Manager, Incident and Problem

About

IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $310 billion in assets as of December 31 2025. It offers financial planning and investment services to over two million Canadians through IG Wealth Management and Mackenzie Investments. Founded in 1926, IG Wealth Management provides comprehensive wealth management services to Canadian financial advisors and their clients.

The organization values continuous learning, skill development, and a supportive hybrid work environment (three days in the office per week). Core values: Be better, Be accountable, Be a team.

Responsibilities

• Execute, maintain and improve the incident, problem and IT communications processes across the IGM Technology organization, partnering with internal technology and business support teams, leadership and third‑party vendors.
• Develop, communicate, and own the storage of runbooks/playbooks/procedures required to execute the problem, incident and IT communications processes, including escalation criteria.
• Ensure complete and accurate ticket documentation during incidents while driving toward swift and appropriate resolution.
• Track overall incident status, response and resolution communications, keeping impacted and interested stakeholders up‑to‑date.
• Monitor incidents, their resolutions and escalations to discover trends and potential problems.
• Measure and evolve KPIs and service levels associated with Incident, Problem, and Communication process effectiveness; partner with the IGM Technology Reporting team for reporting and dashboarding.
• Ensure effective integration and information flow between IGM Technology support teams and key technology service providers for incident/problem communication, triage, root‑cause analysis and remediation plans.
• Work closely with the IT Change Management team to identify incidents caused by change and incidents/problems resolved by change.
• Contribute to the development and management of an IGM Technology knowledge‑management process and tools, including a known‑errors repository and a problem database.
• Operate, maintain and improve an IGM Computer Incident Response Team (CIRT) process, integrating with key technology providers’ CIRT processes.
• Conduct post‑incident reviews (PIR) and identify actions as required.
• Provide socialization and training to various IGM Technology and business stakeholders on incident, problem and IT communications processes.
• Leverage best practices from the ITIL framework for continuous improvement efforts.

Qualifications

Required

• Strong verbal and written communication skills, problem‑solving skills.
• Ability to work independently, manage time, and contribute to a high‑performance team.
• Self‑starter.
• 2+ years relevant experience with Incident and Problem Management and process improvement in a technology organization, or an equivalent combination of education and experience.
• Proven experience with Root Cause Analysis (RCA) methods such as Generic Error Modelling System (GEMS), Kepner‑Tregoe, 5 Whys, and Ishikawa Diagrams.
• Proven experience operating in an ITIL‑based Incident/Problem function and measuring/tracking KPIs internally and across third‑party providers.
• Thorough understanding of ITIL/ITSM processes, including Incident Management, Problem Management, Knowledge Management, Service reporting and KPIs.
• Proficiency in relationship‑building skills, including predicting and managing behavior, building cross‑functional partnerships, and leveraging influential leadership.
• Ability to influence others at all levels with proven leadership skills.
• Ability to work across functional areas to drive continuous improvement.
• Ability to work in challenging and ambiguous environments.
• Ability to use data‑driven techniques, analyze and interpret data.
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease.
• Strong service‑orientation mindset.
• Participation in a 24/7/365 on‑call rotation.

Assets

• ITIL v3 2011 Foundation certification or similar certification.
• Post‑secondary education in Computer Science, Management of Information Services, or a related field.

Benefits

• Competitive compensation & recognition: base salary, performance‑weighted bonus, education/career support, option to join Employee Share Purchase Plan with employer matching.
• Employee benefits & insurance: competitive health and dental coverage, flexible plans for you and your family, short‑term & long‑term disability plans.
• Retirement savings programs: voluntary Defined Contribution Pension Plan.
• Work‑life balance: paid volunteer days, competitive time off (including 10 wellness days), WorkPerks discount program, hybrid & flex work arrangements.
• Inclusive culture and diversity: core values of teamwork, accountability and improvement; Business Resource Groups (BRG) for community engagement.

Compensation

• Expected annual base salary range: $90,000 – $120,000, determined by skills, knowledge, experience and geographic location.
• Eligible for annual short‑term incentive, health and well‑being benefits, retirement and savings plan, paid time off and career development.