Description:
As a Command Centre Engineer you will operate as the frontline owner of Vancity’s 24x7x365 operational stability by providing continuous monitoring, incident triage, escalation coordination, and operational oversight for critical banking platforms, infrastructure, and third‑party services. You will act as the central point of control during incidents and maintenance activities, ensuring rapid response, accurate prioritization, disciplined documentation, and clear stakeholder communication while maintaining compliance, audit readiness, and service reliability across enterprise systems.
This is a Full-time, Permanent role based at our Head Office in Vancouver, British Columbia and will report directly to, Manager, Command Centre.
How You'll Make an Impact:
- Delivering continuous 24x7x365 monitoring and first‑response incident triage to protect availability and performance of Vancity’s critical banking platforms and infrastructure.
- Executing daily business‑critical operational tasks such as COB (Close of Business) processing, validations, and checks where accuracy and timeliness are essential to downstream business operations.
- Overseeing incident intake, priority assessment, and escalation to ensure the right teams are engaged within required timelines.
- Directing coordinated response efforts by engaging resolver groups, Incident Management, Information Security, and vendors during high‑impact incidents.
- Maintaining complete, accurate, and auditable ServiceNow ticket documentation for incidents, alerts, operational tasks, and maintenance activities.
- Providing clear, structured, and timely communication to business stakeholders, technical teams, and vendors during incidents and major events.
- Overseeing planned maintenance and deployment activities to ensure risks are identified early and service impact is minimized.
- Contributing to operational maturity by identifying recurring issues, improving runbooks, and supporting automation and process improvements.
What You’ll Bring to the Team:
- Degree or Diploma in Information Technology, Computer Science, Engineering, or a closely related discipline, or equivalent practical experience.
- Working experience with ITIL‑aligned Incident, Problem, and Change Management frameworks in an operational environment.
- Software Requirements: - ServiceNow ITSM - Intermediate to Advanced - Monitoring / alerting platforms (e.g., Splunk or equivalent) - Intermediate - Collaboration & incident communication tools - Intermediate
- 3-5 years of experience in a Command Centre, NOC, SOC, or similar 24x7 production support environment performing incident triage, escalation, and operational support.
- Demonstrated experience supporting business‑critical processes, daily controls, or time‑sensitive operational tasks in regulated or high‑availability environments.
Extra Skills That Set You Apart:
- Experience supporting financial services or regulated environments with strong audit and compliance requirements.
- Familiarity with monitoring tools and alert sources such as Splunk or similar enterprise platforms.
- Exposure with incident automation, runbook development, or operational process optimization.
- Experience participating in major incident bridges and post‑incident improvement activities.
You’ll Thrive Here If You Are:
- Calm and structured during incidents, with the ability to prioritize, escalate, and communicate effectively under pressure.
- Detail‑oriented, with a strong appreciation for documentation, traceability, and operational accuracy.
- Collaborative, comfortable working across technical teams, vendors, and business stakeholders.
- Continuously improving, looking for ways to strengthen monitoring, response efficiency, and operational resilience.
We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.
***Posted until filled***
What You’ll Earn:
This role offers a salary range of $60,400k to $74,550k per annum. The base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.