Incident and Problem Management Lead

What you get to do everyday!

• Incident Management:
• Lead the end-to-end incident lifecycle, ensuring timely identification, escalation, resolution, and closure of incidents.
• Coordinate response activities during major incidents, including convening technical teams and managing war rooms.
• Provide clear and timely communication to internal stakeholders and clients during high-impact incidents.
• Ensure incident records are accurately documented in the ITSM system, with root cause, impact, and resolution details.
• Problem Management:
• Conduct root cause analyses for recurring or high-impact incidents to identify underlying problems.
• Collaborate with technical teams to implement permanent fixes and preventive measures.
• Maintain and manage the problem register and ensure problems are prioritized and tracked through to resolution.
• Identify trends, patterns, and systemic issues through data analysis and service metrics.
• Process Improvement:
• Develop, document, and enhance incident and problem management processes and playbooks.
• Promote process adherence and continuous improvement through training, feedback loops, and post-incident reviews.
• Drive initiatives to reduce mean time to detect (MTTD) and mean time to resolve (MTTR).
• Reporting & Analytics:
• Generate and analyze incident and problem management reports to identify trends and patterns.
• Provide regular updates and reports to the Director of Client Support, Incident and Problem Management.
• Use data to drive continuous improvement initiatives and enhance service delivery.
• Stakeholder Communication:
• Act as the primary point of contact during incidents, providing updates and resolution summaries to internal and external stakeholders.
• Collaborate with business units to understand the impact and align recovery priorities.
• Prepare and deliver post-incident reports and problem summaries to clients and leadership.
• Compliance & Risk Management:
• Ensure compliance with relevant regulations and industry standards.
• Identify and mitigate risks associated with incident and problem management processes.
• Front line support during incidents, ensuring the incident process is followed, external communications are completed, and is available to address client concerns during any outage.
• Review and participate in the Daily Status Review, ensuring appropriate root cause, business impact, and next steps are documented following a Major Incident.
• Oversee the day-to-day activities within the Problem Management Processes.

What kind of person you should be!

• Excellent written and verbal communication skills and working knowledge of the various stages of ITIL 
• Proven and demonstrated track record in progressive and higher roles with a strong potential to progress in career into senior management organizational roles.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple incidents simultaneously.
• Familiarity with incident and problem management frameworks (e.g., ITIL).
• Proficiency in incident management systems and tools.
• Detail-oriented with strong organizational skills.

What you can expect from us!

• Award-winning culture that fosters growth, diversity and inclusion for all
• Paid day off for your birthday
• Access to LinkedIn learning courses
• Bi-annual performance-based bonus
• Continued education with our education reimbursement program
• Flexible schedules
• Free unlimited access to our refreshment stations (fully stocked with tea, coffee and other beverages)
• Two paid days for volunteer opportunities
• A free premium membership for ‘Headspace’; an app geared towards mental health and wellbeing
• Access to Perkopolis retail discounts
• Generous benefit coverage with low premiums (+ a Health Care Spending Account)
• RRSP Matching

What skills do you need?

• 3-5 years of experience in IT and business/industry with strong I& O and process experience (ITSM, IT PMO, and ITIL)
• 3+ years of Problem Management/leadership responsibilities
• 3+ years of experience in managing Incidents, Major Incidents, and Problems within an ITIL framework
• Experience with ITIL (Incident, Problem, Change / Release Management, ITAM, CMDB)