Duration: 12 months Location: Downtown Toronto (Hybrid - in office 2 times per week) This is a backfill position with a primary focus on service delivery management, emphasizing proactive Problem Management activities to identify, analyze, and address the root causes of recurring issues affecting Capital Markets Technology and Operations across global regions.

While Incident Management responsibilities remain a significant part of the role, they represent a smaller, more reactive component focused on coordinating the timely resolution of production issues as they arise.

The Senior Incident/Problem Manager provides governance and oversight for Incident, Problem, and Change Management processes, partners with SMEs and stakeholders to drive operational stability, recommends and implements process improvements, and acts as a subject matter expert in resolving complex issues in accordance with Bank and industry standards.

The role reports to the Director, Incident/Problem Management.

Team Structure: This role will be on a small team of 4, with 3 incident/problem managers and 1 senior manager.

The work is highly cooperative, especially for incident management, but there will be an independent component (working in silos with your own portfolio) as well.

Must Haves 4 - 6 years of relevant experience Expert knowledge of ITIL (v3 or V4) and processes ITIL Certification Experience with applications, operating systems and/or networking (TCP/IP, routing, network topologies and hardware, etc).

PowerBI experience Service





Now experience Confluence/Jira experience Advanced Excel skills Strong attention to detail Strong written and verbal communication skills Ability to investigate root causes and communicate fixes Nice to Have Former banking experience, especially within Capital Markets Graduate degree in Computer Science or a related technical field Responsibilities Ensures Incident /Problem Management Processes are followed.

Works independently on a range of complex tasks, which may include unique situations.

Conducts independent analysis and assessment to resolve strategic issues.

Builds effective relationships with internal/external stakeholders.

Ensures alignment between stakeholders.

Breaks down strategic problems and analyzes data and information to provide insights and recommendations.

Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.

Executes work to deliver timely, accurate, and efficient service.

Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.

Executes work to deliver timely, accurate, and efficient service.

Organizes work information to ensure accuracy and completeness.

Answers inquiries and resolves routine issues or escalates to more senior team members.





Collaborates with internal and external stakeholders to deliver on business objectives.

Maintains current knowledge of CM, Best practices, and trends.

Provides advice to internal business partners and peers to support the completion of processes or activities within established procedures.

Exercises judgment to identify, diagnose, and solve problems within given rules.

Provides advice and guidance to assigned business/group on implementation of solutions.

Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.

Gathers and formats data into regular and ad-hoc reports and dashboards.

Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.

Follows through on risk and compliance processes and policies to ensure we safeguard our customers assets, maintain their privacy, and act in their best interest.

Maintains the confidentiality of customer and Bank information.

Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.

Protects the Bank''s assets in compliance with all regulatory, legal, and ethical requirements.

Complies with legal and regulatory requirements, including Anti-Money Laundering and Terrorist Financing reporting, Financial Consumer Agency of Canada (FCAC), and the Privacy Act.

Focus is primarily on business/group within the bank; may have broader, enterprise-wide focus.

Broader work or accountabilities may be assigned as needed.

Interviews: 1hr with HM and one up manager over teams, possible second round with Senior Leader

📌 Senior Incident and Problem Manager to drive Incident, Problem, and Change Management processes using ITIL, ServiceNow, and PowerBI (Toronto)
🏢 S.i. Systems
📍 Toronto