Summary

- Experience Level: Level 3 (senior): minimum 5 years

- Duration: 12 Months Contract

- Work Mode: 100% remote, but needs to work EST hours

Responsibilities

- Lead the identification, analysis, and resolution of recurring issues across Enterprise Z infrastructure and services.

- Conduct Root Cause Analysis (RCA) and trend analysis to identify systemic risks and opportunities for improvement.

- Coordinate long-term remediation efforts and preventive actions across Engineering, Operations, and Application teams.

- Maintain compliance with Incident and Problem Management policies, standards, and procedures.

- Track and report on repeated incidents, rolled-back changes, and recurring operational issues.

- Develop and maintain executive dashboards, scorecards, and management reporting.

- Utilize ServiceNow Reporting, Power BI, and Excel to analyze trends, measure performance, and provide actionable insights.

- Produce weekly, monthly, and quarterly reports highlighting key metrics, risks, and remediation progress.

- Independently lead management meetings, governance reviews, and operational discussions.

- Present findings, recommendations, risks, and strategic updates to senior leadership.

- Facilitate cross-functional alignment on action plans, priorities, and remediation activities.

- Train and mentor staff on Problem Management processes, tools, and reporting standards.

- Lead or contribute to automation, process improvement, operational resiliency, and risk reduction initiatives.

- Develop executive presentations, business cases, and implementation plans for strategic projects.

- Support Change Management and operational readiness efforts as needed.

Requirements





- Strong knowledge of ITIL-based Problem Management processes and best practices.

- Advanced proficiency in ServiceNow, including Problem, Incident, Change, and Reporting modules.

- Advanced Excel skills, including Pivot Tables, Power Query, formulas, dashboards, charts, and data modeling.

- Proficiency in Power BI for dashboard development, reporting, data visualization, and executive analytics.

- Experience with Jira, Confluence, and SharePoint.

- Experience supporting enterprise infrastructure environments, preferably Mainframe operations.

- Expertise in root cause analysis, trend identification, and risk assessment.

- Robust problem-solving and analytical capabilities.

- Ability to translate complex operational data into meaningful business insights.

- Skilled in managing multiple priorities and driving issues to resolution.

- Excellent written, verbal, presentation, and facilitation skills.

- Ability to confidently lead management meetings and executive reviews.

- Proven ability to influence and collaborate across Engineering, Operations, Infrastructure, Risk, and Application teams.

- Strong organizational skills with the ability to manage multiple initiatives simultaneously.

- Ability to interpret and apply firm policies, standards, and governance requirements.

Preferred Skills

- Self-starter capable of working independently with minimal direction.

- Strong leadership skills with the ability to drive change and influence outcomes.

- Continuous improvement mindset with a passion for operational excellence.

- Ability to balance day-to-day operational responsibilities with strategic project execution.

- Proven experience leading cross-functional initiatives and delivering measurable business results.

📌 Problem Manager & Strategic Initiatives Lead (Toronto)
🏢 Axelon Services
📍 Toronto