Incident & Problem Management Specialist

Incident & Problem Management Specialist Waterloo, ONT, Canada Be the First to Apply Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.  We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.    The Incident and Problem Management Specialist will govern the (ITIL-based) incident and problem management process. Accountable for coordinating the right resources to ensure the restoration of normal service (e.g., back to agreed service levels) following an event that disrupts service.  The incumbent ensures continuous improvement of processes required to effectively deliver incident and problem management services. The individual will take on the major incident role in an on-call 24/7 support rotational basis. Shift work may include evening, night, and early morning shifts.  The role includes Problem Management functions where the incumbent will be responsible for gathering RCA artifacts and tracking progress of related tasks. The incumbent will manage after-hour emergency change meetings. What can you expect in this role? Lead and manage the end-to-end lifecycle of major or managed incidents, ensuring effective coordination, escalation, and resolution. Responsible for the command and control of major or managed incident bridges; provide timely and clear updates to stakeholders; participate in on-call rotations. Coordinate problem review meetings to clearly establish root cause; define actions and accountability. Collaborate with Change Management teams when emergency changes are required to restore service during business hours.      The incumbent will be responsible for performing emergency change activities after hours. Document incident learnings, contribute to the knowledge base, and support process improvements. Govern Service Level Agreements (SLA) and Key Performance Indicators (KPI). Provide accurate reporting to key stakeholders. Works closely with ITSM Change and Release Management team to ensure a seamless alignment across Service Management. Responsible for training new and existing staff members with an understanding of the incident and problem management process. Responsible for reviewing metrics and reports with leadership / technology groups; measuring the effectiveness of the incident and problem activities. What do you bring to the role?   University degree or college diploma in computer science, information systems, or a related discipline. 8+ years of IT industry experience, including exposure to cloud and high availability production environments; 5+ years of Major Incident and Problem Management experience. ITSM Toolsets: Experience using ServiceNow and Jira Service Management would be an asset. Technology Proficiency: Networking, database, cloud, SaaS, monitoring, or cyber security knowledge would be an asset.  Software Proficiency: MS Windows, MS Teams, MS Office, Confluence, Jira, or SharePoint would be an asset. Strong personality traits include confidence, discipline, and assertiveness.  Self-motivated, accountable, and able to navigate challenges with a sense of calm and determination. Analytical and troubleshooting mindset; able to grasp complex systems quickly. Organized, detail-oriented, and able to manage multiple tasks under pressure. Strong communication skills (written and verbal); adept at conveying technical issues clearly for all stakeholders. ITIL certification would be considered an asset. Interested in this role, but don’t meet every requirement? We encourage you to apply We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.  What’s in it for you? Hybrid work schedule for most roles Company share ownership program Pension and savings programs, with company-matched RRSP contributions Paid volunteer days and company matching on charitable donations Educational resources, tuition assistance, and paid time off to study for exams Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents  Wellness and recognition programs  Discounts on products and services Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.  In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance. Go ahead and expect a lot — you deserve it. Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting . Background checks This role requires successful clearance of background checks (including criminal checks and leadership references).