The Senior Manager, Incident & Problem Management is accountable to ensure efficient, reliable, and available technology service delivery for Channels Technology.
The incumbent will liaison with all internal IT teams, vendors, business representatives and LOB management, coordinating the rapid recovery of incidents in a 24 / 7 environment.
The incumbent will coordinate the communication of planned infrastructure outages as well as unplanned major infrastructure problems;
ensuring affected users and management receive updates and resolution notifications. The candidate will help facilitate the use of the ITIL framework and actively contribute to and participate in problem identification and severity assessment as well as the overall Incident and Problem resolution, including leading Root Cause Analysis Investigations and ensuring Remediation plans are implemented. ACCOUNTABILITIES
Maintains an understanding of all major problems, issues, trends, and changes in the supported environments.
5+ years of People Manager experience
Partners with Technology, Product Operations, LOB executives and senior management to ensure awareness of service issues, trends, and mitigation plans.
Continuously seeks improvement opportunities to ensure service availability and Channels Technology platform expectations are managed and met.
Facilitates effective working relationships between Channels Technology & technology partners through value-added representation of each business groups service needs, priorities, and issues..
7 / 24 / 365 on call requirement in support of major incidents coupled with Major Incident participation
Tracks incidents to ensure root cause is identified, mitigation plans are in place and summaries provided to business partners.
Governs control mechanisms for reliable and available service to Channels Technology Platform in accordance with SLA’s
Acts as escalation point for systemic customer satisfaction issues in Channels Technology groups
Implements standards for technical documentation, incident and problem management, and management reporting
Is responsible for ensuring continuity, availability, and service restoration
Expedites timely, efficient, and effective resolution of service issues in order to optimize reliability and availability of systems
Represents CIO Teams at client’s Executives / Senior Management committees and meetings to ensure responsive and comprehensive understanding of issues and opportunities
Recommends integrated solutions and opportunities to CIO’s and their Senior Managers to increase quality of service and client satisfaction
Accountable to ensure timely and effective resolution of service issues for Channels Technology to optimize availability and reliability of service
Contributes to BMO Financial Group’s overall business results by making recommendations that significantly improve operational efficiency and effectiveness
Possesses a university degree / college diploma in related discipline(s) or equivalent work experience, and / or 10+ years’ experience in operations management position
General knowledge of Bank’s technical environments and supported applications
Displays expert knowledge of Bank technology standards and guidelines
Demonstrates advanced experience in service level agreements management and vendor relations
Is able to achieve results that meet both short and long term business objectives
Exhibits a proven track record in achieving or exceeding objectives
Maintains an advanced understanding of the T&O organization and stays abreast of the current organizational state
Demonstrates advanced knowledge of ITIL framework; Problem Management, Change Management, Incident, Configuration, Release Management and Service Level Management.
Possesses expert communication skills, both written and verbal
Is able to effectively persuade, convince, and negotiate with influence in order to support platform objective
Good understanding of statistical and analytical principles and processes.
Practical application of ITSM operational processes.
Demonstrates expert relationship management skills, advanced management and coaching skills
Proven ability to manage in crisis situations and work under high stress conditions
Demonstrates expert problem solving skills
Illustrates expert planning and project management skills
Exhibits advanced leadership skills
Is highly motivated and adaptable
We’re here to help
At BMO we have a shared purpose; we put the customer at thecentre of everything we do helping people is in our DNA. For 200 years wehave thought about the future the future of our customers, our communities andour people.
We help our customers and our communities by working together,innovating and pushing boundaries to bring them our very best every day.
Together we’re changing the way people think about a bank.
As a member of the BMO team you are valued, respected andheard, and you have more ways to grow and make an impact. We strive to help youmake an impact from day one for yourself and our customers.
We’ll support youwith the tools and resources you need to reach new milestones, as you help ourcustomers reach theirs. From in-depth training and coaching, to manager supportand network-building opportunities, we’ll help you gain valuable experience,and broaden your skillset.
BMO is committed to an inclusive, equitable and accessibleworkplace. By learning from each other’s differences, we gain strength throughour people and our perspectives.
Accommodations are available on request forcandidates taking part in all aspects of the selection process. To requestaccommodation, please contact your recruiter.