Manager, IT Incident & Problem Management

Company Summary

Come work for a company that’s committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other’s talents. Where diversity is welcomed  and celebrated.

FCT provides industry-leading title insurance, default solutions and other real estate related products and services to legal, lending, valuation and real estate professionals across Canada. With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities.

Job Summary

We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day. 

As Manager, IT Incident & Problem Management, you will lead the enterprise-wide incident response and problem management functions, ensuring rapid restoration of service and elimination of recurring issues impacting business operations.
This role is accountable for operational stability, major incident governance, root cause analysis, and continuous service improvement. You will work cross-functionally with Infrastructure, Applications, Security, and Business stakeholders to ensure consistent execution of ITIL practices and alignment with FCT’s reliability and customer experience objectives.
You will also establish accountability across IT for incident ownership, drive a structured problem management discipline, and provide transparent reporting to senior leadership on operational health, trends, and risks.

HERE’S HOW YOU’LL CONTRIBUTE:

Operational Leadership

• Lead the end-to-end Major Incident Management (MIM) process, ensuring rapid triage, escalation, and resolution of P1/P2 incidents

• Act as Incident Commander for high-severity events, driving coordination across technical teams and executive stakeholders

• Establish clear incident ownership, escalation models, and accountability frameworks

Problem Management & Root Cause Discipline

• Drive formal Problem Management practices, including root cause analysis (RCA), known error tracking, and permanent remediation plans

• Ensure all major incidents result in actionable and measurable follow-ups

• Reduce repeat incidents through trend analysis and systemic improvements

Service Stability & Continuous Improvement

• Analyze incident and problem data trends to identify systemic risks and improvement opportunities

• Define and implement stability initiatives aligned to operational KPIs (availability, MTTR, recurrence rates)

• Partner with Change Management to reduce change-related incidents

Governance & Reporting

• Establish and enforce incident and problem SLAs, OLAs, and KPIs

• Provide regular executive reporting on operational health, major incidents, and risk exposure

• Lead post-incident reviews and ensure audit-ready documentation

Stakeholder Engagement

• Act as the primary liaison between IT and business stakeholders during incidents

• Ensure timely, clear, and business-aligned communications during outages

• Support executive and CIO-level briefings on operational risks and service stability

Tooling & Process Optimization

• Leverage ServiceNow (or equivalent) to drive workflow automation, reporting, and governance

• Enhance incident correlation, monitoring integration, and alerting processes

• Continuously improving operational processes aligned to ITIL best practices

HERE’S WHAT YOU’LL BRING:

• Highly skilled in managerial leadership skills to provide clarity on the organization vision and direction for the team. Demonstrated ability to set appropriate goals, including setting an effective framework of policies and procedures for the group, and the ability to build and sustain a team of direct reports who can deliver the performance required for the growth of FCT’s market share in all lines of business.

• Experience with ITIL 4, SDI Global Best Practice Standard, and other relevant frameworks.

• Bachelor’s degree in Information Technology or equivalent experience

• 8–12 years of IT experience, with 5+ years in Incident and/or Problem Management leadership roles

• Strong expertise in:

  • ITIL Incident, Problem, and Change Management processes

  • Major Incident Management (MIM) execution

  • Root cause analysis methodologies (e.g., 5 Whys, Ishikawa)

  • ServiceNow or similar ITSM platforms

• Proven ability to operate in high-pressure, business-critical environments

• Strong stakeholder management skills, including executive-level communication

• Experience in regulated environments (financial services preferred)

• Solid understanding of:

  • Infrastructure, cloud, and application ecosystems

  • Monitoring and observability tools

  • Operational risk and compliance frameworks (e.g., PCI, OSFI-aligned controls)

Total Direct Compensation:

$111,800 to $136,800

Any pay range is in $CAD. The stated pay range reflects the total expected compensation for this role (e.g., base pay plus any expected incentives or allowances, where applicable)

HERE’S WHAT SETS US APART: 

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.

• Comprehensive benefits that include Employee and Family Assistance Program (EFAP) and Wellness Essentials

• Group retirement savings plan with company match

• Paid holidays and generous paid time off

• Hybrid work arrangements

• Paid volunteer opportunities and charitable donation matching

• Employee recognition programs that include referral incentives

• Potential for performance-based incentives 

• The opportunity to participate in our stock purchase plan

• And more!

*As per terms of the employment agreement

For over a decade, FCT has been certified by the Great Place to Work® Institute as one of Canada’s best workplaces. We have also been recognized as a Top 50 Best Workplace in Canada, Best Workplaces in Canada for Women and Best Workplaces in Canada with Most Trusted Executive teams. In addition, FCT is recognized as one of Greater Toronto’s Top Employers.

By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.

Thank you for considering FCT. We look forward to meeting you.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT’s hiring process.

To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.

FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.