Problem Manager

Company:Marsh

Description:

We are seeking a talented individual to join our team at Marsh. This role will be based in Toronto, Canada. This is a hybrid role that has a requirement of working at least three days a week in the office.

As an IT Problem Manager, you will play a key role in ensuring data accuracy and enabling reliable reporting on trends for significant incidents across the organization. Reporting to the Senior Manager who leads Problem Management globally, you will support the development and coordination of problem management activities across Marsh.

We will count on you to:

• Determine root cause and resolution for problems and recommend improvements to prevent recurrence.

• Analyze incident volumes and trends to identify process or technology changes that reduce incidents, streamline resolution, or shift resolution to lower support tiers.

• Conduct postmortems for critical incidents, produce business-facing reports detailing the incident, root cause, and remediation steps, and recommend corrective actions.

• Chair Problem Boards and other service-relationship meetings to review outages, resolutions, and ongoing corrective actions; coordinate problem initiatives across Marsh as needed.

• Manage the problem management process by collaborating with technical, management, and business stakeholders.

• Provide clear, targeted, and timely communication on the progress and status of individual problems.

• Identify trends in problem data and contribute to the development of mitigation plans to reduce recurrence.

• Collaborate with onshore and offshore colleagues to facilitate RCAs, expedite action closure, and be flexible to work extended hours or shifts during critical incidents.

What you need to have:

• Broad IT knowledge with demonstrable experience supporting applications, databases, infrastructure, or related technologies, and proven experience working in Problem Management.

• Proven ability to manage and facilitate activities across functional and geographically distributed teams to meet Service Management requirements.

• Experience using IT Service Management tools, including familiarity with reporting modules and the ability to analyze reports and statistics to identify trends and implement mitigating actions.

• Exposure to ITIL (or similar) service management processes and methodologies.

What makes you stand out:

• Strong incident and change management background, with experience across SDLC, quality standards, and service management processes.

• Excellent interpersonal skills; detail-oriented with strong prioritization and multitasking abilities, able to work collaboratively or independently with technical teams across organizations.

• Familiarity with AI technologies (e.g., ChatGPT) and experience in insurance, consulting, or broader financial services.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact on colleagues, clients and communities.

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Marsh will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need, please contact [email protected].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

The applicable base salary range for this role is $73,800 to $122,800.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, retirement programs as well as employee assistance programs.

This is a New position.