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Problem Management, Senior Analyst



Toronto, ON, Canada
Posted on Saturday, July 6, 2024

Problem Management, Senior Analyst

At Interac, we design products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like digital identity and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical gurus and high-performance application developers? We want to hear from you.

Utilizing ITIL framework for industry best practice, the Operations team is responsible for delivering high quality operational services to multiple internal groups and external customers including FIs, processors, consumers and merchants. As a Senior Problem Analyst of a critical service delivery arm, establishing a strong track record of value added, professional, customer-centric performance will be critical to building stakeholder confidence and trust

in the organization’s service delivery processes.

You will collaborate with the Lead of Problem Management, and cross-functional teams to manage critical problems with a meticulous approach to drive towards post incident remediation and lessons learned as well as proactive approaches to minimize incident trends.

You will establish a strong command and control of problems, establishing clear accountability and methodical evaluation of complex scenarios. You will drive cross-functional teams towards root cause analysis of major problems, and proactively conduct trend and risk analysis to identify and execute mitigation and preventative measures.

You'll be responsible for:

  • Managing the lifecycle for major problems, with an emphasis on minimizing financial and reputational impact for the organization.

  • Facilitating PIRs (post implementation/incident reviews) proceeding resolution of any priority 1 or 2 incident.

  • Coordinating with support teams, product, and application owners, impacted stakeholders, and vendors to identify all technology or process / procedure gaps contributing to service outages as well as the remediation plan needed to avoid reoccurrence.

  • Driving root cause analysis, short-term and long-term remediation plans and see through completion.

  • Understanding service impact in a complex environment, with the ability to quickly assess what IT functions may be required for the timely resolution of a major incident.

  • Managing stakeholder communications, providing seamless escalation and communications to internal and external stakeholders.

  • Being influential with stakeholders and support teams enabling resources and undertaking work efforts.

  • Promoting awareness of gaps and opportunities

  • Creating and publishing weekly/monthly problem metrics/KPIs.

  • Leading and advocating for Continuous Service Improvements (CSI) for all Operational processes and tools, including Problem Management.

  • Supporting weekly Operations governance with multiple vendors ensuring line of sight for escalation of critical issues.

  • Continuous support of application teams and squads throughout the problem management lifecycle and ensuring constant work efforts on complex solutions.

You bring:

  • 5-7 years of experience in progressively more responsible IT operations, utilizing IT service management, operations service support and service delivery.

  • 2-3 years of experience in leading resolution of critical incidents and/or problems working in Incident or Problem Management workspaces.

  • A strong understanding of, and experience with, IT service management and ITIL best practices with a customer-focused mindset.

  • Strong analytical, critical thinking, problem-solving skills, and an ability to present clear, concise, and effective solutions.

  • Strong communication skills, both verbal and written, with the ability to interface with multiple stakeholders, and vendors.

  • A team player attitude and are willing to help as needed and add value to evolving situations.

  • Meticulous attention-to-detail, excellent time management, and organizational skills.

  • Ability to work independently as well as part of a team.

  • Good interpersonal skills.

  • ITIL V3 certification or greater.

  • Experience working with ServiceNow, JIRA, SharePoint, and Confluence.

  • Knowledge of ITIL best practices across the IT Service Management framework.

Must have skills:

  • Ability to influence

  • Strong communicator

  • Strong time-management, organization and work effort

  • Self-directed/motivated

  • ITSM/ITIL – intermediate knowledge

  • ITIL V3 certification

  • Facilitation/presentation abilities

  • Interpersonal skills

Nice to have skills:

  • Posses strong operational understanding of payment systems technology and an ability to express technology matters in business terms.

  • ITIL V4 certification.

Interac requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

  • 5-year employment verification;
  • Canadian criminal record check;
  • Education verification;
  • Canadian ID cross-check;
  • Public safety verification; and
  • Credit inquiry

How we work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:

Connection: You’re surrounded by talented people every day who are driven by their passion of a common goal.

Core Values: They define us. Living them helps us be the best at what we do.

Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.

Education: To ensure you are the best at what you do we invest in you