Title: Resiliency & Capacity Coordinator

Duration: 12 months

Location: Scarborough, ON M1W 3E8 (Hybrid-3 days in office)

Pay Rate: $34.36/hr

Responsibilities:

• Manage Capacity Management Governance processes, including facilitation of weekly meetings.
• Scheduling and facilitation of quarterly Capacity Review presentations

Ensure that Capacity Coordinators are:

• Performing their quarterly Capacity Review.
• Problem/Incident creation for the tracking of Capacity breaches.
• Template population.
• Obtaining their manager's approval.
• Maintain the SharePoint website, access meeting minutes, and process documentation.
• Review of quarterly Capacity Report.
• Review of Problem records that have concluded Capacity as being the root cause.
• Identify, assess, and apply improvements to the Capacity Management process.
• Manage audits and internal reviews of the Capacity Management process.
• Ensure capacity-related risks are identified, mitigated, and reported to senior management.
• General assistance with deep dives into Problem/Incident records to determine whether the root cause is assigned properly.
• Assist Resiliency Managers with escalations around Problem and/or Incident records.
• Assist Resiliency Managers with production of monthly Resiliency Reports

Qualifications:

• Experience in IT service management, with a focus on capacity management in an enterprise environment.
• Experience in the financial services industry, preferably within a major bank, is highly desirable.
• ITIL certification (Foundation or higher) is an asset.
• Strong understanding of IT infrastructure, cloud technologies, and enterprise-grade systems.
• Experience with ServiceNow is crucial.
• Experience with Jira is an asset.
• Proficiency with Office 365 Suite (PowerPoint, Excel).
• Process improvement and optimization.
• Verbal and written communication skills.
• Analytical and problem-solving skills.
• Collaboration and team skills.
• Data-driven decision-making.