IT Problem manager

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

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.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.