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

Bachelor's degree in a related field
A minimum of nine years of relevant experience, including five years in management
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

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

Manager, IT Incident and Problem Management

Key skills