Incident Management Specialist
COMPANY OVERVIEW
The Prairie Payments Joint Venture (PPJV) is a joint venture owned by three Prairie centrals created to digitally transform and modernize payment services for credit unions in the Prairies. PPJV’s goal is to ensure prairie credit unions are competitive in payments and have access to efficient, modernized payments processing infrastructure.
Technical Incident Management Specialist
We are currently seeking an Incident Management Specialist. This position is responsible for support and maintenance of Enterprise Cloud and Infrastructure Platforms at PPJV. Accountable for monitoring key business, operational and customer impacting events. Acts as the technical advisory during incidents and performs triage duties across multiple partners and platforms.
Successfully coordinate and support Incident Management in a 24/7 production environment, working across multiple cross functional teams both internal and external to PPJV.
Support war rooms with key stakeholders for incidents, facilitate key decision making and executive approval during incidents, including post incident reviews to continuously improve resolution time.
Establish and maintain relationships with key cross-functional teams and vendors to respond rapidly to incidents. Assess impact, deploy contingency plans, facilitate escalation duties and provide timely updates to the management and PPJV Executive Leadership.
This role will involve working with service providers; technology vendors; credit unions; acquisition and installation services; service management; service engineering; customer service and vendor coordination. Contributes to business objectives and maintains systems to standards of performance consistent with regulatory and corporate expectations at PPJV aligned to PPJV and Credit Unions business vision.
This position reports into Manager IT Operations of Cloud & Infrastructure Architecture.
RESPONSIBILITIES:
With decision making and limited supervision, contributes the following:
- Contributes to the continuous deployment, support and maintenance of Cloud and Infrastructure Platform environments with PPJV and partners
- Drive SLA resolutions in a typical IT operations environment
- Provide input into process development & enhancement activities in line with stakeholder requirements
- Act as an escalation point to senior management on IT Service Operation issues
- Act as IT operations escalation point for partners / vendors
- Provide continuous improvement to foster a service culture within PPJV focusing on service excellence & promoting the customer experience
- Promote ITIL best practices within the organisation
- Works with Production Operations to plan, assign, and manage network installations, service onboarding, platform support, credit unions onboarding, testing support and coordination with service providers
- Provide technical advisory to service partners change management, change technical oversight, trouble shooting, implementation support, and root cause analysis
Requirements:
- Minimum of bachelor’s degree in Information. Technology; Computer Science; or other relevant field of study from an accredited college/university required
- 5+ years IT Service Management (ITSM) experience
- Experience with service delivery management for cloud Azure, AWS, and Infrastructure Tech Stack
- Must possess excellent organization, prioritization, and communication skills
- Minimum 5 years’ experience with industry standard applications and dashboard for service operations, production metric, proactive trending reporting
- Strong understanding of cloud services e.g., Microsoft Azure; AWS
- Strong understanding of IT infrastructure components (Active Directory; Messaging; Networking; Security; Cloud; API architecture)
- Strong understanding of Infrastructure Architecture in a Financial Services
- Strong understanding of hardware; software; security and networking technologies (LAN/WAN; VPN; Routing)
- Strong understanding of Analytics Platform; Managed Service Platforms; and Integration Architecture
- Efficient and effective budget management skills
- Technically skilled and customer services-oriented
- Promotes and implements continuous improvement initiatives; gathers data to measure the support process, identifies the areas for improvement, institutionalizes technical know-how, and eliminates recurring problems through analysis, technology, and research
- Communicates tactfully and effectively, verbally and in writing, and maintains effective work relationship
- Strong analytical, problem-solving skills, teamwork, and interdepartmental communications
- Strong interpersonal skills at all levels of management and ability to motivate employees/teams to apply skills and techniques to solve dynamic problems
- Strong Knowledge and understanding of business needs, with the ability to establish and maintain a high level of user trust and confidence
- Demonstrated ability to effectively adapt to and apply rapidly changing technology to business needs
- Vendor management and negotiation skills
THE ENVIRONMENT
PPJV is a fast paced and focused environment where employees and contractors share the mission to deliver efficient, cost effective, modernized payments processing to prairie credit unions.
Interested candidates are asked to submit a resume & cover letter via this link by 11:59 PM on April 24, 2025. We thank all candidates for their interest; however, only those candidates selected for an interview will be contacted.