Lead Problem Management for Interac’s Real Time Rail payments systems, applying ITIL v4 practices within a versatile 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.
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📌 Problem Management Lead Itil Toronto
🏢 Interac
📍 Toronto