Incident & Problem Management Specialist

1 week ago

Waterloo, Ontario, Canada Definity Full time $80,000 - $120,000 per year
Description

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.

  • Director, BCM Incident Management

    2 weeks ago

    Waterloo, Ontario, Canada Manulife Full time $100,950 - $181,710 per year

    The Canada Operations Risk & Resiliency team is seeking an enthusiastic, organized individual as the Director, BCM Incident Management who will represent Canada Operations in leading and coordinating the Incident Management team as part of Business Continuity Management (BCM). The successful candidate will be a highly motivated and passionate professional...

  • Curriculum Management Specialist

    10 hours ago

    Waterloo, Ontario, Canada University of Waterloo Full time $60,385 - $75,481

    At the University of Waterloo, we create and promote a culture where everyone can reach their full potential. As an employee, you get support & opportunities that empower you to advance your career. Explore how we can bring big ideas to life, together. The University is a welcoming workplace for those of all abilities, interests, and expertise. As part of...

  • Order Fulfillment Specialist

    1 week ago

    Waterloo, Ontario, Canada SPECTRAFORCE Full time $55,000 - $70,000 per year

    Title- Customer Order and Fulfilment SpecialistDuration- Full-time/PermanentLocation- Waterloo, ONPay Rate- $26.00 / HourlyJob descriptionThe OpportunityAs an integral part of the Fulfillment department, the Customer Order & Fulfilment Specialist plays a crucial role in ensuring delivery excellence within the Order Fulfilment lifecycle while providing...

  • Team Lead AVIT Support

    7 days ago

    Waterloo, Ontario, Canada Wilfrid Laurier University Full time $47 - $49

    Department: Information and Comm. Technologies Job Type: ContinuingFull-time/Part-time: Full Time (>=1249 hrs/year) Campus: Waterloo Reports to: Manager, ICT AVIT & Project and SupportEmployee Group: WLUSA Application Deadline: October 23, 2025Requisition ID: 10254 Wilfrid Laurier University is a leading multi-campus university that excels at educating...

  • Senior Technology Specialist, Digital Developer

    2 weeks ago

    Waterloo, Ontario, Canada Equitable Full time $80,000 - $120,000 per year

    At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact; for our clients, our communities, and each other.The Opportunity: At...

  • Senior Technology Specialist, Digital Developer

    2 weeks ago

    Waterloo, Ontario, Canada Equitable Full time $120,000 - $180,000 per year

    At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact; for our clients, our communities, and each other.The Opportunity: At...

  • Student, Private Fixed Income Operations Specialist,

    1 week ago

    Waterloo, Ontario, Canada SLC Management Full time $80,000 - $100,000 per year

    SLC Management is a growing global asset management firm providing innovative and diversified investment solutions to institutional investors. We are breaking new ground with a full spectrum of solutions for a growing institutional client base of more than 1400 organizations. Our history of organic and strategic growth reflects this commitment with over...

  • Implementation Specialist

    7 days ago

    Waterloo, Ontario, Canada GHD Full time $40,000 - $80,000 per year

    Job DescriptionOrganisations don't innovate, people do.As part of our digital transformation business, you'll help clients unlock innovation, embrace the future and change communities for good.And we'll help you stimulate new thinking, accelerate your career and connect you to projects that really matter.Join our team of over 600 data scientists, design...

  • GIS Specialist

    1 week ago

    Waterloo, Ontario, Canada Stantec Full time $80,000 - $120,000 per year

    We are looking for a talented GIS Specialist to join our dynamic team. You would be joining a team of GIS Specialists that work collaboratively to deliver solutions to our internal and external clients using an ESRI Enterprise environment. As a member of Stantec's Environmental Services Geospatial team, which includes over 160 geospatial specialists, you...

  • Sales Development Specialist

    2 days ago

    Waterloo, Ontario, Canada Kash Full time $60,000 - $120,000 per year

    Our Mission @ KashCredit cards are an invention of the 1950s. Every payment 'innovation' since then has been built on top of a pre-mobile architecture while taxing both consumers and businesses alike. At Kash, we are on a mission to make payments better, faster, and safer payment.  Come chat with us if this sounds like a worthy cause. Show us what what...