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Major incident manager

National Bank

This is a Contract position in Montreal, QC posted November 8, 2021.

Employee Status: Regular
Schedule: Full-time

  • Do you want to be part of a great team in an environment of collaboration and complicity to coordinate major IT incidents?
  • Are you a team player, recognized for your leadership and in addition your main strength is to mobilize and coordinate IT experts in crisis situations?
  • Are you looking for a proactive role in managing urgent incidents before they have major impacts?

We want to get to know you!

What will you be doing:

  • Support and coordination of major incidents to ensure that they comply with the policies, procedures, standards, and guidelines established by the process.
  • Ensure the efficiency of the incident management process and initiate corrective actions, when required.
  • Coordinate the various stakeholders including the technical teams during the management of major incidents.
  • Rigorously communicate the status and follow-ups of major incidents to internal and external stakeholders.
  • Ensure the continuity and quality of post-incident activities and the analysis of the root causes of incident tickets.
  • Ensure a dynamic and professional relationship both with partners and subcontractors and with managers of other technological sectors of the Bank.
  • Define, strengthen, and optimize communications processes.
  • Act as a “coach” with less experienced colleagues, if required.
  • Ensure a permanent watch on major incidents. (24/7/365 on rotation).
  • Identify infrastructure and application trends with recurring incidents.
  • Ensure an evolving documentation of the incidents being monitored.
  • Ensure the governance of incidents so that they are properly documented with rigor and diligence.

Your profile and the skills we are looking for:


  • Exemplary communicator with the ability to create high quality verbal and written summaries that are comprehensive, accurate and adaptive to technology or business partners down to executive level
  • Highly motivated team player
  • Ability to lead with integrity and remain calm during stressful situations while managing multiple requests and changing priorities
  • Attention to detail when completing any documentation during and after an incident
  • Obtain the skills needed in decision making

Crisis management:

  • Ability to absorb and quickly understand complex technical situations under pressure
  • Ability to facilitate conversations with large groups of people and be a leader on technical calls with multiple support teams
  • Ability to translate technical incidents into simple terms
  • Enthusiasm to learn new technologies, make new contacts and influence proper IT practices
  • Excellent organizational skills, with the ability to manage multiple tasks simultaneously while managing priorities

Technical attributes:

  • Troubleshooting skills within a support environment, including a strong sense of willingness and eagerness to resolve incidents.
  • Understanding and experience of the technology used in a large infrastructure environment is required (Linux, network, servers, databases, web infrastructure, storage, cloud, cybersecurity, etc.).

Other strengths:

  • Prior experience in major incident management required (3 years or more)
  • ITIL Foundation V3 certification, or a clear understanding of its practices
  • Experience in operating IT services and/or coordinating IT changes
  • Coaching experience
  • Experience in risk mitigation
  • Understanding of banking products, systems (Central, Web, AS400, RISC6000, etc.), financial markets and the regulatory aspect of banks (technological risks, COBIT).

The Bank has innovated by modernizing its performance evaluation system to better meet our clients’ evolving needs. From now on, the corporate values (expected behaviours) of partnership, agility and empowerment count as much as the business objectives.

Working at National Bank means having access to competitive working conditions, a wide range of employee benefits, a dynamic work environment and telemedicine services.

National Bank values all aspects of diversity and sees it as a tremendous source of wealth. We want to offer an open, respectful work environment where all employees can achieve their full potential. Senior management has made a concrete commitment to promote this value across all sectors of the organization. We’re committed to providing accommodations as needed and ensuring accessibility during the recruitment process and after hiring. If you have any specific needs, please let us know during our initial conversation and we’ll be happy to accommodate you.

JobField: Project Management
Unposting Date: 2021-11-22
Job Number: PRO001EG
Posting Date: 2021-11-08