Incident and Problem Manager, IT Security

**Who we are** Join Scene+ and be part of Canada's most robust lifestyle loyalty program with over 15 million members and growing We are a trusted brand, driven by the belief that there's always something to look forward to with rewards for every kind of life. Our goal is to become Canada's favourite loyalty program by nurturing our Members with rewards their way. We're the exciting joint venture of Cineplex, Empire, and Scotiabank, blending the energy, optimism, and atmosphere of a startup with the support of three iconic Canadian companies. With over 100 team members and plans to grow more, we're an emerging, responsive company. We offer collaboration, accountability, challenges, and rewards to everyone who joins us. Our motto is "Love what's next," and we believe it applies to your career too. Join us to help evolve the program, collaborate with amazing teams, and love what lies ahead. **Who we need** - This is a hybrid role, working five days over a two-week period in the office._ **What is in it for you** - Impact and exposure._ This is a high-visibility role with significant exposure to executive leaders. Working in an agile environment, you will implement meaningful changes and directly see the impact of your work on business operations. You will manage stakeholder relationships and gain valuable experience as part of a small, focused team while collaborating with larger teams at the ownership level. - Team growth and leadership._ You want to bring your experience and knowledge to expand the team’s capabilities and ensure ongoing improvements in IT service management. This is an opportunity to contribute to building and evolving the Incident and Problem Management function, carrying forward the work already established and enhancing it further. - Career development. _We have a proven history of supporting the growth of our people. Whether you want to take your career in a technical lead or people management direction at Scene+ or one of our parent companies, there are always opportunities for advancement. **As our new Incident and Problem Manager, IT Security, you will focus on**: - ** Incident management**: You will own the entire incident lifecycle, ensuring swift resolution and mínimal disruption. Leading responses to cybersecurity and fraud incidents, you will coordinate with internal teams, owners, partners, and service providers while maintaining transparency with stakeholders. - ** Problem management**:You will identify trends, manage recurring incidents, and drive resolutions through structured problem management. You will maintain a known error database, develop workarounds, and lead Root Cause Analysis (RCA) sessions to ensure corrective actions prevent recurrence. You will define success criteria, establish SLAs, and align processes with ITIL best practices. - ** Process improvement**:You will refine incident and problem management practices, enhancing efficiency and resilience. You will test readiness for critical events and explore automation opportunities to optimize workflows. You will define and track key performance indicators (KPIs) and work closely with vendor service providers to document and complete remediation activities. - ** Collaboration**:You will ensure seamless incident resolution and stakeholder communication as the primary coordination point for vendor service providers. You will foster relationships with owner-organization counterparts, enhancing collaboration in shared incidents like cybersecurity threats. As an active security and fraud committee member, you will work alongside Scene+ and owner representatives to strengthen incident response strategies. Additionally, you will establish regular communication cadences with partners, improving visibility into incident management processes and aligning findings and resolutions. - ** Reporting**: You will generate and present reports on incident trends, root causes, and process effectiveness. By providing insights and recommendations, you will enhance service management and mitigate future risks. You will also ensure compliance with organizational policies and regulatory requirements, tracking all logged issues to meet SLA commitments and maintaining thorough documentation. **You bring**: - ** The experience**:You have experience in IT service management, including managing major incidents and conducting root cause analyses. You remain calm and focused under pressure during high-impact incidents. - ** The analytical drive**: You are innovative, curious, and driven to find root causes, resolve problems, and prevent recurring issues. You have a growth mindset and work to advance your knowledge of the latest operational and technical challenges. - ** The technical skills**:You are proficient in data analysis and reporting tools. You have a strong understanding of ITIL principles and best practices and hold an ITIL Foundation Certification. Additional certifications such as ISO 20000, COBIT, or Six Sigma are an asse