Senior Incident and Problem Manager to drive Incident, Problem, and Change Management processes using ITIL, ServiceNow, and PowerBI - JP1415

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 Man...