Incident/Problem Management Specialist

Job not on LinkedIn

🔥 1 minute ago

🇨🇦 Canada – Remote

💵 $70k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 21 days.

Apply Now

Find Similar Remote Jobs

BMO U.S.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

BMO U. S. is a diversified financial services company operating in the United States. It offers a broad range of financial products and services including personal and business banking, mortgage services, investments, financial planning, insurance, and wealth management. Additionally, it provides commercial loans, commercial mortgages, and other financial solutions tailored for small businesses and large enterprises. The company places a strong emphasis on customer service and offers digital and cross-border banking solutions to meet the needs of diverse clients. BMO U. S. is also involved in asset management and capital markets operations, making it a full-service financial institution.

📋 Description

• Provide critical leadership in remediation of incidents affecting Canadian Digital Banking • Participate as a stakeholder in major enterprise incidents • Provide timely incident updates to business and technical partners • Manage incidents and problems using ServiceNow and ITIL principles • Lead problem review sessions and incident post-mortems • Use data analytics to identify incident trends and themes and improve organizational resiliency • Prepare and enhance availability and stability metrics, reporting, and dashboards using ServiceNow, Power BI, and Co-Pilot • Participate in CABs to challenge upcoming changes and assess potential issues or outages • Prepare and enhance knowledge-base documents using SharePoint and Confluence • Improve the service lifecycle from inception and design through deployment, operation, and refinement • Monitor, restore, change, support, and handle day-to-day activities for mission-critical systems 24/7/365 • Monitor and restore infrastructure, applications, and security while meeting service-level agreements • Provide Help/Service Desk support and coordinate Incident Management • Deploy changes to production and engage third-party providers during incidents • Respond immediately to production program or system problems • Participate in testing cycles and deploy, implement, and provision applications and infrastructure • Provide technical expertise and oversight on the production floor • Recommend and implement solutions based on issue analysis and business implications • Identify emerging issues and trends to inform decision-making • Conduct independent analysis and assessment to resolve strategic issues • Build relationships across IT and business units • Monitor and track performance and address issues • Analyze data and information to provide insights and recommendations • Participate in internal and external regulatory inspections • Develop countermeasures to improve production, equipment reliability, and compliance • Provide end-to-end technology support for computers, applications, networks, and storage, including root-cause analysis • Promote new processes, systems, technology, operations, and expanded capabilities • Proactively monitor system performance and identify operational improvements • Support deployment activities and manage implementation issues to resolution • Provide initial triage, investigation, and fast incident-resolution turnaround • Monitor technical infrastructure, applications, and business transactions through automated systems and instrumentation • Provide inbound call assistance to end users for application, technical, and IMACD needs • Collaborate with appropriate areas across the bank • Develop operational knowledge assets and promote standards and industry best practices • Mentor employees and build communities of practice and technology networks • Stay current with industry technical and business trends through professional associations, practice communities, and individual learning • Provide specialized consulting, analytical, and technical support • Independently diagnose and solve problems, including non-routine situations • Apply BMO's Risk Management Framework, policies, standards, procedures, and applicable laws and regulations

🎯 Requirements

• Undergraduate degree in Computer Science or a related technical field, or equivalent practical experience • Typically 4-7 years of work experience in an IT or business environment and/or BS/BA or MBA/MS in computer science, engineering, information systems, math or business • Experience with operating systems and/or networking, including TCP/IP, routing, network topologies and hardware • Experience analyzing and troubleshooting large-scale distributed systems • ITIL-aligned systematic problem-solving approach • Extensive investigative and diagnostic skills • Familiarity with AI prompt generation and iterative analytics • Advanced technical skills and ability to learn and apply new skills quickly • Solid relationship management, communication, and coaching skills • Solid facilitation, conflict management, and negotiation skills • Skilled at decision making in stressful conditions • Understanding of IT operating processes and mandatory monitoring, logging, and alerting standards • Knowledge of support and operations practices, concepts, and technology obtained through formal training and/or work experience • Technical and/or business functional knowledge of systems, tools, timing, and dependencies • Deep knowledge and technical proficiency gained through extensive education and business experience • In-depth verbal and written communication skills • In-depth collaboration and team skills • In-depth analytical and problem-solving skills • In-depth influence skills • In-depth data-driven decision-making skills

🏖️ Benefits

• Health insurance • Tuition reimbursement • Accident and life insurance • Retirement savings plans • Performance-based incentives • Discretionary bonuses • Other perks and rewards • In-depth training and coaching • Manager support • Network-building opportunities • Accommodations available on request during the selection process

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume