Major Incident Manager

The role for the Senior Major Incident Manager is to manage restoration of compromised IT systems working with RBC support teams and businesses. Directing Subject Matter Experts (SME) in triage, stabilization, thereby returning IT systems to a functional state until a permanent solution can be implemented.

Requirements

• Broad understanding of major elements of technology to facilitate discussions with business and enable effective communication with subject matter experts.
• Knowledge of Networking processes and methodologies
• Knowledge of Operating Systems (Windows/Unix/AIX/Linux)
• Knowledge of Mainframe, Tandem and iSeries Technologies
• Knowledge of Cloud Environments
• ITIL v4: Foundations, Operational Support & Analysis
• Able to work effectively under pressure with multiple priorities.
• Ability to work in shifts
• Excellent telephone etiquette and verbal communication skills when speaking to others which demonstrates an organized and serious atmosphere.
• Strong influence and negotiation skills is essential; Demonstrated leadership ability
• Ability to establish trust through building relationships and demonstration of capabilities.
• Previous communication experience with an emphasis on dispatching assignments and information.
• Broad understanding of major elements of technology to facilitate discussions with business and enable effective communication with subject matter experts.
• Strong Banking Domain knowledge
• Ability to make independent decisions and adapt responsibility.
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks with minimal supervision.
• Experience with documentation & control systems: SharePoint, Servicenow, Moogsoft, Dynatrace, SAP, etc.
• Knowledge and execution of Problem Management using SRE methodology and practices.
• Ability to work in shifts; Motivated self-starter with ability to be flexible.

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• A world-class training program in financial services
• Flexible work/life balance options
• Opportunities to do challenging work.