Senior Incident and Problem Manager

Aviso:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at

The Opportunity:

We’re looking to fill an opening for a Senior Incident and Problem Manager to join our Technology Ops & Support Partners team.

Reporting to the Director, Service Delivery & Ops Governance, this role is responsible for leading end-to-end IT incident, and problem management practices across the department.

The Senior Incident and Problem Manager will ensure timely service restoration, effective major incident response, thorough root cause analysis, and the successful implementation of corrective and preventive actions. This role will also drive continuous improvement of ITIL-aligned processes, reporting, and operational governance.

Working closely with other teams, the Senior Incident and Problem Manager plays a critical role in strengthening operational resilience, reducing service disruption, and improving accountability. The role supports production readiness for significant releases, oversees adherence to change governance requirements, manages the lifecycle of standard, normal, and emergency changes, and escalates risks, exceptions, and control gaps to maintain service stability and release quality.

As oneaviso:

• We Care – You do the right thing for clients, partners and colleagues. You build trusted relationships, champion service excellence, and contribute to a culture where people feel valued and supported

• We Dare –You challenge the status quo with bold ideas and fresh perspectives. You embrace change, seek opportunities to innovate and are comfortable exploring new ways of working

• We Share – You collaborate openly and build meaningful relationships. You seek out diverse perspectives, share your knowledge and work together to help colleagues, clients and partners succeed

• We Deliver – You take ownership of your work, honour your commitments and focus on delivering meaningful results. You hold yourself accountable and continuously look for ways to improve

What your day looks like:

• Lead the end-to-end lifecycle for major incidents, including coordination, escalation, communication, resolution, and closure
• Facilitate major incident bridges with technical teams, vendors, and business stakeholders to restore service quickly and minimize business impact
• Own post-incident reviews, root cause analysis, and corrective action tracking to reduce repeat incidents
• Manage and mature the problem management process, including recurring issue identification, problem backlog governance, and known error tracking
• Support production readiness assessments for material releases by reviewing operational risks, supportability, monitoring, rollback planning, communication readiness, and incident response preparedness
• Partner with engineering and application teams to identify recurring operational gaps and help mature practices that improve reliability, supportability, and service resilience
• Produce incident and problem management metrics, including MTTR, SLA performance, incident trends, recurrence rates, and action closure status
• Partner with application, infrastructure, cloud, service desk, cybersecurity, vendor, and business teams to improve service reliability and operational accountability
• Maintain and improve incident management procedures, escalation paths, communication templates, runbooks, and governance practices

Requirements

Your experience and skills:

• Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience is required
• 5+ years of experience in IT operations, service management, incident management, or problem management is required
• Proven experience leading major incidents in a 24x7 or high-availability enterprise environment is required
• Strong…