Senior Incident And Problem Manager-Capital Markets
Would you like to ensure your incident management processes are optimized? Apply Now!
Working with one of our top financial clients, this role calls for a Senior Incident And Problem Manager-Capital Markets. This position involves overseeing service delivery, leading proactive problem management initiatives to address root causes of recurring issues within Capital Markets Technology and Operations globally. While incident management remains a reactive element, the focus is on strategic, preventative actions to enhance operational stability and ensure adherence to industry standards.
Pay rate range (CAD): $47.10/hr – $56.52/hr
Responsibilities
• Ensure Incident and Problem Management processes are consistently followed.
• Independently manage complex tasks, including addressing unique or high-impact issues.
• Conduct analysis to identify root causes and recommend effective solutions.
• Develop and maintain strong relationships with internal and external stakeholders.
• Facilitate stakeholder alignment on issues, resolutions, and process improvements.
• Analyze data to provide insights and strategic recommendations for operational enhancements.
• Lead or contribute to communication plans aimed at influencing behavior and improving service delivery.
• Execute routine service requests, queries, and transactions within established service levels.
• Organize and maintain accurate, complete work information and documentation.
• Respond to inquiries, resolve routine issues, or escalate as needed to senior team members.
• Collaborate cross-functionally to meet business objectives and deliver effective solutions.
• Stay current with industry best practices, trends, and regulatory requirements.
• Advise internal partners and peers on process and solution implementation.
• Use judgment to diagnose and resolve problems within defined guidelines.
• Support strategic initiatives and change management activities.
• Develop and disseminate regular and ad-hoc reports and dashboards.
• Contribute to risk management, compliance, and safeguard policies to protect customer assets and privacy.
• Identify and escalate suspicious activity related to money laundering or security concerns.
• Ensure adherence to legal and regulatory standards, including Anti-Money Laundering, FCAC, and Privacy Act.
• Focus primarily on business units within the organization, with potential enterprise-wide scope.
• Undertake broader responsibilities or assignations as needed.
Desired Skill-Set
• 4 to 6 years of relevant experience in incident/problem management or related fields.
• Expert knowledge of ITIL v3 or V4 frameworks and processes.
• ITIL certification.
• Hands-on experience with applications, operating systems, and network fundamentals (TCP/IP, routing, hardware).
• Proficiency with PowerBI.
• Experience using ServiceNow.
• Knowledge of Confluence and Jira.
• Advanced Excel skills.
• Strong attention to detail.
• Excellent written and verbal communication skills.
• Proven ability to investigate root causes and communicate effective fixes.
Nice to Have
• Previous experience within banking institutions, particularly in Capital Markets.
• Graduate degree in Computer Science or a related technical discipline.
BeachHead is an equal opportunity agency and employer. We advocate for our candidates and welcome applicants regardless of race, color, religion, national origin, sex, age, or physical or mental disability. BeachHead or our clients may use technology-enabled tools, including automation and artificial intelligence (AI), to support parts of the recruitment process such as resume screening, application management, and candidate matching. These tools assist our recruiters and our clients, and do not replace human decision-making. This job posting represents a current or anticipated vacancy. The position may be filled at any time, and the posting may be removed without notice once the role has been filled.