Senior Incident and Problem Manager

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 .

The Opportunity:

Were 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 forclientspartnersand colleagues. Youbuild trusted relationshipschampionservice excellence andcontribute to a culture where people feel valued and supported

• We DareYou 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 helpcolleaguesclientsand partners succeed

• We Deliver Youtake ownership of your workhonouryourcommitmentsand focus on delivering meaningful 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:

• Bachelors 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

Your Information

By submitting your application you consent to the collection use and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws including thePersonal Information Protection and Electronic Documents Act (PIPEDA)and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law.

Further information is available on the Privacy link on our Career Page Privacy Policies

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.

We thank all applicants for their interest however only those selected for further consideration will be contacted.

No recruiters or agencies please.

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 1000 employees. Were building a comprehensive technology-enabled client-centric wealth services ecosystem. Our clients include our partners advisors and investors. Were 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. Were proud to power businesses that empower investors.

A career with Aviso means being part of a group of talented energetic professionals who live their values every day and belonging to an organization dedicated to your success and career development. If youre looking for interesting and challenging work at a company committed to its people apply to join our team.

Salary

This position is posted with an expected salary range of $100000 - $110000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.

Required Experience:

Manager