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Aviso, a leading Canadian wealth management organization, is seeking a Senior Incident and Problem Manager to join the Technology Ops & Support Partners team. Reporting to the Director of Service Delivery & Ops Governance, this role owns end-to-end IT incident and problem management practices across the department.
You will lead major incident response in a 24x7 enterprise environment, ensuring timely service restoration and minimal business impact. Key responsibilities include facilitating major incident bridges with technical teams, vendors, and business stakeholders; conducting post-incident reviews and root cause analysis; managing the problem management lifecycle including recurring issue identification and known error tracking; and producing incident metrics (MTTR, SLA performance, incident trends, recurrence rates).
You will support production readiness for significant releases by assessing operational risks, monitoring, rollback planning, and incident response preparedness. Working closely with engineering, infrastructure, cloud, service desk, cybersecurity, and vendor teams, you will identify recurring operational gaps and help mature practices that improve reliability and service resilience. You will also maintain and improve incident management procedures, escalation paths, communication templates, runbooks, and governance practices.
Required qualifications: Bachelor's degree in IT, Computer Science, or equivalent work experience; 5+ years in IT operations, service management, incident management, or problem management; proven experience leading major incidents in high-availability enterprise environments; strong ITIL knowledge (incident, problem, change, service management); hands-on experience with ITSM platforms (ServiceNow, Remedy, Jira Service Management, or similar); understanding of infrastructure, application, cloud, network, and cybersecurity environments; demonstrated experience with post-incident reviews, root cause analysis, and corrective action tracking; excellent written and verbal communication skills for technical teams, vendors, business stakeholders, and senior leaders; and strong crisis management capabilities.
