Manager, Incident and Problem

Mackenzie Investments Voir toutes les offres

Toronto, ON
Permanent
Temps-plein

Il y a 9 jours

Job DescriptionLocation: Toronto & WinnipegDivison: IGM TECHRefferal: Level 2Reports to: Director ITSM Transition and OperationsIGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $310 billion in assets as of December 31, 2025. It offers financial planning and investment services to over two million Canadians through IG Wealth Management and Mackenzie Investments.Mackenzie Investments, founded in 1967, is a key part of IGM's business model, serving as a comprehensive asset-management partner for Canadian financial advisors and their clients.At Mackenzie Investments You Can Build Your Career with Confidence. We are proud to be recognized as one of Canada’s Top 100 Employers for the fourth consecutive years and one of Canada’s Best Diversity Employers. Our vision and strategy aim to innovate the industry and support Canadians in achieving their financial goals.Join our team to engage in continuous learning and skill development in a supportive environment. Experience the best of both worlds with our hybrid work environment, where you spend three days a week in the office, connecting, collaborating, and enjoying quality time with your amazing colleagues! Our Values: Be better; we strive for improvement in everything we do. Be accountable; we foster clarity and are empowered to act responsibly. Be a team; we are united to drive collective impact to achieve our goals.The Manager, Incident and Problem triages incoming major incidents by prioritizing, categorizing, and working with IGM Technology and external support teams to effectively respond and resolve the incident, including participating in and/or leading a CIRT. They are also responsible for improving overall KPI performance in regards to the managing, tracking and reporting of incidents to ensure they are properly recorded with respect to actual and potential impacts. The role is also responsible for problem management tracking and triage, inclusive of root cause analysis (RCA) activities if required, categorization, and ensuring effective resolution with the responsible parties. Additionally, the role will be responsible for the creation and distribution of IT related communications supporting scheduled change events and major incidents/problem status updates. This role requires close partnership and collaboration with internal IGM Technology support teams and external key technology service providers in order to create an integrated function and end-user experience when reporting, triaging, determining root cause, remediating unplanned outages, and overseeing any permanent resolutions.Responsibilities:

Responsible for executing, maintaining and improving the incident, problem and IT communications processes across the IGM Technology organization, partnering with internal technology and business support teams, organizational leadership and 3rd party technology vendors.
Develops, communicates, and owns the storage of the runbooks/playbooks/procedures required to execute the problem, incident and IT communications processes, inclusive of escalation criteria
During an incident, ensure complete and accurate ticket documentation, while driving towards a swift and appropriate resolution.
Track overall incident status, response and resolution communications, ensuring impacted and interested stakeholders are up-to-date on key developments.
Monitoring of incidents, their resolutions and escalations to discover trends and potential problems
Measurement and evolution of KPIs and service levels associated to the Incident, Problem, and Communication process effectiveness, partnering with the IGM Technology Reporting team to enable reporting and dashboarding, indicating trends and stories
Ensures effective integration and information flow between partnering IGM Technology support teams and key technology service providers to ensure effective incident and problem communication responses, triage, root cause analysis, and tactical/strategic remediation plans to prevent incident/problem reoccurrence
Working closely with the relevant IT Change Management team in order to identify incidents caused by change, in addition to incidents and problems resolved by change
Contribute to the development and management of an IGM Technology knowledge management process and tools/technology, inclusive of a known errors repository and a problem database
Operate, maintain and improve an IGM Computer Incident Response Team (CIRT) process, including integrating with key technology provider’s CIRT processes
Conduct post incident reviews (PIR) and action identification, as required
Socialization and training to various IGM Technology and business stakeholders on the incident, problem and IT communications processes as required
Leverage best practices from the ITIL framework for continuous improvement efforts

Qualifications:Required

Strong verbal and written communication skills, problem solving skills
Strong ability to work independently and manage one’s time, while still being a part of a high-performance team
Self-starter
2+ years relevant experience with Incident, Problem Management as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools
Proven experience with Root Cause Analysis (RCA) methods such as Generic Error Modelling System (GEMS), Kepner-Tregoe, 5 Whys, and Ishikawa Diagrams
Proven experience operating in an ITIL based Incident/Problem function and measuring/tracking KPIs internally and across third party providers
Thorough understanding of ITIL/ITSM processes with knowledge of the various ITSM lifecycles, including but not limited to: Incident Management, Problem Management, Knowledge Management, Service reporting and KPIs
Proficiency in relationship building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership
Ability to influence others at all levels of an organization with proven leadership skills
Ability to work across functional areas to drive continuous improvement
Ability to work in challenging and ambiguous environments
Ability to use data-driven techniques, analyze and interpret data
Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
Strong service orientation mindset
Participate in 24/7/365 on call rotation

Assets:

ITIL v3 2011 Foundation certification or similar certification
Post-secondary education in Computer Science, Management of Information Services, or related field

Benefits:

COMPETITIVE COMPENSATION & RECOGNITION: competitive base salary, performance-weighted bonus, education/career support, option to join Employee Share Purchase Plan with employer matching component.

EMPLOYEE BENEFITS & INSURANCE: competitive health and dental coverage, flexible plan for you and your family and short-term & long-term disability plans.

RETIREMENT SAVINGS PROGRAMS: voluntary Group RRSP enrolment with employer matching component.

WORK LIFE BALANCE: paid volunteer days, competitive time off including 10 wellness days off, WorkPerks discount program, hybrid & flex work arrangements.

INCLUSIVE CULTURE AND DIVERSITY: living our core values: Be a Team, Be Accountable, Be Better, engaging with community through Business Resource Groups (BRG communities are volunteer employee-led groups formed around a common interest, identity, or background).

The expected annual base salary range for this role is (90,000 - 120,000), which is determined based on skills, knowledge and experience and geographic location. In addition to base salary, this role is eligible for annual short-term incentive, health and well-being benefits, retirement and savings plan, paid time off and career development.IGM is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.Mackenzie Investments is an accessible employer committed to providing barrier-free recruitment experience. If you require accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.How to Apply: Interested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience to .We thank all applicants for their interest in Mackenzie Investments; however, only those candidates selected for an interview will be contacted.Please apply by April 22 2026.#LI-JS2#LI-Hybrid

Mackenzie Investments

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