Senior Manager Major Incident Management (Hybrid)

Attendance Hybrid Job number 24996 Category Manager Status : Permanent City MONTREAL State Quebec Type of Contract Permanent Country Canada Schedule : Full-Time Full Time / Part Time? Full-Time Posting date 19-Feb-2025 Location : Montreal, Quebec City Montreal Province / State Quebec Area of Interest : Information technology

As Senior Director, Major Incident and Problem Management , within National Bank's IT Operations team, you will act as a leader in the field of IT stability. Your ability to mobilize your team towards a common goal, instill a sense of urgency during crises and investigations, and significantly improve root cause mitigation will have a positive impact on the achievement of National Bank's objectives.

Your role

• Manage, mentor and mobilize a dynamic team of developing professionals to become fully competent Major Incident Managers and Root Cause Investigators
• Act as a leader in the vision and strategy of transforming the team's mandate, moving from incident coordination to stability enablers
• Instilling a sense of urgency during major incidents among all teams and participants, and ensuring that the impacts of incidents are mitigated as quickly as possible
• Manage first-level escalations during major incidents
• Ensure the quality and timeliness of communications on major incidents, including communications to regulators, senior executives, and key stakeholders on the subject of the incident
• Replace your manager, if necessary, to communicate information to executives during planned and unplanned activities
• Coordinate incident post-mortem reviews, root cause analyses, and regulatory notifications, and liaise with the ITSM governance team for cross-cutting issues
• Provide weekly, monthly, and ad-hoc dashboards and reports for executives or stakeholders
• Document, improve, and communicate major incident management practices, root cause analysis standards, and problem-solving practices
• Lead continuous improvement efforts for all team practices, improve the execution of these practices by delivery towers, and work with process owners for process improvement opportunities
• Provide leadership in IT response and collaborate with the Cyber Security Incident team in the event of major cyber security incidents requiring an IT response
• Develop and maintain business relationships with key IT stakeholders (delivery towers, infrastructure, first and second line of risk, audit, and vendor partners) with the goal of influencing them to maximize IT stability
• Be an active Major Incident Manager in the on-call rotation, and a second-line escalation manager for IT operations within the rotation.

Your team The IT and Operations sector is made up of more than 5500 experts who work in an agile, proactive and collaborative manner to seize opportunities, stay on the cutting edge of technology and continuously improve processes.You will report to the Senior Director, OPERATIONS, IT SECURITY INFRASTRUCTURE AND ASSETS DIVISION.The Bank values continuous development and internal mobility. Our personalized training programs, based on learning in action, allow you to master your craft and develop new areas of expertise. Tools such as the Data Academy, language training, the Harvard Learning Center, and coaching and mentoring support are available to you at all times. Prerequisite

Languages : English, French Reason to require this language : you will need to discuss frequently with our service providers or partners who speak a language other than French.

Skills

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Business Alignment Communication Cybersecurity Decision Making Digital literacy Emotional Intelligence Learning Agility Managerial Courage Mobilization Partner Development Problem Solving Strategy Execution Team Alignment Technical Debt Remediation User-centered Design Your benefits In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.