Incident and Problem Coordinator (IT Analyst)

iA Financial Group • Montreal, QC

5d • Hybrid

About The Position

Build the future with us Incident & Problem Coordinator (IT Analyst) At iA Financial Group, the stability of IT services is a strategic priority for 2026. To support this objective, we are strengthening our team with an experienced Incident & Problem Coordinator (IPC), capable of acting effectively in critical situations while also driving sustainable, long-term improvements. This role sits at the heart of major incident management and IT problem management, with a direct impact on service resilience, the reduction of recurring incidents, and the maturity of our ITSM practices. As an Incident & Problem Coordinator, you will be central to operations during critical situations and a key contributor to continuous improvement. You will combine operational leadership, analytical rigor, and cross-functional influence to ensure effective major incident management and structured root cause investigations. You will work closely with technical teams, managers, and other ITSM practices to transform incidents into learning opportunities and levers for long-term improvement.

Requirements

• At least 5 years of experience coordinating major IT incidents
• 10 years of experience in information technology
• Available to participate in an on-call rotation (24/7) one week per month
• Fluent in French and has an advanced level of English
• Strong problem management and root cause analysis skills
• Strong coordination abilities, cross-functional leadership, and communication skills, including under pressure
• High capacity to analyze complex environments and mobilize multidisciplinary teams
• Strong understanding of ITIL practices
• Experience with ServiceNow or an equivalent ITSM tool
• Strong operational credibility

Responsibilities

• Coordinate end-to-end major IT incident management, in compliance with SLAs and established practices
• Lead and structure incident response and crisis management teams, ensuring effective mobilization of stakeholders
• Ensure clear, factual, and audience-appropriate communication throughout incidents (operational and management levels)
• Lead and structure problem management, including: Root Cause Analysis (RCA), Coordination of corrective actions, Follow-up on action items through to completion
• Facilitate post-incident reviews and convert findings into actionable improvement initiatives
• Actively contribute to the reduction of recurring incidents and improve overall service stability
• Collaborate on the evolution and maturity of ITIL practices
• Participate in the optimization of processes, tools, and collaboration models
• Serve as a point of reference for best practices in incident management, problem management, and major incident management

Benefits

• Flexible group insurance
• Competitive pension plan
• Stock purchase plan
• Vacation and wellness/personal development days
• Telemedicine
• Employee and family assistance program
• Ergonomic furniture program
• Performance bonus
• Discounts on iA products

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed