Program Manager

Media Riders Inc.; Wellesley (MA); On-site; USD 120,000 - 170,000; Full time

Job summary

Sun Life seeks a Major Incident and Problem Management Manager to lead the response to technology disruptions. You will coordinate technical teams, facilitate communication, and ensure timely resolution while minimizing business impact.

The role emphasizes root cause analysis, collaboration with IT service owners, and driving remediation through established ITIL and ITSM practices, with a focus on continuous improvement and stakeholder engagement.

Qualifications

• Minimum six years in incident management, problem management, root cause analysis or related IT operations.
• Strong negotiation, influencing, facilitation and stakeholder engagement skills in business or IT settings.
• ITIL Foundation certification and practical ITSM knowledge, with emphasis on Incident and Problem Management.

Responsibilities

• Lead responses to technology disruptions and drive resolution through structured incident and problem management practices.
• Coordinate technical teams, facilitate communications, and ensure incidents and problems are resolved with minimal business impact.
• Collaborate with IT service owners and support teams to perform root cause analysis and develop corrective action plans.

Skills

Incident management

Root cause analysis

Stakeholder management

Facilitation

Negotiation

Education

ITIL Foundation certification

Tools

ServiceNow

Job description

Sun Life has implemented formal IT Operations Management practices based on ITIL® framework processes, including Incident, Problem, Change, and Configuration Management. These practices support the stability, reliability, and continuous improvement of a complex global technology environment.

The Major Incident and Problem Management Manager will be part of a dedicated team of professionals responsible for leading the response to technology disruptions and driving resolution through structured incident and problem management practices. The successful candidate will play a critical role in coordinating technical teams, facilitating communication, and ensuring incidents and problems are resolved efficiently while minimizing business impact.

Key Responsibilities

The successful candidate will:

• Ensure incidents are managed through to resolution as quickly as possible through effective coordination of resources, appropriate escalation, and facilitation of meetings.
• Ensure problems are managed through to resolution using structured problem management practices, effective coordination, and stakeholder engagement.
• Collaborate with IT service owners and support teams to conduct root cause analysis, develop corrective action plans, and drive completion of remediation activities.
• Identify opportunities to enhance and mature Incident and Problem Management processes through reviews, lessons learned, and continuous improvement initiatives.
• Facilitate post-incident and problem review meetings, document outcomes, and develop implementation plans to mitigate future risks.
• Develop, document, and implement new or revised procedures based on operational findings, performance metrics, and process improvement opportunities.
• Maintain a comprehensive understanding of technology operations, service delivery processes, and supporting infrastructure.
• Track and communicate incident and problem management metrics, trends, and recommendations to stakeholders and leadership.

Qualifications and Experience

The successful candidate will possess:

• A minimum of six (6) years of experience in incident management, problem management, root cause analysis, or a related IT operations function.
• A minimum of ten (10) years of experience utilizing negotiation, influencing, facilitation, and stakeholder management skills within business or IT environments.
• Strong organizational, planning, analytical, and problem-solving skills.
• ITIL Foundation certification and practical knowledge of IT Service Management practices, with a strong focus on Incident and Problem Management.
• Exceptional attention to detail and the ability to identify, analyze, and resolve complex issues.
• Strong technical aptitude and an understanding of IT service delivery and operational support functions.
• The ability to translate complex technical concepts into clear, organized, and actionable information for diverse audiences.
• Excellent verbal and written communication skills, including experience presenting and facilitating discussions with technical and non-technical stakeholders.
• Experience working with modern enterprise technologies, including system support, administration, or solution design.
• Demonstrated success implementing process improvements and driving operational efficiencies.
• Proven ability to build collaborative relationships with business stakeholders, technology teams, vendors, and leadership at all organizational levels.
• Strong interpersonal skills with experience engaging engineers, architects, developers, operational teams, and senior leaders.
• The ability to effectively manage relationships and navigate challenging situations in a fast-paced environment.
• The ability to remain calm and make sound decisions under pressure during critical incidents.
• A positive, proactive, and customer-focused approach.
• Experience using ServiceNow or other IT Service Management (ITSM) platforms.