Job Description

Primary Locations: Montreal, Quebec

Attendance: Hybrid

Employee Status: Regular

Schedule: Full-time

As leader of the resolution side of the IT Operations Control Centre, you will be in charge and responsible for level 1 detection and resolution operational activities in order to ensure the Bank systems are available to meet ever-changing needs
Your role:

• Manage, plan and organize IT operations to ensure system stability.
• Manage, coach, motivate a dynamic team of professionals and act as a transformation leader managing the expansion of activities and of the team
• Help define strategic directions and make recommendations while challenging the status quo in order to collaborate and continuously improve.
• Ensure stakeholders understand and buy in when handling major issues, managing risks and planning corrective actions when necessary
• Support and act as a partner with the various IT teams using the services of your sector while making sure orientation, priorities, stability and accessibility of services are constantly aligned.
• Implement the required governance of risks, performance and general activity planning for your sector
• Ensure the quality of process execution on the team and make necessary adjustments taking automation opportunities into account as well as the various team dependencies
• Ensure the quality of exchanges with service users
• Ensure close partnership with stakeholders of support processes (L1, L2, L3 internal or external to the Bank)
• Work efficiently with colleagues from different teams

Your profile:

• A bachelor’s degree in a related field and 8 years of relevant experience or a master’s degree in a field related to IT and 5 years of relevant experience
• Experience managing an IT operations centre
• Experience managing an IT support team
• Experience managing personnel and delivering ongoing coaching
• Experience managing an ever-changing team
• Knowledge of IT and ITIL processes
• Knowledge and experience of Operations and IT infrastructure
• Strategic thinking and vision
• Proven leadership skills in a context of ongoing transformation
• Ability to effectively communicate and influence various sectors

Preferred competencies:

• ITIL Certification
• Knowledge of ticketing tools (ITSM)
• Knowledge of the monitoring centre tools
• Knowledge of monitoring practices for applications and infrastructure
• Experience in the financial/banking field, an asset

Your benefits: In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

• Health and wellness program, including many options
• Flexible group insurance
• Generous pension plan
• Employee Share Ownership Plan
• Employee and Family Assistance Program
• Preferential banking services
• Initiatives promoting community involvement
• Telemedicine service
• Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family. Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged. We're putting people first We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives.
Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.
We want our recruitment process to be fully accessible. If you require accommodations, feel free to let us know during your first conversations with us.
We welcome all candidates! What can you bring to our team!
Ready to live your ambitions? #LI-DNI