IT Problem & Incident Coordinator | RCA & Handover to Ops

BRP; Montreal (administrative region); On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonus

Generous paid time away

Pension plan

Healthcare fully paid by BRP

Discount on BRP products

Flexible work schedule

Job summary

BRP is seeking an experienced IT Problem Coordinator to partner with cross‑functional IT teams, service providers and business stakeholders to resolve major incidents, perform RCA, and handover projects to operations with minimal disruption across BRP’s network.

You’ll leverage ITIL principles, coordinate with vendors, and drive governance and continuous improvements in problem management across BRP’s global network.

Qualifications

• 5+ years in IT Problem Management, IT Support, IT Operations, or Project Management.
• Strong knowledge of ITIL framework; certification is a plus.
• Fluent in French and English (spoken and written).
• Experience in manufacturing or industrial IT environment is a plus.
• Experience coordinating with external vendors and global teams.

Responsibilities

• Coordinate investigation, RCA, and resolution of major IT incidents with technical teams and vendors.
• Drive governance and lifecycle management of problem records (workarounds, known errors, fixes).
• Advise in handover process to ensure operations teams are prepared and documented before go-live.
• Collaborate with IT teams and stakeholders to assess problem validity and manage risk acceptances.
• Monitor and optimize problem management processes, metrics, and incident reduction initiatives.

Skills

ITIL

Issue resolution

Vendor management

Analytical thinking

Bilingual French/English

Tools

ServiceNow

Remedy

SAP

Job description

BRP is seeking an experienced IT Problem Coordinator to partner with cross‑functional IT teams, service providers and business stakeholders to resolve major incidents, perform RCA, and handover projects to operations with minimal disruption across BRP’s network.

You’ll leverage ITIL principles, coordinate with vendors, and drive governance and continuous improvements in problem management across BRP’s global network.