Job Title: Senior Incident & Problem Manager
Location: First Canadian Place, 100 King St West Toronto ON,  M5H 1H1
Work Model: Hybrid – 2 days/week onsite
Shift Timing: Monday to Friday | 8:30 AM – 5:00 PM ET
Contract Duration: 12 Months
Extension: High possibility of extension
Conversion: Intended Contract-to-Hire (Potential for Full-Time Employment)
Start Date: August 1, 2026
Overtime: Occasional weekend coverage as required
 
Position Summary
Our client is seeking a Senior Incident & Problem Manager to join their Capital Markets Technology & Operations team. This role focuses on Problem Management, driving proactive identification, analysis, and resolution of recurring production issues to improve operational stability across global technology environments. The role also oversees Incident and Change Management governance, ensuring critical production incidents are managed effectively while promoting continuous service improvement. Reporting to the Director, Incident/Problem Management, the successful candidate will collaborate with technical teams, business stakeholders, and leadership to enhance IT service delivery using ITIL best practices.
 
Roles & Responsibilities

• Lead and govern Incident, Problem, and Change Management processes in alignment with ITIL best practices.
• Drive proactive Problem Management by performing root cause analysis (RCA) and implementing permanent corrective actions for recurring production issues.
• Coordinate and manage high-priority production incidents to ensure timely resolution and effective stakeholder communication.
• Partner with technology teams, SMEs, and business stakeholders to improve operational stability and service delivery.
• Analyze incident trends, operational metrics, and service data to identify risks, recommend improvements, and support decision-making.
• Develop and deliver reports, dashboards, and operational insights using Power BI and Advanced Excel.
• Facilitate post-incident reviews, track remediation activities, and ensure action items are completed.
• Support Change Management activities and assess operational impacts of planned technology changes.
• Ensure compliance with organizational policies, regulatory requirements, risk controls, and information security standards.
• Maintain documentation, knowledge articles, and process improvements using ServiceNow, Jira, and Confluence.
• Provide guidance to internal teams on Incident and Problem Management best practices while supporting strategic operational initiatives.

 
Must-Have Skills

• 4–6 years of experience in Incident Management, Problem Management, or IT Service Management.
• ITIL v3 or ITIL 4 Certification with strong knowledge of ITIL processes.
• Hands-on experience managing Incident, Problem, and Change Management activities.
• Experience performing root cause analysis (RCA) and driving long-term corrective actions.
• Experience with ServiceNow for ITSM processes.
• Experience using Jira and Confluence.
• Experience creating reports and dashboards using Power BI.
• Advanced Microsoft Excel skills (Pivot Tables, formulas, reporting, data analysis).
• Understanding of applications, operating systems, and networking concepts (TCP/IP, routing, network topology, hardware).
• Excellent written and verbal communication skills with experience coordinating cross-functional stakeholders.
• Strong analytical mindset with exceptional attention to detail.

 
Nice-to-Have Skills

• Previous experience within BMO or another Canadian financial institution.
• Capital Markets Technology or Banking Operations experience.
• Graduate degree in Computer Science, Information Technology, or a related technical discipline.
• Experience supporting enterprise-scale production environments.
• Knowledge of operational risk, compliance, and regulatory processes within financial services.
• Experience driving continuous service improvement initiatives and operational governance.

 
  
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.The pay rate for this position is $40.77/hr.