The Opportunity:We're looking to fill an opening for a Senior Incident and Problem Manager to join our Technology Ops & Support Partners team.
Reporting to the Director, Service Delivery & Ops Governance, this role is responsible for leading end-to-end IT incident, and problem management practices across the department.
The Senior Incident and Problem Manager will ensure timely service restoration, effective major incident response, thorough root cause analysis, and the successful implementation of corrective and preventive actions. This role will also drive continuous improvement of ITIL-aligned processes, reporting, and operational governance.
Working closely with other teams, the Senior Incident and Problem Manager plays a critical role in strengthening operational resilience, reducing service disruption, and improving accountability. The role supports production readiness for significant releases, oversees adherence to change governance requirements, manages the lifecycle of standard, normal, and emergency changes, and escalates risks, exceptions, and control gaps to maintain service stability and release quality.
What your day looks like:- Lead the end-to-end lifecycle for major incidents, including coordination, escalation, communication, resolution, and closure
- Facilitate major incident bridges with technical teams, vendors, and business stakeholders to restore service quickly and minimize business impact
- Own post-incident reviews, root cause analysis, and corrective action tracking to reduce repeat incidents
- Manage and mature the problem management process, including recurring issue identification, problem backlog governance, and known error tracking
- Support production readiness assessments for material releases by reviewing operational risks, supportability, monitoring, rollback planning, communication readiness, and incident response preparedness
- Partner with engineering and application teams to identify recurring operational gaps and help mature practices that improve reliability, supportability, and service resilience
- Produce incident and problem management metrics, including MTTR, SLA performance, incident trends, recurrence rates, and action closure status
- Partner with application, infrastructure, cloud, service desk, cybersecurity, vendor, and business teams to improve service reliability and operational accountability
- Maintain and improve incident management procedures, escalation paths, communication templates, runbooks, and governance practices
RequirementsYour experience and skills:- Bachelor's degree in Information Technology, Computer Science, or equivalent work experience is required
- 5+ years of experience in IT operations, service management, incident management, or problem management is required
- Proven experience leading major incidents in a 24x7 or high-availability enterprise environment is required
- Strong working knowledge of ITIL incident, problem, change, and service management practices is required
- Experience with ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or similar tools is required
- Strong understanding of infrastructure, application, cloud, network, and cybersecurity environments is required
- Demonstrated experience facilitating post-incident reviews, root cause analysis, corrective action tracking, and problem remediation is required
- Excellent written and verbal communication skills, including the ability to communicate clearly with technical teams, vendors, business stakeholders, and senior leaders, are required
- Strong crisis management, prioritization, facilitation, and decision-making skills are required
- Ability to remain calm, organized, and outcomes-focused during high-pressure service disruption events is required
- ITIL Foundation or higher certification is preferred
- Experience supporting production readiness, release readiness, operational acceptance, or service transition activities is considered an asset
- Experience in financial services, regulated environments, or other high-availability industries is considered an asset
- Experience producing incident/problem dashboards, operational reports, and service review materials is considered an asset
- Exposure to Azure, AWS, hybrid infrastructure, and modern monitoring/automation tools is considered an asset
- Fluent communication skills in English are required and bilingual skills in French are an asset
Benefits- Competitive compensation package that rewards and recognizes individual contributions
- Excellent health, dental and insurance benefits to meet the diverse needs of our employees
- Generous vacation time, fitness benefit, parental leave top-up options
- Matching contributions to our retirement program
- Commitment to the continuous improvement of our staff through learning & development and an education assistance program
- Regular social events to foster teamwork
SalaryThis position is posted with an expected salary range of $115,000 - $125,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.
