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About the Role

The Incident, Problem & Change Specialist will focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient. This role is accountable for tracking and managing technology incidents, driving service restoration, and performing Root Cause Analysis.

Responsibilities

• Determine the severity of a potential major incident.
• Drive successful and timely restoration of services within SLAs.
• Establish and maintain timely communications with stakeholders.
• Manage stakeholder expectations and update on progress.
• Host technical and managerial conference calls.
• Spin-up command centres as needed.
• Own the creation and distribution of command centre progress communications.
• Co-ordinate and facilitate escalations through internal and supplier teams.
• Maintain accurate and detailed records of incidents.
• Gather required information for effective Root Cause Analysis.
• Produce and maintain Executive level reporting of incidents.
• Minimize and mitigate business-impacting incidents through controlled problem identification and improvement plans.
• Identify root cause and triggers of a Problem and initiate solutions or workarounds.
• Ensure Problem Records contain historical descriptions and Known Error Records are updated.
• Undertake a review of Problem resolution to prevent reoccurrence.
• Draw attention towards aging and inactive problems.
• Verify if Problems marked as closed have been fully resolved.
• Provide extended and off-hour support as needed.
• Manage processes for on-call team schedules, call-trees, and distribution lists.
• Develop, monitor, and maintain change management standards and procedures.
• Ensure all changes are properly documented, reviewed, and approved.
• Manage the change schedule and ensure timely implementation.
• Work with stakeholders to identify potential risks and develop mitigation strategies.
• Ensure all changes are properly tested and validated before implementation.
• Facilitate change advisory board (CAB) meetings.
• Ensure all changes are properly communicated to stakeholders and end-users.
• Review and update SOPs, policies, and business processes to improve performance.

Requirements

• University degree in business administration or a technology-related field, or equivalent work experience.
• Incident, Problem & Change management with Major Incident Response experience preferable.
• 3 years of experience with technical incident resolution or product defect resolution.
• Strong written and verbal communication skills.
• Ability to work efficiently, effectively, and collaboratively.
• Knowledge of ITIL 4 practices.
• Analytical mind capable of managing numerous information sources and providing meaningful data analysis reports.
• Organized, structured, logical thinking and detail-oriented analytic skills.
• Multi-tasking capabilities with ability to prioritize demands.
• Experience with tracking incidents, problems, and changes, including providing dashboard views.
• Strong knowledge of ServiceNow, Confluence, and Jira is required.
• Strong attention to detail, keen problem-solving skills, with experience performing impact and root cause analyses.
• Ability to approach problems logically and with good judgment.
• Capacity to adapt to and manage change in a fast-paced, dynamic environment.
• Personal maturity, personable, credible, professional presence.
• Coordinative authority, calm under pressure.
• Ability to work professionally with other teams and individuals to get things done quickly.
• Must successfully complete a criminal background check and credit check.

Skills

• Incident Management
• Problem Management
• Change Management
• Major Incident Response
• Technical Incident Resolution
• Product Defect Resolution
• Written Communication
• Verbal Communication
• ITIL 4
• Data Analysis
• ServiceNow
• Confluence
• Jira
• Root Cause Analysis
• Impact Analysis

Location

• Toronto, ON

Work Type

• Hybrid

Experience Level

• 3 years of experience

Education Level

• University degree in business administration or a technology-related field, or equivalent work experience

Benefits

• Competitive discretionary bonus
• Market leading RRSP match program
• Medical, dental, vision, life, and disability benefits
• Employee Share Purchase Plan
• Maternity/Parental top-up
• Generous vacation policy and personal days
• Virtual events
• Professional development and comprehensive Career Development program

About the Company

• EQ is remaking banking so every Canadian gets ahead, every day.
• Serving nearly 4 million Canadians from coast to coast, EQ offers a wide variety of financial services from banking and lending, to trust and credit union solutions.
• Challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences since 1970.
• EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country's seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada's Challenger Bank™.
• EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

Equal Opportunity

• EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported.
• We believe our organization is stronger — and our people thrive — when we honour and celebrate diverse experiences, identities, and perspectives.
• We’re equally committed to supporting your growth, both professionally and personally.
• We provide a barrier‑free recruitment process and work environment.
• If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.
• As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team.