Senior Incident and Problem Manager

Socket.dev; Toronto; On-site; CAD 115,000 - 125,000; Full time

Benefits offered by this job

Competitive compensation package

Health, dental and insurance benefits

Generous vacation time and retirement

Education assistance program

Regular social events

Job summary

Aviso, a leading Canadian wealth management and investment services provider, seeks a Senior Incident and Problem Manager to lead end-to-end IT incident and problem management across Technology Ops & Support Partners. You’ll drive incident restoration, root cause analysis, and continuous improvement of ITIL-aligned processes, reporting, and governance.

You will collaborate with cross-functional teams to strengthen resilience, production readiness for releases, and change governance, ensuring

Qualifications

• 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.

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

Skills

IT operations

Incident management

Problem management

ITIL practices

Communication

Crisis management

Cross-functional collaboration

Change governance

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

ServiceNow

Remedy

Jira Service Management

Job description

Aviso

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at www.aviso.ca.

The Opportunity

We’re looking to fill an opening for a Senior Incident and Problem Manager to join our Technology Ops & Support Partners team.

Reporting to the Director, Service Delivery & Ops Governance, this role is responsible for leading end-to-end IT incident, and problem management practices across the department.

The Senior Incident and Problem Manager will ensure timely service restoration, effective major incident response, thorough root cause analysis, and the successful implementation of corrective and preventive actions. This role will also drive continuous improvement of ITIL-aligned processes, reporting, and operational governance.

Working closely with other teams, the Senior Incident and Problem Manager plays a critical role in strengthening operational resilience, reducing service disruption, and improving accountability. The role supports production readiness for significant releases, oversees adherence to change governance requirements, manages the lifecycle of standard, normal, and emergency changes, and escalates risks, exceptions, and control gaps to maintain service stability and release quality.

Asoneaviso

• We Care– Youdo the right thing forclients,partnersand colleagues. Youbuild trusted relationships,championservice excellence, andcontribute to a culture where people feel valued and supported

• We Dare–You challenge the status quo with bold ideasand fresh perspectives. Youembrace change, seek opportunities toinnovateand are comfortable exploring new ways of working

• We Share– Youcollaborate openlyand build meaningful relationships. Youseek outdiverse perspectives, share yourknowledgeand work together to helpcolleagues,clientsand partners succeed

• We Deliver– Youtake ownership of your work,honouryourcommitmentsand focus on delivering meaningful results.You hold yourself accountable and continuously look for ways toimprove

What your day looks like

• 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

Your experience and skills

• 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
• ITIL Foundation or higher certification is preferred
• Experience supporting production readiness, release readiness, operational acceptance, or service transition activities is considered an asset
• Experience in financial services, regulated environments, or other high-availability industries is considered an asset
• Experience producing incident/problem dashboards, operational reports, and service review materials is considered an asset
• Exposure to Azure, AWS, hybrid infrastructure, and modern monitoring/automation tools is considered an asset
• Fluent communication skills in English are required and bilingual skills in French are an asset

Why Aviso

At Aviso, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• 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 and an education assistance program
• Regular social events to foster teamwork

Equal Employment 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.

Company Overview

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 union Centrals, Co-operators/CUMIS, and Desjardins. We’re proud to power businesses that empower investors.

Salary

This position is posted with an expected salary range of $115,000 - $125,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.