Incident and Problem Coordinator (IT Analyst)

Build the future with us

At iA Financial Group, the stability of IT services is a strategic priority for 2026. To support this objective, we are strengthening our team with an experienced Incident & Problem Coordinator (IPC), capable of acting effectively in critical situations while also driving sustainable, long-term improvements.

This role sits at the heart of major incident management and IT problem management, with a direct impact on service resilience, the reduction of recurring incidents, and the maturity of our ITSM practices.

As an Incident & Problem Coordinator, you will be central to operations during critical situations and a key contributor to continuous improvement. You will combine operational leadership, analytical rigor, and cross-functional influence to ensure effective major incident management and structured root cause investigations.

You will work closely with technical teams, managers, and other ITSM practices to transform incidents into learning opportunities and levers for long-term improvement.

What you’ll accomplish with us

• Coordinate end-to-end major IT incident management, in compliance with SLAs and established practices

• Lead and structure incident response and crisis management teams, ensuring effective mobilization of stakeholders

• Ensure clear, factual, and audience-appropriate communication throughout incidents (operational and management levels)

• Lead and structure problem management, including: Root Cause Analysis (RCA) Coordination of corrective actions Follow-up on action items through to completion

• Facilitate post-incident reviews and convert findings into actionable improvement initiatives

• Actively contribute to the reduction of recurring incidents and improve overall service stability

• Collaborate on the evolution and maturity of ITIL practices

• Participate in the optimization of processes, tools, and collaboration models

• Serve as a point of reference for best practices in incident management, problem management, and major incident management

What could accelerate your success in this role

We are looking for someone who:

• Has at least 5 years of experience coordinating major IT incidents and 10 years of experience in information technology

• Is available to participate in an on-call rotation (24/7) one week per month

• Is fluent in French and has an advanced level of English, as the role involves daily communication and presentations with internal and external stakeholders across Canada

• Is recognized for strong problem management and root cause analysis skills

• Demonstrates strong coordination abilities, cross-functional leadership, and communication skills, including under pressure

• Shows a high capacity to analyze complex environments and mobilize multidisciplinary teams

• Has a strong understanding of ITIL practices

• Has experience with ServiceNow or an equivalent ITSM tool

• Is known for strong operational credibility

Why you’ll love working with us

• A work environment where learning and development merge with a collective pursuit of excellence;

• A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed;

• The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces;

• Competitive benefits: Flexible group insurance, competitive pension plan, stock purchase plan, vacation and wellness/personal development days, telemedicine, employee and family assistance program, ergonomic furniture program, performance bonus, discounts on iA products, and much more!

Apply now and get ahead of your career, where your talent really belongs! 

Still unsure about applying?
At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place might be with us, and we want to get to know you!

iA Financial Group

iA Financial Group* is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.

At iA, we’re invested in you.

At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, please Contact us here. Someone from our team will be happy to assist you with your needs.