Senior Problem Management Specialist

RBC; Vancouver; On-site; CAD 85,000 - 105,000; Full time

Job summary

A leading financial institution in Vancouver seeks an experienced Problem Manager to lead Root Cause investigations and ensure effective Problem Management Operations. The ideal candidate will have over 5 years of IT Problem Management experience and strong analytical skills. Key responsibilities include delivering investigations, tracking action items, and working alongside technical teams to resolve issues. This full-time role offers competitive compensation and career growth opportunities within a collaborative team.

Benefits

Comprehensive Total Rewards Program

Work in a collaborative team

World-class training program

Qualifications

• 5+ years of experience in IT Problem Management.
• Strong root cause analysis skills with thorough investigations.
• Strong attention to detail.

Responsibilities

• Lead Root Cause investigations and drive follow-up tasks.
• Deliver Problem Management Operations to the global enterprise.
• Facilitate Major Problem Review meetings weekly.

Skills

Communications

Problem Solving

Data Analysis

Detail-Oriented

Incident Management

Education

Bachelor’s degree in Engineering or Computer Science

Tools

ITSM tools

Job description

Overview

The Problem Manager will help resolve complex problems efficiently and effectively, minimizing downtime, reducing the impact on customers and stakeholders, and improving overall service quality and reliability. You will be responsible for leading Root Cause investigations and then driving the completion of follow-up tasks aimed at introducing improvements to IT environment.

What will you do?

• Provide Enterprise Problem Management investigation services and support to all pillars within the Tech Infrastructure groups within RBC and RBC group companies.

• Deliver Problem Management Operations and Root Cause Analysis Services to the global enterprise, ensuring quality and effectiveness

• Facilitate and lead a Major Problem Review on a weekly basis, and ensure all action items are tracked to delivery

• Accountable to deliver Root Cause Analysis facilitation and investigation services to the RBC Enterprise, on a global basis.

• Ensure quality and effectiveness in the delivery of Investigation and Resolution Services for Critical Business Facing Problems rooted in IT issues.

• Work with technical support teams to identify the root cause of incidents, and implement solutions or mitigation efforts of the root cause

• Communicate and/or train stakeholders who will interact with this new process across the enterprise

What do you need to succeed? Must-Have:

• 5+ years of experience in IT Problem Management

• Working knowledge of IT infrastructure and services, including a strong understanding of the risks associated with the platforms and related ITSM processes

• Strong root cause analysis skills, with experience conducting thorough investigations to determine the underlying causes of major problems, and identifying opportunities for improvement

• Previous experience identifying and assessing the scope, impact, and urgency of major problems, and determining the necessary resources and expertise required to resolve them

• Strong communication (verbal and written) skills, including strong relationship management; sound problem-solving, analytical, research, and quantitative skills

• Strong attention to detail

Nice To Have:

• Project Management experience

• Previous experience working with ITSM tools

• Bachelor’s degree in Engineering or Computer Science or equivalent.

• ITIL certification

• Banking experience

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable

• Leaders who support your development through coaching and managing opportunities

• Ability to make a difference and lasting impact

• Work in a dynamic, collaborative, progressive, and high-performing team

• A world-class training program in financial services

• Opportunities to do challenging work

#LI-POST
#TechPJ

Job Skills

Adaptability, Big Picture Thinking, Communication, Data Analysis, Detail-Oriented, Documentations, Effective Written Communication, Incident Investigations, Incident Management, Internal Reporting, Management Reporting, Problem Management, Problem Solving, Root Cause Investigations

Additional Job Details

Address: 885 GEORGIA ST W:VANCOUVER

City: Vancouver

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: TECHNOLOGY AND OPERATIONS

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-09-29

Application Deadline: 2025-10-16

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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