Join a Challenger

At 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 Work

One of our goals is to fail small and learn rapid. 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 SLAs
- Establish and maintain timely communications with all stakeholders to ensure they are informed of service statuswith clear and comprehensive updates
- Manage stakeholder expectations and update people on progress or slippages




- Host both technical and managerialconference 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 escalationsthrough internal and supplier teams as needed to heighten visibility and engagement
- Maintain accurateandthoroughlydetailedrecords ofincidents
- 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 timingat the time of incident an also asongoing reporting on a cadence
- Minimize and mitigatebusiness-impacting incidents through controlled problem identification and responsive / proactive service improvement plans
- Identifythe underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround
- Ensure thatafter a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated
- Undertake areviewof theresolution of a Problem to preventreoccurrenceand learn any lessons for the future
- Draw appropriate attention towards aging and inactive problems
- Verify ifthe Problems marked as closed have beenfully resolved
- Provide extended and off-hour support a

📌 Senior Incident, Problem (Toronto)
🏢 Kinvie
📍 Toronto