Job Description

Our Story & Purpose:

We’re Vancity, a member-owned credit union built on the principles of inclusion and social justice. Since 1946, our relentless commitment to these values has helped us challenge the status quo and break down barriers. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members. 

As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers. If you’re ready to join our team of 2,300 diverse individuals, access competitive rewards and benefits, and be part of a greater movement - apply today!  

Your Role in Supporting Our Members: 

As a Command Centre Engineeryou 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.

Why You’ll Love Working Here:

A career at Vancity is more than just a job, you’re joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

• Living Wage Employer We’re the largest private-sector Living Wage Employer in Canada and consistently ranked among Canada’s Top Employers.

• Customizable Benefits Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs.

• Generous Vacation New employees start with 3-4 weeks of vacation per year, with additional days earned over time.

• Extra Stat Holidays In addition to BC’s 11 statutory holidays, we offer 2 extra days, plus care days for personal or family illness.

• Immediate Health Coverage Health and dental benefits begin on your hire date, with three levels of coverage to choose from.

• Defined Benefit Pension Our retirement plan provides a guaranteed income for life, recognizing that retirement looks different for everyone.

Vancity Talent Programs:

Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous, Black, or Trans. With special permission from the BC Human Rights Commissioner, this initiative provides access to career development opportunities, prioritized job screening, and feedback. Any information you choose to share will be stored securely and used only for recruitment and career development connected to this initiative, in line with the BC Personal Information Protection Act (PIPA). For details, please see our dedicated Talent Programs job posting.

At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.

This role is an open vacancy, and our hiring process is grounded in fairness, transparency, and inclusion. We are committed to an inclusive, barrier-free and accessible recruitment experience for all candidates. If you require any accommodations or support at any stage of the recruitment process (including the application stage), we encourage you to let us know by contacting our Talent Acquisition team at recruitment@vancity.com. We’re here to work with you to ensure your needs are met promptly and effectively. All requests will be handled with the utmost respect and confidentiality, so you can participate fully in the process.