Senior Manager, Major Incident Management

The role for the Senior Major Incident Manager is to manage restoration of compromised IT systems working with RBC support teams and businesses. Directing Subject Matter Experts (SME) in triage, stabilization, thereby returning IT systems to a functional state until a permanent solution can be implemented.

Requirements

• Minimum of 7 years of experience in major incident management within a complex, highly regulated environment, preferably in the financial services industry.
• Minimum 5 years of ServiceNow experience
• ITIL V3 or V4 certified.
• Knowledge of Kepner Trego is a plus
• Prior experience managing vendor relationships and SLAs
• Knowledge of IT standards, Methodologies, SOX and audit requirements
• Broad understanding of major elements of technology to facilitate discussions with business and enable effective communication with subject matter experts.
• Knowledge of Networking processes and methodologies
• Knowledge of Operating Systems (Windows/Unix/AIX/Linux)
• Knowledge of Mainframe, Tandem and iSeries Technologies
• Knowledge of Lean Six-Sigma
• Knowledge of Cloud Environments
• Exceptional communication, interpersonal, and presentation skills, with the ability to effectively communicate with technical and non-technical audiences.
• Demonstrated ability to remain calm and decisive under pressure, making sound judgments in high-stress situations.
• Bachelors Degree in CompSci (or related degree) preferred not required

Benefits

• 401(k) program with company-matching contributions
• health, dental, vision, life and disability insurance
• paid time-off plan