Incident/Problem Management Specialist

11/29/2026

Address:

VIRTUAL(R)59 - REMOTE/TELETRAVAIL - ON - BMOTechnology

Description:

The Canadian Digital Banking Incident & Problem Specialist is a technical subject matter generalist and a procedural subject matter expert with the Service Delivery team supporting both internal and customer-facing IT services. The Specialist will leverage a depth of Incident Management experience to ensure rapid detection and triage of incidents facilitating service recovery, and to promote resiliency through timely and thorough Problem Management. The Specialist will have excellent written and verbal COMMUNICATION skills and be comfortable presenting sensitive information to a broad audience of business and technical executives.

Functions:

• Provide critical leadership in the remediation of incidents affecting the Canadian Digital Banking space.

• Actively participate as a stakeholder in Major enterprise incidents.

• Provide timely and insightful incident updates to a large audience of business and technical partners.

• Manage assigned incidents and problems using ServiceNow and following ITIL principles.

• Lead periodic problem review sessions and incident post-mortems.

• Drive improvements to organizational resiliency using data analytics to identify incident trends and themes.

• Prepare and enhance availability and stability metrics reporting and dashboarding using ServiceNow, PowerBI and Co-Pilot.

• Participate in periodic CABs to challenge upcoming changes and ensure awareness of potential issues or outages.

• Prepare and enhance team knowledge base documents using Sharepoint and Confluence.

• Leverage industry expertise and data-based insights to improve the whole lifecycle of services from inception and design through to deployment, operation and refinement.

Knowledge:

• Undergraduate degree in Computer Science or a related technical field, or equivalent practical experience.

• Experience with operating systems and/or networking (TCP/IP, routing, network topologies and hardware, etc).

• Experience analyzing and troubleshooting large-scale distributed systems.

• ITIL-aligned systematic problem-solving approach, coupled with effective communication skills and a sense of ownership and accountability.

Skills:

• Extensive investigative and diagnostic skills.

• Familiar with AI prompt generation and iterative analytics.

• Advanced technical skills and is able to learn and apply new skills quickly.

• Solid relationship management, communication, and coaching skills.

• Solid facilitation, conflict management, and negotiation skills.

• Skilled at decision making in stressful conditions.

Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements. Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident. Provides immediate response to production program or system problems. Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications. Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides.

• Provides technical expertise and oversight on the production floor, understanding the full process requirements (compliance, equipment, regulatory) in order to best understand and resolve production issues.
• Manages complexity across business value, technology and interaction models.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Identifies emerging issues and trends to inform decision-making.
• Conducts independent analysis and assessment to resolve strategic issues.
• Establishes deep relationships at all levels within IT and business units, to effectively collaborate in business strategy.
• Monitors and tracks performance, and addresses any issues.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Participates in both internal and external regulatory inspections.
• Works with other operations personnel to develop and implement the counter-measures necessary to improve production and equipment reliability as well as the compliance posture of the team.
• Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc.
• Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.
• Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.
• Supports deployment activities, managing implementation issues to resolution.
• Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.
• Monitors technical infrastructure, applications and/or business transactions through automated systems and instrumentation across the environment.
• Provides inbound call assistance to end-users for application, technical, and IMACD needs leveraging the knowledge base and/or run books available.
• Collaborates and engages with the appropriate areas across the bank.
• Develops or helps to develop the knowledge assets required for the operation.
• Promotes adherence to standards and industry best practices.
• Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas.
• Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.
• Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Provides specialized consulting, analytical and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

  Qualifications:

• Typically 4-7 years of work experience in IT or business environment and/or BS/BA or MBA/MS in computer science, engineering, information systems, math or business.
• Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
• Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
• Technical and/or business functional knowledge of systems, tools, timing, and dependencies.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

$70,000.00 - $150,000.00Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.