Pay Range: CAD 40-42/hr Key Responsibilities:

· Problem Management Governance o Own and govern the end-to-end Problem Management process in accordance with ITIL best practices. o Ensure effective identification, logging, categorization, prioritization, and management of problems. o Drive proactive and reactive Problem Management activities across the IT organization. o Establish and maintain Problem Management policies, procedures, standards, and controls. o Ensure compliance with organizational, regulatory, and audit requirement

· Problem Investigation and Root Cause Analysis o Lead investigations into recurring incidents, major incidents, and service degradations. o Facilitate Root Cause Analysis (RCA) activities using methodologies such as 5 Whys, Fishbone Analysis, Kepner-Tregoe, and Fault Tree Analysis. o Coordinate cross-functional teams to identify underlying causes of service disruptions. o Validate corrective and preventive actions to eliminate recurring issues. o Maintain documentation of problem records, known errors, and root cause findings.

· Change Advisory Board (CAB) Management o Organize, facilitate, and lead Change Advisory Board (CAB) meetings. o Coordinate with stakeholders, technical teams, business units, and leadership to review and approve change activities. o Ensure appropriate representation and participation in CAB discussions. o Document CAB decisions, actions, approvals, and exceptions.

· Major Incident Support o Collaborate closely with Major Incident Management teams during and after critical incidents. o Ensure problem records are created and tracked for major incidents requiring detailed investigation. o Lead post-incident reviews and identify opportunities for service improvement. o Track and manage actions resulting from post-incident investigations.

· Known Error Database (KEDB) Management o Maintain and manage the Known Error Database (KEDB). o Ensure known errors and workarounds are documented and communicated effectively. o Collaborate with support teams to reduce incident resolution times through effective knowledge sharing. o Promote reuse of solutions and best practices across IT support groups.

· Incident Coordination and Management: o Lead and drive major incident calls to ensure effective incident resolution. o Coordinate with technical teams, stakeholders, and management to prioritize and resolve incidents swiftly. o Ensure that all necessary resources are engaged and focused on resolving incidents.

· Scribe Duties: o Act as the scribe during major incident calls, accurately documenting all discussions, decisions, and actions taken. o Maintain a detailed and organized incident log throughout the lifecycle of the incident. o Provide timely updates to the incident log and ensure it is accessible to relevant parties.

· Communication Management: o Develop and disseminate clear and concise communications to stakeholders regarding the status and resolution of major incidents. o Ensure all communications are timely and tailored to the needs of different audiences, including executives, technical teams, and business units. o Manage and update communication templates and protocols to ensure consistency and clarity.

· Coordination with Change Management o Work closely with Change Management teams to ensure corrective actions are implemented through controlled changes. o Assess risks associated with proposed permanent fixes and preventive actions. o Monitor change outcomes to validate problem resolution effectiveness. o Ensure lessons learned are incorporated into future operational processes.

· Continuous Improvement: o Identify opportunities to improve the major incident management process and implement best practices. o Stay updated on industry trends and advancements in incident management methodologies.

Qualifications: · Minimum 10 years of experience in Major incident management role. · Strong understanding of ITIL processes and best practices for incident management. · Excellent communication and interpersonal skills, with the ability to convey complex information clearly. · Proven ability to work effectively under pressure and manage multiple priorities. · Exceptional attention to detail and organizational skills. · Certification in ITIL or other relevant IT service management frameworks is a plus.