Manager, IT Incident & Problem Management
About The Position
We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day. As Manager, IT Incident & Problem Management, you will lead the enterprise-wide incident response and problem management functions, ensuring rapid restoration of service and elimination of recurring issues impacting business operations. This role is accountable for operational stability, major incident governance, root cause analysis, and continuous service improvement. You will work cross-functionally with Infrastructure, Applications, Security, and Business stakeholders to ensure consistent execution of ITIL practices and alignment with FCT’s reliability and customer experience objectives. You will also establish accountability across IT for incident ownership, drive a structured problem management discipline, and provide transparent reporting to senior leadership on operational health, trends, and risks.
Requirements
- Highly skilled in managerial leadership skills to provide clarity on the organization vision and direction for the team.
- Demonstrated ability to set appropriate goals, including setting an effective framework of policies and procedures for the group, and the ability to build and sustain a team of direct reports who can deliver the performance required for the growth of FCT’s market share in all lines of business.
- Experience with ITIL 4, SDI Global Best Practice Standard, and other relevant frameworks.
- Bachelor’s degree in Information Technology or equivalent experience
- 8–12 years of IT experience, with 5+ years in Incident and/or Problem Management leadership roles
- Strong expertise in: ITIL Incident, Problem, and Change Management processes
- Major Incident Management (MIM) execution
- Root cause analysis methodologies (e.g., 5 Whys, Ishikawa)
- ServiceNow or similar ITSM platforms
- Proven ability to operate in high-pressure, business-critical environments
- Strong stakeholder management skills, including executive-level communication
- Experience in regulated environments (financial services preferred)
- Solid understanding of: Infrastructure, cloud, and application ecosystems
- Monitoring and observability tools
- Operational risk and compliance frameworks (e.g., PCI, OSFI-aligned controls)
Responsibilities
- Lead the end-to-end Major Incident Management (MIM) process, ensuring rapid triage, escalation, and resolution of P1/P2 incidents
- Act as Incident Commander for high-severity events, driving coordination across technical teams and executive stakeholders
- Establish clear incident ownership, escalation models, and accountability frameworks
- Drive formal Problem Management practices, including root cause analysis (RCA), known error tracking, and permanent remediation plans
- Ensure all major incidents result in actionable and measurable follow-ups
- Reduce repeat incidents through trend analysis and systemic improvements
- Analyze incident and problem data trends to identify systemic risks and improvement opportunities
- Define and implement stability initiatives aligned to operational KPIs (availability, MTTR, recurrence rates)
- Partner with Change Management to reduce change-related incidents
- Establish and enforce incident and problem SLAs, OLAs, and KPIs
- Provide regular executive reporting on operational health, major incidents, and risk exposure
- Lead post-incident reviews and ensure audit-ready documentation
- Act as the primary liaison between IT and business stakeholders during incidents
- Ensure timely, clear, and business-aligned communications during outages
- Support executive and CIO-level briefings on operational risks and service stability
- Leverage ServiceNow (or equivalent) to drive workflow automation, reporting, and governance
- Enhance incident correlation, monitoring integration, and alerting processes
- Continuously improving operational processes aligned to ITIL best practices
Benefits
- Employee and Family Assistance Program (EFAP)
- Wellness Essentials
- Group retirement savings plan with company match
- Paid holidays
- Generous paid time off
- Hybrid work arrangements
- Paid volunteer opportunities
- Charitable donation matching
- Employee recognition programs that include referral incentives
- Potential for performance-based incentives
- The opportunity to participate in our stock purchase plan
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
