Apply on Kit Job: kitjob.ca/job/2fslkf

Overview

Location: Toronto & Winnipeg

Reports to: Director ITSM Transition and Operations

IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $310 billion in assets as of December 31, 2025. It offers financial planning and investment services to over two million Canadians through IG Wealth Management and Mackenzie Investments. Founded in 1926, IG Wealth Management is a key part of IGM's business model, providing comprehensive wealth management services to Canadian financial advisors and their clients. With a vision to inspire financial confidence, IG Wealth Management is recognized as one of Manitoba’s Top Employers, Canada’s Top 100 Employers, and Best Diversity Employers, aiming to innovate the industry and support Canadians in achieving their financial goals. Join our team to engage in continuous learning and skill development in a supportive environment. Our hybrid work environment includes three days a week in the office to connect, collaborate, and work with colleagues. Our values: Be better; Be accountable; Be a team.

Responsibilities

- Responsible for executing, maintaining and improving the incident, problem and IT communications processes across the IGM Technology organization, partnering with internal technology and business support teams, organizational leadership and third-party technology vendors.
- Develops, communicates, and owns the storage of runbooks, playbooks, and procedures required to execute the problem, incident and IT communications processes, including escalation criteria.
- During an incident, ensure complete and accurate ticket documentation and drive toward swift and appropriate resolution.
- Track incident status, response and resolution communications, keeping impacted and interested stakeholders up-to-date on key developments.
- Monitor incidents, their resolutions and escalations to identify trends and potential problems.
- Measure and evolve KPIs and service levels for Incident, Problem, and Communication processes,



partnering with the IGM Technology Reporting team to enable reporting and dashboarding.
- Ensure effective integration and information flow between partnering IGM Technology support teams and key technology service providers to support incident/problem responses, triage, root cause analysis, and remediation plans to prevent recurrence.
- Work with IT Change Management to identify incidents caused by change and incidents/resolutions related to change.
- Contribute to the development and management of knowledge management processes and tools, including known errors repository and a problem database.
- Operate, maintain and improve the IGM Computer Incident Response Team (CIRT) process, integrating with key technology providers’ CIRT processes.
- Conduct post-incident reviews (PIR) and identify actions as required.
- Socialize and train IGM Technology and business stakeholders on incident, problem and IT communications processes as required.
- Leverage ITIL best practices for continuous improvement.

Qualifications

- Required
- Robust verbal and written communication skills and problem-solving abilities
- Ability to work independently and manage time while contributing to a high-performance team
- Self-starter with at least 2+ years of relevant experience in Incident/Problem Management or a comparable combination of education and experience in IT Service Management
- Experience with Root Cause Analysis methods (e.g., GEMS, Kepner-Tregoe, 5 Whys, Ishikawa)
- Experience operating in an ITIL-based Incident/Problem function with KPI measurement across internal and third-party providers




- Thorough understanding of ITIL/ITSM processes and lifecycles (Incident, Problem, Knowledge, Service reporting and KPIs)
- Strong relationship-building skills and ability to influence across the organization
- Ability to drive continuous improvement across functional areas
- Ability to work in challenging and ambiguous environments and to use data-driven techniques
- Flexible and adaptable to changing priorities
- Strong service-oriented mindset
- Participate in 24/7/365 on-call rotation

Assets

- ITIL v3/2011 Foundation or similar certification
- Post-secondary education in Computer Science, Management of Information Services, or related field

Benefits

- Competitive compensation and recognition: base salary, performance-based bonus, education/career support, and Employee Share Purchase Plan with employer matching
- Benefits and insurance: health and dental coverage, flexible plan for you and your family, short-term and long-term disability
- Retirement savings: voluntary Defined Contribution Pension Plan
- Work-life balance: paid volunteer days, generous time off, wellness days, WorkPerks discounts, hybrid and flexible work arrangements
- Inclusive culture and diversity: core values and community engagement through BRGs

The expected annual base salary range for this role is 90,000 - 120,000, determined by skills, knowledge and experience and geographic location. In addition to base salary, this role is eligible for annual short-term incentive, health and well-being benefits, retirement and savings plan, paid time off and career development.

IGM is a diverse workplace committed to inclusive hiring. Applications from all qualified candidates are welcome, including those from diverse backgrounds. IGM is an accessible employer; accommodations are available upon request during the recruitment process. For apply details, please visit the IG Careers page.

Please apply before April 22, 2026.

#J-18808-Ljbffr

Apply on Kit Job: kitjob.ca/job/2fslkf

📌 Manager, Incident and Problem (Winnipeg)
🏢 IG Wealth Management
📍 Winnipeg