Incident & Problem Manager

We are looking for candidates with strong technical expertise to fill this role. Below are the details of the position: Job Title:Senior Incident & Problem Manager Location: Downtown Toronto Duration: 12-Month Contract Work Hours: Monday–Friday, 9:00 AM–5:00 PM Job Summary We are seeking an experienced Senior Incident & Problem Manager to support a Capital Markets Technology organization. This role is heavily focused on Problem Management, driving proactive root cause analysis and continuous service improvement while also overseeing Incident Management for production issues. The successful candidate will ensure ITIL best practices are followed, collaborate with cross-functional technology teams, and improve operational stability across global technology platforms. This is an excellent opportunity for someone who enjoys balancing strategic problem management with operational incident leadership in a fast-paced enterprise environment. Key Responsibilities Lead and govern Incident, Problem, and Change Management processes following ITIL best practices. Drive proactive Problem Management initiatives by identifying recurring issues and performing root cause analysis. Coordinate high-priority production incidents and facilitate timely service restoration. Conduct post-incident reviews and ensure corrective and preventive actions are implemented. Partner with infrastructure, application, and business stakeholders to improve operational stability. Analyze incident trends and develop actionable recommendations using reporting and dashboards. Produce regular and ad hoc operational reports utilizing Power BI and Excel. Ensure adherence to service delivery standards, SLAs, risk, compliance, and governance requirements. Support continuous process improvement initiatives across Incident and Problem Management. Communicate effectively with technical teams, leadership, and business stakeholders during major incidents. Maintain documentation within ServiceNow, Jira, and Confluence. Support change management initiatives and operational readiness activities. Serve as a subject matter expert for Incident and Problem Management practices. Required Technical Skills 4–6+ years of Incident Management and Problem Management experience Strong expertise in ITIL v3 or ITIL 4 frameworks ITIL Certification Experience supporting enterprise production environments Strong knowledge of: Incident Management Problem Management Change Management ServiceNow Power BI Jira Confluence Advanced Microsoft Excel Experience with: Applications Operating Systems Networking fundamentals (TCP/IP, routing, network topology) Strong root cause analysis (RCA) experience Experience creating dashboards and operational reporting Preferred Skills Capital Markets technology experience Banking or Financial Services experience Experience working within highly regulated enterprise environments Experience managing Major Incidents (P1/P2) Nice to Have Previous banking experience Graduate degree in Computer Science or related technical discipline Soft Skills Excellent written and verbal communication Strong stakeholder management Exceptional analytical and problem-solving skills Ability to prioritize in high-pressure production environments Strong attention to detail Collaborative team player with the ability to work independently Strong organizational and documentation skills Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals. Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status Dexian | Unlock trajectory changing opportunities Unlock business potential with Dexian's comprehensive solutions. Discover staffing, talent development, and valuable resources. Explore now!

The Senior Incident & Problem Manager will lead and govern Incident, Problem, and Change Management processes while driving proactive Problem Management initiatives. They will coordinate high-priority production incidents and ensure adherence to service delivery standards.

Candidates should have 4-6+ years of experience in Incident and Problem Management, with strong expertise in ITIL frameworks. A background in supporting enterprise production environments and experience with various tools and technologies is also required.

Identified from the job description. Confirm important requirements above.

• Incident Management
• Problem Management
• Change Management
• ITIL
• ServiceNow
• Power BI
• Jira
• Confluence
• Microsoft Excel
• Root Cause Analysis
• Operational Reporting
• Capital Markets
• Banking
• Financial Services
• Networking Fundamentals
• Analytical Skills

Minimum education

Other education

Minimum experience

5+ years

Apply by

Aug 14, 2026