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About the Role

This role is responsible for leading end-to-end IT incident and problem management practices, ensuring timely service restoration, effective major incident response, thorough root cause analysis, and continuous improvement of ITIL-aligned processes. The Senior Incident and Problem Manager plays a critical role in strengthening operational resilience, reducing service disruption, and improving accountability.

Responsibilities

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 help 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

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, including the ability to communicate clearly 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.
Fluent communication skills in English are required.

Skills

ITIL incident management
ITIL problem management
ITIL change management
ITIL service management
ServiceNow
Remedy
Jira Service Management
Infrastructure
Application
Cloud
Network
Cybersecurity
Crisis management
Prioritization
Facilitation
Decision-making
Azure
AWS
Hybrid infrastructure
Modern monitoring tools
Automation tools
Bilingual skills in French (asset)

Location

Toronto
Vancouver
Montreal

Work Type

Full-time

Experience Level

Senior
5+ years of experience in IT operations, service management, incident management, or problem management
Proven experience leading major incidents in a 24x7 or high-availability enterprise environment
Experience supporting production readiness, release readiness, operational acceptance, or service transition activities (asset)
Experience in financial services, regulated environments, or other high-availability industries (asset)
Experience producing incident/problem dashboards, operational reports, and service review materials (asset)
Exposure to Azure, AWS, hybrid infrastructure, and modern monitoring/automation tools (asset)

Education Level

Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience
ITIL Foundation or higher certification (preferred)

Salary/Compensations

$115,000 - $125,000 CAD annually

Benefits

Competitive compensation package
Excellent health, dental and insurance benefits
Generous vacation time
Fitness benefit
Parental leave top-up options
Matching contributions to our retirement program
Commitment to the continuous improvement of our staff through learning & development
Education assistance program

About the Company

Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and management, and over 1,000 employees.
We’re building a comprehensive, technology-enabled, client-centric wealth services ecosystem.
Our clients include our partners, advisors, and investors.
We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers.
Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry.
Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors.
Our asset manager, NEI Investments, specializes in investing responsibly.
Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach.
Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms.
We have offices in Toronto, Vancouver, and Montreal.
Aviso is backed by the collective strength of our owners: the credit unions Centrals, Co-operators/CUMIS, and Desjardins.
We’re proud to power businesses that empower investors.
A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development.
If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Equal Opportunity

Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
No recruiters or agencies, please.