Senior Incident, Problem & Change Specialist

One of our goals is to fail small and learn fast.  The Senior Incident, Problem & Change Specialist will focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient.

The Incident, Problem & Change Specialist is accountable for tracking, and managing technology incidents experienced within the bank, while driving the restoration of services at pace.  A key part of this role is effective communication across all stakeholders and teams within the bank, in both verbal and written form while working under pressure at a fast pace.

The role is responsible for managing the processes, guidelines, standards and tools related to Major and other high priority Incidents. This encompasses performing Root Cause Analysis.

The role is responsible for managing the lifecycle of Problems, with the aim of preventing incidents from happening or reoccurring.  The Incident, Problem & Change Specialist will record and manage problems through to resolution by performing root cause analysis, coordinating third party analysis, and communicating with stakeholders. They will ensure workaround and solution suitability will establish service level objectives, indicators and agreements (SLOs, SLIs and SLAs) for critical systems and channels, including championing automated monitoring and data aggregating to streamline reporting of metrics.

This role is also responsible for managing the lifecycle of Changes with the goal of ensuring appropriate due diligence and documentation exists to reduce risk and proactively have a rollback strategy to minimize impact if issues 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 ensuring that all major incidents are dealt with effectively and with minimum disruption to live service and SLAs.