Manager, IT Incident and Problem Management
Desjardins
full-time
Posted on:
Location Type: Hybrid
Location: Montréal • Canada
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Tech Stack
About the role
- Advance IT incident and problem management in line with best practices (ITIL, COBIT, SRE)
- Lead or support incident, major incident and problem management, including tactical coordination and real-time communications
- Implement robust root cause analysis (RCA) mechanisms, including trend analysis of recurring issues, incident prevention and resilience improvements
- Define key performance indicators, measure results and recommend corrective actions to optimize ITSM processes
- Mobilize and coach a team of analysts, incident managers, problem specialists and IT governance experts
- Develop advanced capabilities in diagnostics, technical analysis, crisis communications and operational coordination
- Monitor overall process performance through an integrated indicators framework (KPIs and KRIs), including stability, mean time to repair (MTTR), prevention, observability and resilience
- Lead periodic maturity reviews, identify gaps and steer the process evolution roadmap to support Desjardins Group’s strategic objectives
Requirements
- Bachelor's degree in a related field
- A minimum of nine years of relevant experience, including five years in management
- Significant experience in IT service management (ITIL), major incident management, problem management or operational resilience
- Knowledge of French is required
- Mastery of ITSM practices and frameworks, and of complex, evolving IT environments
- Available 24/7 for on‑call incident management support
Benefits
- Competitive salary and annual bonus
- 4 weeks of flexible vacation starting in the first year
- Defined benefit pension plan that provides predictable, stable income throughout retirement
- Group insurance including telemedicine
- Reimbursement of health and wellness expenses and telework equipment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITILCOBITSREroot cause analysistrend analysiskey performance indicatorsmean time to repairobservabilityresilienceIT service management
Soft Skills
leadershipcoachingtactical coordinationcrisis communicationsoperational coordinationanalytical skillscommunicationteam mobilizationprocess optimizationstrategic planning