off-hour support as needed to manage command centres and communications Manage processes to ensure on-call team schedules, systematic call-trees, and distribution lists are accurate and up to date Develop,



monitor and maintain change management standards and procedures based on effectiveness Ensure that all changes are properly documented, reviewed, and approved Manage the change schedule and ensure that changes are implemented in a timely and efficient manner Work with stakeholders to identify potential risks and develop mitigation strategies Ensure that all changes are properly tested and validated before implementation Facilitate change advisory board (CAB) meetings Ensure that all changes are properly communicated to stakeholders and end-users Review and update SOPs, policies and business processes to improve performance Let''s Talk About You! University degree in business administration or a technology-related field required, or equivalent work experience Incident, Problem & Change management with Major Incident Response experience preferable 3 years of experience with technical incident resolution or product defect resolution Strong written and verbal communication, with an ability to articulate issues simply, concisely, accurately and clearly for both technical working level teams and executives An ability to work efficiently, effectively and collaboratively Knowledge of ITIL 4 practices Analytical mind capable of managing numerous information sources and providing meaningful data analysis reports to senior management Organized, structured, logical thinking and detail oriented analytic skills Multi-tasking can manage several concurrent initiatives with pace and prioritise demands whilst maintaining composure Experience with tracking incidents, problems and changes including providing dashboard views of good performance & gaps over time Strong knowledge of Service

Now, Confluence and Jira is required Strong attention to detail, keen problem-solving skills, with experience performing impact and root cause analyses, recommending solutions, and supporting resolution efforts Ability to approach problems logically and with valuable judgment to ensure the appropriate outcome Capacity to adapt to and manage change in a fast-paced,



dynamic environment Personal maturity, personable, credible, professional presence Coordinative authority, Calm under pressure Ability to work professionally with other teams and individuals to get things done quickly What we offer [For full-time permanent roles] Competitive discretionary bonus Market leading RRSP match program Medical, dental, vision, life, and disability benefits Employee Share Purchase Plan Maternity/Parental top-up while you care for your little one Generous vacation policy and personal days Virtual events to connect with your fellow colleagues Professional development and comprehensive Career Development program A fulfilling opportunity to join one of the top Fin

Techs and help create a new kind of banking experience The incumbent will be working hybrid and in office time will be spent working from EQ Banks additional office space located at 2200-25 Ontario Street, Toronto, ON .

Equity, Diversity & Inclusion EQ 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.

Were equally committed to supporting your growth, both professionally and personally.

We provide a barrierfree 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 and .

📌 Senior Incident, Problem & Change Specialist (Toronto)
🏢 Equitable Bank
📍 Toronto