Problem Management Manager

3 months ago

North York, Canada Sun Life Full time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Our teams are dedicated to providing the services and technology our business partners need to help customers achieve lifetime financial security. Through innovation and collaboration, we're striving to continually find new and better ways to bring value to Sun Life. Digital Business and Technology Solutions (DBTS) has employees in Canada, Ireland, the U.S. and Asia. We partner closely with groups and individuals throughout Sun Life Financial to provide products and services that deliver business value.

Sun Life has implemented a formal IT Operations Management practices based on a suite of ITIL V3 framework defined processes such as Incident, Problem, Change and Configurations Management with a mandate to contribute to the overall support and stability of Sun Life's Global IT environment.

The Problem Management Managers are part of a dedicated team of professionals who are empowered to conduct a post-incident review, timely identification and closure of problems and with a mandate to find "root cause" in a timely manner and assign remediation tasks to prevent recurrence. All aspects of the work will be well structured and conducted utilizing ITIL practices adapted for Sun Life Financial service offerings.

**What Will You Do?**
- Support, promote and standardize Global Problem Management Process
- Collaboratively work with IT service owners, support teams and Incident Managers to determine root cause analysis, develop action plans to prevent recurrence of incidents and problems as well resulting tasks to completion.
- Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.
- Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
- Ensure recurring incident resolution is addressed with urgency
- Identify and development opportunities to mature the Problem Management processes including facilitating review meetings, document learnings and developing implementation plans to address fall-out and mitigate future risks.
- Develop, document and implement new and/or modified procedures as required using multiple vectors (post incident reviews, performance metric, etc).
- Maintain a comprehensive understanding of all aspects of product delivery and operations

**What Do You Need To Succeed?**
- Minimum of six (6) years' experience with incident management, problem management, or root cause analysis in an IT environment
- Minimum of ten (10) years' experience using negotiation, influencing, and facilitation skills in a business or IT environment
- Foundation certification and working knowledge of ITIL V3 Service Management Framework with specialization on Incident and Problem Management processes.
- Detail oriented with strong analytical, organizational, and problem identification skills
- Well-developed technical aptitude; knowledge and understanding of services provided by IT departments
- Able to translate complex issues in an understandable, organized way
- Effective verbal and written communication skills; confident presenter, facilitator and public speaker
- Technically savvy with working knowledge of leading technologies used in a modern and progressive IT environment. Experience in system support, administration or design required.
- Demonstrated ability to identify and execute process improvements and efficiency gains
- Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
- Strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, architects and leaders.
- Ability to manage relationships with peers and managers as it relates to support and services
- Ability to stay calm and work under pressure in stressful situations
- A positive, energetic attitude
- Working knowledge of ServiceNow or other Service Management tools.

**Notes/Unique Requirements**:
**Assets**:

- Broad understanding of the SLF technical architecture and its supporting organizations both within and outside the company
- Strong technical knowledge on one or more platform in Sun Life’s IT infrastructure
- Intermediate level experience with MS Office Tools
- Experience working with global teams

**What's In It For You?**
- Great Place to Work® Certified in Canada and the US -

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