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It Problem Manager Jobs in Ontario (NOW HIRING)

AndrosEnterprise

IT MANGER - Remote

Toronto, ON

Lead and manage the IT department to ensure effective delivery of services and support for retail ... Strong analytical problem-solving skills combined with excellent communication abilities.

Caffe Demetre

IT Lead

Woodbridge, ON · On-site

Manage our networks across every site. This includes patch panels, network switches, LAN, wireless ... You understand that an IT problem at 8 PM on a Saturday is a guest-experience problem. Here's what ...

Demetres

IT Lead

Woodbridge, ON · On-site

Manage our networks across every site. This includes patch panels, network switches, LAN, wireless ... You understand that an IT problem at 8 PM on a Saturday is a guest-experience problem. Here's what ...

Td

IT Support Analyst IV

Toronto, ON

CA$69K - CA$84K/yr

Manage the Incident through to completion. Engage various IT teams in resolving incidents efficiently and effectively. * Perform effective problem management on recurring incidents. Lead and manage ...

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It Problem Manager information

What is an IT Problem Manager?

IT Problem Managers are professionals responsible for identifying, managing, and resolving the root causes of recurring incidents within an organization's IT systems. Their main goal is to minimize the impact of problems on business operations by analyzing incident trends, implementing long-term solutions, and preventing future issues. They often coordinate between technical teams and stakeholders to ensure problems are resolved efficiently and permanently.

How does an IT Problem Manager typically collaborate with other IT teams to resolve recurring issues?

An IT Problem Manager frequently works cross-functionally, partnering with service desk staff, incident managers, infrastructure teams, and application support groups to analyze and address persistent IT problems. This involves organizing root cause analyses, facilitating problem review meetings, and ensuring follow-up actions are tracked to completion. Effective communication and documentation are key, as the Problem Manager must coordinate inputs from multiple stakeholders to implement long-term solutions and prevent future incidents. This collaborative approach helps foster a proactive culture and continuous improvement within IT operations.

What are the key skills and qualifications needed to thrive as an IT Problem Manager, and why are they important?

To thrive as an IT Problem Manager, you need a solid understanding of ITIL processes, incident and problem management, and a background in information technology or computer science. Familiarity with IT service management (ITSM) tools like ServiceNow or BMC Remedy, and ITIL certifications, are typically required. Strong analytical thinking, communication, and stakeholder management skills help you excel in identifying root causes and coordinating solutions. These skills are critical for minimizing business disruptions, ensuring service reliability, and driving continuous improvement in IT environments.

What is the difference between It Problem Manager vs It Service Desk Analyst?

AspectIt Problem ManagerIt Service Desk Analyst
Primary RoleIdentify, analyze, and resolve root causes of IT problems to prevent future incidentsHandle initial user requests, troubleshoot basic issues, and escalate complex problems
CertificationsITIL Foundation, sometimes Problem Management certificationsITIL Foundation, CompTIA A+ often preferred
Work EnvironmentTypically in IT operations or support teams, focusing on problem resolutionFrontline support, interacting directly with end-users
FocusProactive problem management and process improvementReactive incident handling and customer service

The It Problem Manager focuses on identifying and resolving underlying IT issues to improve system stability, while the It Service Desk Analyst primarily handles user requests and resolves basic technical problems. Both roles require ITIL knowledge, but their responsibilities and focus areas differ significantly.

What are popular job titles related to It Problem Manager jobs in Ontario?

For It Problem Manager jobs in Ontario, the most frequently searched job titles are:

What job categories do people searching It Problem Manager jobs in Ontario look for?

The top searched job categories for It Problem Manager jobs in Ontario are:

It Problem Manager jobs near you
Infographic showing various It Problem Manager job openings in Ontario as of August 2026, with employment types broken down into 89% Full Time, and 11% Contract. Highlights an 98% In-person, and 2% Remote job distribution.

Senior Incident, Problem & Change Specialist

EQ Bank | Canada's Challenger Bank

Toronto, ON

Full-time

Medical, Dental, Vision, Life, PTO

Posted 3 days ago

New

Job description

Join a Challenger
At EQ, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions. 
We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.
What's kept us moving?  The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward.
If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity. 
We can't wait to get to know you! 


The Work
 

One of our goals is to fail small and learn fast.  The Incident and Problem Manager will focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient. 

The Incident, Problem & Change Specialist is accountable for tracking, and managing technology incidents experienced within the bank, while driving the restoration of services at pace.  A key part of this role is effective communication across all stakeholders and teams within the bank, in both verbal and written form while working under pressure at a fast pace.  

The role is responsible for managing the processes, guidelines, standards and tools related to Major and other high priority Incidents. This encompasses performing Root Cause Analysis. 

The role is responsible for managing the lifecycle of Problems, with the aim of preventing incidents from happening or reoccurring.  The Incident, Problem & Change Specialist will record and manage problems through to resolution by performing root cause analysis, coordinating third party analysis, and communicating with stakeholders. They will ensure workaround and solution suitability will establish service level objectives, indicators and agreements (SLOs, SLIs and SLAs) for critical systems and channels, including championing automated monitoring and data aggregating to streamline reporting of metrics.  

This role is also responsible for managing the lifecycle of Changes with the goal of ensuring appropriate due diligence and documentation exists to reduce risk and proactively have a rollback strategy to minimize impact if issues arise.  As a gatekeeper for the Change process, this role ensures adherence to the Change Enablement standard, processes and Change Advisory Board (CAB) expectations. 

Success in this role will be demonstrated by ensuring that all major incidents are dealt with effectively and with minimum disruption to live service and SLAs.  

The Core Responsibilities!

  • Determine the severity of a potential major incident that has been raised by the business (per priority matrix) 

  • Drive successful and timely restoration services of major incidents within response and resolution time SLAs 

  • Establish and maintain timely communications with all stakeholders to ensure they are informed of service status with clear and comprehensive updates 

    • Manage stakeholder expectations and update people on progress or slippages 

  • Host both technical and managerial conference calls, and facilitate effective incident management throughout the incident lifecycle 

    • Spin-up command centres (virtual/physical) as needed based on priority of incidents, including call-tree escalations to Level 2 / 3 experts as needed 

    • Own the creation and distribution of succinct communications on command centre progress and activities, for both front-line technical staff and executive leaders  

  • Co-ordinate / facilitate escalations through internal and supplier teams as needed to heighten visibility and engagement 

  • Maintain accurate and thoroughly detailed records of incidents 

  • Accountable for gathering required information from business and technology to enable effective Root Cause Analysis 

  • Produce and maintain Executive level reporting of incidents, including number of customers impacted and restoration timing at the time of incident an also as ongoing reporting on a cadence 

  • Minimize and mitigate business-impacting incidents through controlled problem identification and responsive / proactive service improvement plans 

  • Identify the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround 

  • Ensure that after a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated 

  • Undertake a review of the resolution of a Problem to prevent reoccurrence and learn any lessons for the future 

    • Draw appropriate attention towards aging and inactive problems 

    • Verify if the Problems marked as closed have been fully resolved 

  • Provide extended and off-hour support as needed to manage command centres and communications 

  • Manage processes to ensure on-call team schedules, systematic call-trees, and distribution lists are accurate and up to date 

  • Develop, monitor and maintain change management standards and procedures based on effectiveness 

  • Ensure that all changes are properly documented, reviewed, and approved 

  • Manage the change schedule and ensure that changes are implemented in a timely and efficient manner 

  • Work with stakeholders to identify potential risks and develop mitigation strategies 

  • Ensure that all changes are properly tested and validated before implementation 

  • Facilitate change advisory board (CAB) meetings  

  • Ensure that all changes are properly communicated to stakeholders and end-users 

  • Review and update SOPs, policies and business processes to improve performance  

Let's Talk About You!

  • University degree in business administration or a technology-related field required, or equivalent work experience 

  • Incident, Problem & Change management with Major Incident Response experience preferable 

  • 3 years of experience with technical incident resolution or product defect resolution  

  • Strong written and verbal communication, with an ability to articulate issues simply, concisely, accurately and clearly for both technical working level teams and executives 

  • An ability to work efficiently, effectively and collaboratively 

  • Knowledge of ITIL 4 practices 

  • Analytical mind capable of managing numerous information sources and providing meaningful data analysis reports to senior management 

  • Organized, structured, logical thinking and detail oriented analytic skills 

  • Multi-tasking - can manage several concurrent initiatives with pace and prioritise demands whilst maintaining composure 

  • Experience with tracking incidents, problems and changes including providing dashboard views of good performance & gaps over time 

  • Strong knowledge of ServiceNow, Confluence and Jira is required 

  • Strong attention to detail, keen problem-solving skills, with experience performing impact and root cause analyses, recommending solutions, and supporting resolution efforts 

  • Ability to approach problems logically and with good judgment to ensure the appropriate outcome  

  • Capacity to adapt to and manage change in a fast-paced, dynamic environment 

  • Personal maturity, personable, credible, professional presence 

  • Coordinative authority, Calm under pressure 

  • Ability to work professionally with other teams and individuals to get things done quickly 

What we offer [For full-time permanent roles]
 
Competitive discretionary bonus 
Market leading RRSP match program
  Medical, dental, vision, life, and disability benefits
  Employee Share Purchase Plan
Maternity/Parental top-up while you care for your little one
Generous vacation policy and personal days 
  Virtual events to connect with your fellow colleagues
  Professional development and comprehensive Career Development program
  A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
 
The incumbent will be working hybrid and in office time will be spent working from EQ Bank's additional office space located at 2200-25 Ontario Street, Toronto, ON.


Equity, Diversity & Inclusion

EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported. We believe our organization is stronger - and our people thrive - when we honour and celebrate diverse experiences, identities, and perspectives. We're equally committed to supporting your growth, both professionally and personally.

We provide a barrierfree recruitment process and work environment. If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.

As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.
EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country's seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada's Challenger Bank. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration. 
To learn more, visit eqb.investorroom.com and eqbank.ca.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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