IT PROBLEM & INCIDENT COORDINATOR

We are banking at another level.

Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs.

Choosing BDC as your employer also means:

• Flexible and competitive benefits, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few   

• In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1

• A hybrid work model that truly balances work and personal life

• Opportunities for learning, training and development, and much more... 

Explore the BDC Way in our Culture Book

POSITION OVERVIEW

We are looking for an experienced IT Problem & Incident Coordinator to play a critical role in ensuring the stability, reliability, and continuous improvement of our IT services. This role is responsible for leading Problem Management activities and acts as a central coordination point across IT teams, service owners, and business stakeholders to improve service stability, reduce recurrence of issues, and ensure adherence to ITSM processes. The candidate will also be involved in Incident Management, particularly for the coordination major incidents.

The ideal candidate is calm under pressure, highly analytical, and experienced in coordinating technical teams during high‑severity incidents.

CHALLENGES TO BE MET

• Lead the Problem Management process to identify root causes and prevent recurring incidents

• Conduct root cause analyses and facilitate post‑incident reviews in collaboration with the major incident owner

• Coordinate multidisciplinary working sessions while collaborate with various teams to ensure effective problem analysis to determine the root causes of problems.

• Drive permanent fixes in collaboration with technical teams and service owners

• Support and coordinate Major Incidents, ensuring timely resolution and clear communication

• Track trends, KPIs, and known errors to improve service reliability

• Produce clear operational and executive‑level reporting

• Define and maintain ITIL‑aligned Incident & Problem processes.

WHAT WE ARE LOOKING FOR

• Bachelor's degree in information technology with 10+ years of experience in IT operations, Problem and Incident Management. A combination of education and experience could be considered.

• Strong knowledge of ITIL practices (Incident, Problem, Change)

• Certification in one of the root causes analysis methods (Kepner Tregoe, Kaizen, Ishikawa diagram, fishbone diagram, rational method, RPR [Rapid Problem Resolution] diagram.)

• Experience managing major incidents in complex environments

• Hands‑on experience with ITSM tools (ServiceNow preferred)

• Excellent communication (written and spoken), facilitation, and analytical skills

• Ability to stay calm and structured under pressure

• Able to work evenings and weekends as needed.

• Contribute to process maturity across Problem, Incident, and Change Management practices.

• Coach and influence technical teams to adopt a proactive, problem‑focused mindset.

Nice to Have

• IT operation experience in the Banking sector

• ITIL certification

• Experience in large enterprise or regulated environments

Proudly one of Canada’s Top 100 Employers and one of Canada’s Best Diversity Employers, we are committed to fostering a diverse, equitable, inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. If you require an accommodation to complete your application, please do not hesitate to contact us at [email protected].

While we appreciate all applications, we advise that only the candidates selected to participate in the recruitment process will be contacted.