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Senior Incident and Problem Manager
Aviso WealthSenior Incident and Problem Manager leading IT service restoration and root-cause programs for Aviso, a Canadian wealth management provider. Driving ITIL governance, release readiness, and operational resilience.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading major incident management processes, including root cause analysis, problem remediation, and service reliability improvement. Proficient in ITIL practices and experienced in utilizing ITSM platforms to enhance operational accountability and communication across technical teams and stakeholders.
Highest-signal resume keywords
ITIL Incident ManagementMajor Incident LeadershipServiceNowRoot Cause AnalysisCrisis Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementService ManagementOperational Risk AssessmentMetrics Production
Soft Skills
Communication SkillsDecision-Making SkillsFacilitation SkillsPrioritization SkillsOrganizational Skills
Tools & Technologies
ServiceNowRemedyJira Service ManagementAzureAWS
Certifications & Qualifications
ITIL Foundation
Industry Keywords
High-Availability EnvironmentFinancial ServicesRegulated EnvironmentsOperational AcceptanceService Transition
Tech Stack
Tools & technologiesAWSAzureCloudCyber SecurityITSMServiceNow
About the role
Key responsibilities & impact- 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 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
Requirements
What you’ll need- 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 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; bilingual skills in French are an asset
Benefits
Comp & perks- Competitive compensation package that rewards and recognizes individual contributions
- Excellent health, dental and insurance benefits
- Generous vacation time
- Fitness benefit
- Parental leave top-up options
- Matching contributions to our retirement program
- Learning & development
- Education assistance program
- Regular social events to foster teamwork