Incident & Problem Management Specialist

Definity; Southwestern Ontario; Hybrid; CAD 85,000 - 110,000; Full time

Job summary

A leading insurance company located in Ontario is seeking an Incident & Problem Management Specialist. You'll lead the full lifecycle of incidents and ensure effective coordination for resolutions. With over 8 years in IT and 5 years in incident management, you bring strong analytical and communication skills. Your role ensures service restoration and continuous improvement. This position is hybrid, offering a dynamic work environment and excellent employee benefits.

Benefits

Company share ownership program

Incentive Program

Pension and savings programs

Paid volunteer days

Educational resources

Wellness programs

Discounts on products and services

Qualifications

• 8+ years of IT industry experience, including cloud and high availability environments.
• 5+ years of Major Incident and Problem Management experience.
• ITIL certification would be considered an asset.

Responsibilities

• Lead and manage the end-to-end lifecycle of major incidents.
• Coordinate problem review meetings and track root cause.
• Govern Service Level Agreements (SLA) and Key Performance Indicators (KPI).

Skills

Leadership skills

Analytical skills

Communication skills

Education

University degree or college diploma in computer science or related discipline

Tools

ServiceNow

Jira Service Management

MS Windows

MS Teams

Confluence

Job description

Incident & Problem Management Specialist

Waterloo, ONT, Canada

Trending

Definity is the parent company to some of Canada’s most long‑standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

The Incident and Problem Management Specialist will govern the (ITIL‑based) incident and problem management process. Accountable for coordinating the right resources to ensure the restoration of normal service (e.g., back to agreed service levels) following an event that disrupts service.

The incumbent ensures continuous improvement of processes required to effectively deliver incident and problem management services. The individual will take on the major incident role in an on‑call 24/7 support rotational basis. Shift work may include evening, night, and early morning shifts.

The role includes Problem Management functions where the incumbent will be responsible for gathering RCA artifacts and tracking progress of related tasks. The incumbent will manage after‑hour emergency change meetings.

What can you expect in this role?

• Lead and manage the end‑to‑end lifecycle of major or managed incidents, ensuring effective coordination, escalation, and resolution.
• Responsible for the command and control of major or managed incident bridges; provide timely and clear updates to stakeholders; participate in on‑call rotations.
• Coordinate problem review meetings to clearly establish root cause; define actions and accountability.
• Collaborate with Change Management teams when emergency changes are required to restore service during business hours. The incumbent will be responsible for performing emergency change activities after hours.
• Document incident learnings, contribute to the knowledge base, and support process improvements.
• Govern Service Level Agreements (SLA) and Key Performance Indicators (KPI). Provide accurate reporting to key stakeholders.
• Works closely with ITSM Change and Release Management team to ensure a seamless alignment across Service Management.
• Responsible for training new and existing staff members with an understanding of the incident and problem management process.
• Responsible for reviewing metrics and reports with leadership / technology groups; measuring the effectiveness of the incident and problem activities.

What do you bring to the role?

• University degree or college diploma in computer science, information systems, or a related discipline.
• 8+ years of IT industry experience, including exposure to cloud and high availability production environments; 5+ years of Major Incident and Problem Management experience.
  • ITSM Toolsets: Experience using ServiceNow and Jira Service Management would be an asset.
  • Technology Proficiency: Networking, database, cloud, SaaS, monitoring, or cyber security knowledge would be an asset.
  • Software Proficiency: MS Windows, MS Teams, MS Office, Confluence, Jira, or SharePoint would be an asset.
• Strong personality traits include confidence, discipline, and assertiveness.
  • Self‑motivated, accountable, and able to navigate challenges with a sense of calm and determination.
  • Analytical and troubleshooting mindset; able to grasp complex systems quickly.
  • Organized, detail‑oriented, and able to manage multiple tasks under pressure.
• Strong communication skills (written and verbal); adept at conveying technical issues clearly for all stakeholders.
• ITIL certification would be considered an asset.

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.

What’s in it for you?

• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company‑matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Go ahead and expect a lot — you deserve it.

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work ® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by [e-mail].

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).