Incident & Problem Manager Sr

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region. Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce. Our brand promise - Makes Work Life Better ™ - Reflects our commitment to employees, customers, partners and communities globally. Location: The successful candidate will have the opportunity to work in a hybrid environment; working remote as well as at the closest office location About the opportunity We are looking for a Problem Manager to join our rapidly growing Global Cloud organization. The primary responsibility is to lead teams through the investigation of root cause for major incidents using 5-whys principles. As part of these efforts, you will need to work with teams to perform detailed root cause analysis, drive and track prevention action items, and provide weekly summaries and status updates. Collaborating with the Manager of Problem Management, this person will partner within our Cloud and engineering teams and identify areas of opportunity to improve the quality of product and service by applying preventative measures. This person will also be a partner with our Strategy Product & Technology (SP&T) and Global Incident Management teams to help increase problem tracking and root cause analysis across all regions and products we support. The successful candidate will build excellent working relationships with multiple teams, collaborating on the process, and driving teams to meet SLA targets for root cause identification, elimination, and prevention. What you'll get to do Drive both reactive and proactive Problem Management activities with responsible parties with the goal of eliminating future problems/incidents. Initiate actions from the Problem Management process to assist teams in identifying methods for quicker diagnosis, root cause analysis, and resolution. Prepare reports and statistics, KPIs, and trend reports for use in the problem management process. Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently. Facilitate major incident (PIR) and problem review meetings. Ensure the problems progress through the Problem Management process in a timely and prioritized fashion. Track and communicate progress of problem(s) to relevant parties. Call and chair postmortem review meetings following Major Incidents Create and deliver external content regarding service disruptions partnering with Global incident management teams. Ensure that the problem management information is accurate and is complete. Maintains inventory of problems and tasks under analysis and their current progress and status Communicate findings and recommendations clearly and concisely to key stakeholders and leadership. Skills and experience we value Minimum 6-8 years of working experience as a Problem Manager or being a part of problem management team Minimum of 2 years of experience in providing complex SaaS customer support, management, and/or supervision Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment. Experience with ServiceNow reporting or PowerBI reporting. Strong collaboration and communication skills, with the ability to effectively work with teams across different locations and cultures. Ability to navigate and translate complex issues and create collaborative, cross-functional solutions. High degree of analytical and critical thinking skills Public Cloud and Colo experience Experience/knowledge in core technologies Compute, Database and Network Incident, problem and change management experience for customer facing environments/products. Deep analytical skill and a passion for gathering information from various sources; analyzing and presenting recommendations to leadership to drive service availability and process improvements. Experience in process improvement identification, recommendations, and implementation. A good understanding of Change, configuration, and other related processes. Strong written and verbal communication skills across both technical and non-technical audiences. Ability to lead discussions about major outages and services restoration. Certifications from AWS, Azure, or GCP and experience in public sector are a bonus. An analytical approach to problem solving. Extremely responsive and organized. Keen attention to detail. Highly self‑motivated and driven. Ability to present ideas to various audiences in user‑friendly terms. Reporting and automation experience What’s in it for you Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We encourage individuals to apply based on their passions. Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits. With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself. 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