Manager, IT Incident and Problem Management

As Manager, IT Incident and Problem Management, you are responsible for the operational ecosystem to ensure the stability, performance and resilience of Desjardins Group’s IT services, including during major incidents. You ensure exemplary incident handling, effective coordination of major incidents and a robust framework for proactive problem management. You play a key role in reducing operational risk, improving the user experience and enhancing overall IT service efficiency. You lead a multidisciplinary team specialized in incident management (including major incident management), root cause analysis, IT governance, business continuity, vendor coordination and continuous improvement. Your engaging leadership will directly contribute to the reliability of our IT platforms, protection of the member / client experience and the organization’s performance. Your ability to make sound decisions in critical situations while staying calm is essential in this role. More specifically, you will be required to:

• Advance IT incident and problem management in line with best practices (ITIL, COBIT, SRE)

• Lead or support incident, major incident and problem management, including tactical coordination and real-time communications

• Implement robust root cause analysis (RCA) mechanisms, including trend analysis of recurring issues, incident prevention and resilience improvements

• Define key performance indicators, measure results and recommend corrective actions to optimize ITSM processes

• Mobilize and coach a team of analysts, incident managers, problem specialists and IT governance experts

• Develop advanced capabilities in diagnostics, technical analysis, crisis communications and operational coordination

• Monitor overall process performance through an integrated indicators framework (KPIs and KRIs), including stability, mean time to repair (MTTR), prevention, observability and resilience

• Lead periodic maturity reviews, identify gaps and steer the process evolution roadmap to support Desjardins Group’s strategic objectives

What we offer*

• Competitive salary and annual bonus

• 4 weeks of flexible vacation starting in the first year

• Defined benefit pension plan that provides predictable, stable income throughout retirement

• Group insurance including telemedicine

• Reimbursement of health and wellness expenses and telework equipment

* Benefits apply based on eligibility criteria.

#LI-Hybrid

What you bring to the table

• Bachelor's degree in a related field

• A minimum of nine years of relevant experience, including five years in management

• Please note that other combinations of qualifications and relevant experience may be considered

• Significant experience in IT service management (ITIL), major incident management, problem management or operational resilience

• Knowledge of French is required

• Mastery of ITSM practices and frameworks, and of complex, evolving IT environments

• Available 24/7 for on‑call incident management support

Trade Union (If applicable)

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

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