About the role

The IT Problem Manager is responsible for leading the problem management process within the organization, with a particular focus on governance to ensure consistent, efficient, and high-quality problem management practices. This role is crucial in identifying root causes of incidents and minimizing the adverse impact of problems on the business. The IT Problem Manager will work closely with various IT and business stakeholders to improve overall service quality and stability.

What you'll do here:

• Develop and implement governance frameworks for the problem management process to ensure compliance with industry standards and alignment with organizational goals.
• Lead the investigation and analysis of major incidents to identify root causes, documenting findings, and implementing preventative measures to avoid recurrence.
• Collaborate with change management teams to ensure that proposed changes are assessed for risk and potential impact on existing problems.
• Continuously assess and enhance the problem management process, identifying opportunities for efficiency and effectiveness improvements, and ensuring alignment with ITIL best practices.
• Work in collaboration with service owners, incident managers, and technical teams to drive the resolution of problems and the implementation of permanent solutions.
• Establish key performance indicators (KPIs) and metrics to monitor the effectiveness of problem management activities, providing regular reports to IT leadership and stakeholders.
• Promote and contribute to the development of a knowledge base of known errors and workarounds to support faster resolution of incidents and problems.
• Provide training, guidance, and support to IT teams to promote understanding and adherence to the problem management process and governance frameworks.

What you bring to the table:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Certifications such as ITIL, Certified Information Systems Security Professional (CISSP), or Certified Information Systems Auditor (CISA) is beneficial.
• Proven experience in IT availability management or a related role.
• Strong understanding of IT infrastructure, including servers, networks, and databases.
• Excellent problem-solving and analytical skills.
• Effective communication and collaboration skills.
• Bilingual (French and English): Need to interact on a regular basis with an English-speaking clientele and colleagues across the country.
• No Canadian work experience required however must be eligible to work in Canada

#LI-Hybrid

What we offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success
• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
• An extensive flex pension and benefits package, with access to virtual healthcare
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• An annual wellness account that promotes an active and healthy lifestyle
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
• Inspiring leaders and colleagues who will lift you up and help you grow
• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.