Lead Problem Management for Interac’s Real Time Rail payments systems, applying ITIL v4 practices within a adaptable hybrid work model.

Reporting to the Leader Process and Operational Excellence, this lead directs the end-to-end problem lifecycle. The work covers major problem investigations, root cause analysis, trend and risk analysis, and preventative remediation. It also advances practice maturity through process design, tooling, metrics, reporting, audit readiness, and ITSM integration.

Key Responsibilities:

- Direct the end-to-end problem lifecycle
- Lead major problem investigations and root cause analysis standards
- Analyze trends and risks, then guide preventative remediation
- Build stakeholder confidence in service level commitments
- Advance process maturity, reporting, and audit readiness

Requirements:

- Four to five years of Problem Management experience
- Financial Services experience preferred
- Experience working in a regulated industry
- Ability to collaborate with internal and external stakeholders
- ITIL knowledge and change leadership experience

Bring ITIL knowledge, operational leadership, and continuous improvement experience to Interac’s critical payments service delivery function.

📌 Problem Management Lead ITIL (Toronto)
🏢 Interac
📍 Toronto