Major Incident & Problem Management Specialist

The Major Incident & Problem Management Specialist, reporting to the Director of Major Incident and Problem Management, assists the Major Incident Manager in the execution of the enterprise Major Incident Management, oversees and participates in the Incident and Problem Management processes for the Canada life organization. As a dynamic, highly motivated and energetic member of the Major Incident and Problem Management team, you contribute to the overall support and stability of Canada Life through the effective and efficient execution of the Incident Management & Problem Management processes.

This role requires knowledge and skills to facilitate efforts in resolving issues; leveraging their knowledge and experience to assist in prioritizing service restoration in a multitude of situations where the cause and resolution is not clear. They will be responsible to provide back-up and assist the Major Incident Manager in the facilitation and communication of the Major Incident recoveries in a 7x24 environment. This role will also play a hands-on role with the day-to-day execution of the Incident & Problem Management Processes. This specialist role will assist in identifying best practices for Incident recoveries as well as Incident and Problem trending.  Working with support teams across the organization, this role will help coordinate root cause investigations and permanent fixes. Also, as a key resource within the team, they will be looked upon to make recommendations and contribute to evolving and maturing the Incident Management/Major Incident Management and Problem Management processes.  This role will evolve as the processes mature and accountabilities shift from hands-on to more of an oversight role on the day-to-day execution of the processes, they will be working closely with the support teams to ensure smooth transition and sustained execution of process.

Collaboration and communication skills are essential to this role. Additionally, technical knowledge, analytical skills, problem-solving, & negotiation skills are required for the successful completion of all activities required. The candidate will be required to liaison with Technology teams, Risk & Security to ensure process compliance and knowledge is consistent and processes are executed as required.

What you will do 

• The Specialist prime responsibility is the day-to-day execution of the Incident and Problem Management processes.
• They will perform the facilitation role for the Major Incident recoveries under the direction of the Director, Major Incident Manager & Director, for enterprise-wide Major Incidents this role will assist the Major Incident Managers, provide Major Incident recovery communications, write up MI summaries for OSFI and Customer contract requirements.
• This role will assist in the facilitation of Post incident/Major Incident Reviews, identify follow up action items through focused discussions being held on recovery best practices, preventative actions, and continuous improvement opportunities.
• This role will be accountable to ensure Problem records are raised for all Major Incidents and all tasks are raised and assigned out of the Major Incident Review Discussions, they will be responsible to follow through to task & Problem closure.
• This role will be responsible to ensure all the linkages to other processes are contained with all the records – Incident, Major Incident, Problem and Change linkages to be documented across all; they will also attend Change Management Post Implementation Reviews for Changes causing Major Incidents
• This role will perform oversight and ensuring updates to Problem Records – working across technology teams to ensure they update their assigned tasks and drive permanent fixes into the environment (the accountabilities will be shifting as process matures from more hands on to an oversight/compliance function).
• As processes mature, this role will be working across technology teams, identifying Major Incident trends, and ensuring associated problems are raised to get to root cause; raising Problems based on Incident trends and proactive Problem Investigations.
• Works with the Director, Major Incident & Problem Management on the continuous maturation of the Incident, Major Incident and Problem Management processes.

What you will bring 

• Post-secondary degree/diploma in business or computer science or an equivalent combination of training and experience 
• Experience in working in Technology Support including Incident Management and Problem Management 
• Able to quickly build rapport and gain the respect and cooperation of both technology support staff and technology leaders.
• Strong organizational skills
• Experience in building partnerships; working collaboratively problem solving and analytical skills.
• Ability to work under high stress conditions
• Communication skills, both written and verbal
• Adaptable to changing requirements and direction in a fast-moving environment
• Relevant experience in insurance, banking and/or financial industry
• Proficiency with ServiceNow is an asset 

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Toronto, London, Winnipeg. 

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing. 

Canada Life serves?the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. 

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee?has the opportunity to?reach their potential. 

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.

Apply