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Incident and Problem Manager

Halifax, NS
Full Time
7 days ago
What is the opportunity?

As an Incident and Problem Manager, you will provide effective Incident & Problem Management coordination, trending, problem analysis, and resolution. You will establish strong interactive relationships and communication practices between business and the greater IT team during Incident and Problem Management response. You will ensure that support processes are efficient and support RBC IT strategic themes. You will to use dashboards and data to identify patterns that will help us to eliminate systemic issues within the technology we own, or point to other applications we rely on, to improve resilience.

What will you do?
  • Triage escalations to ensure tickets are prioritized and remediated in the most effective manner and accountable for ensuring that infrastructure and platforms within RBC Contact Centres are supported in a timely and effective manner.
  • Use SRE and other tools to identify areas where processes automation could take place as well as to monitor the environment
  • Direct incident and problem resolution activities for critical contact centre technical interruptions and be responsible for ensuring resolution of all reported problems to CCT within established targets.
  • Maintain constant communication with incident response teams and internal partners and accountable to present cost effective solutions to senior management for identified systemic issues.
  • Maintain detail Incident activity timelines for critical incidents and lead technical Root Cause Analysis to avoid repeat incidents
  • Compose clear & concise communications for enterprise distribution via GOCC-CC while also distributing secondary business friendly communications for partners in Business Incident (BCP) meetings.
  • Timely escalation within RBC as well as within Vendor management structures
  • Point of contact for support on new products and initiatives; accountable to ensure teams create and roll out a support model in line with the existing operations of the TSD/DSS/CCIM team; work with Agile project teams to understand new & enhanced technologies and ensure that knowledge is effectively passed from development to support
  • Provide on-call support 24/7 & 365 with rotating prime-shift (excluding vacation)

What do you need to succeed?

  • Experience with Contact Centre Telecom Voice Technology & Infrastructure
  • Experience with Contact Centre OS based technologies
  • Solid understanding of IT Incident, Problem and Change Management processes
  • Experience with Cloud Technologies
  • Monitoring and reporting tools (Dynatrace, Kibana, Grafana)
  • Experience with Voice over IP and Cisco Call Managers and Gateways

What's in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
  • A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
  • Leaders who support your development through coaching and managing opportunities
  • Work in a dynamic, collaborative, progressive, and high-performing team
  • Opportunities to do challenging work
  • Opportunities to take on progressively greater accountabilities
  • Access to a variety of job opportunities across business and geographies

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at .

City: Toronto
Address: 88 Queens Quay W
Work Hours/Week: 37.5
Work Environment: Office
Employment Type: Permanent
Career Level: Experienced Hire/Professional
Pay Type: Salary + Variable Bonus
Required Travel(%):0
Exempt/Non-Exempt: N/A
People Manager: No
Application Deadline: 04/11/2021
Platform: Technology and Operations

Req ID: 338656
Ad Code(s):
Information Technology