Incident and Problem Management Lead
Mississauga, ON
Service Delivery – Client Services & CXT /
Full-time /
Hybrid
KUBRA is hiring for an exciting opportunity as the Incident and Problem Management Lead! This critical role is essential in maintaining the stability and reliability of IT services by proactively managing incidents, resolving issues, and identifying the root causes of recurring problems. As the Lead, you will play a key role in overseeing incident response efforts, minimizing the impact of service disruptions, and driving continuous improvement to prevent future challenges. You’ll collaborate across technical teams, business stakeholders, and client support groups to ensure an efficient incident lifecycle—from detection and resolution to post-incident analysis. This position requires strong leadership, exceptional communication skills, and a solid understanding of IT Service Management (ITSM) frameworks, especially in fast-paced, client-focused environments. If you thrive in such a dynamic setting, we’d love to hear from you!
This is a HYBRID position with our office located in Mississauga, ON.
What you get to do everyday!
- Incident Management:
- Lead the end-to-end incident lifecycle, ensuring timely identification, escalation, resolution, and closure of incidents.
- Coordinate response activities during major incidents, including convening technical teams and managing war rooms.
- Provide clear and timely communication to internal stakeholders and clients during high-impact incidents.
- Ensure incident records are accurately documented in the ITSM system, with root cause, impact, and resolution details.
- Problem Management:
- Conduct root cause analyses for recurring or high-impact incidents to identify underlying problems.
- Collaborate with technical teams to implement permanent fixes and preventive measures.
- Maintain and manage the problem register and ensure problems are prioritized and tracked through to resolution.
- Identify trends, patterns, and systemic issues through data analysis and service metrics.
- Process Improvement:
- Develop, document, and enhance incident and problem management processes and playbooks.
- Promote process adherence and continuous improvement through training, feedback loops, and post-incident reviews.
- Drive initiatives to reduce mean time to detect (MTTD) and mean time to resolve (MTTR).
- Reporting & Analytics:
- Generate and analyze incident and problem management reports to identify trends and patterns.
- Provide regular updates and reports to the Director of Client Support, Incident and Problem Management.
- Use data to drive continuous improvement initiatives and enhance service delivery.
- Stakeholder Communication:
- Act as the primary point of contact during incidents, providing updates and resolution summaries to internal and external stakeholders.
- Collaborate with business units to understand the impact and align recovery priorities.
- Prepare and deliver post-incident reports and problem summaries to clients and leadership.
- Compliance & Risk Management:
- Ensure compliance with relevant regulations and industry standards.
- Identify and mitigate risks associated with incident and problem management processes.
- Front line support during incidents, ensuring the incident process is followed, external communications are completed, and is available to address client concerns during any outage.
- Review and participate in the Daily Status Review, ensuring appropriate root cause, business impact, and next steps are documented following a Major Incident.
- Oversee the day-to-day activities within the Problem Management Processes.
What kind of person you should be!
- Excellent written and verbal communication skills and working knowledge of the various stages of ITIL
- Proven and demonstrated track record in progressive and higher roles with a strong potential to progress in career into senior management organizational roles.
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and manage multiple incidents simultaneously.
- Familiarity with incident and problem management frameworks (e.g., ITIL).
- Proficiency in incident management systems and tools.
- Detail-oriented with strong organizational skills.
What you can expect from us!
- Award-winning culture that fosters growth, diversity and inclusion for all
- Paid day off for your birthday
- Access to LinkedIn learning courses
- Bi-annual performance-based bonus
- Continued education with our education reimbursement program
- Flexible schedules
- Free unlimited access to our refreshment stations (fully stocked with tea, coffee and other beverages)
- Two paid days for volunteer opportunities
- A free premium membership for ‘Headspace’; an app geared towards mental health and wellbeing
- Access to Perkopolis retail discounts
- Generous benefit coverage with low premiums (+ a Health Care Spending Account)
- RRSP Matching
What skills do you need?
- 3-5 years of experience in IT and business/industry with strong I& O and process experience (ITSM, IT PMO, and ITIL)
- 3+ years of Problem Management/leadership responsibilities
- 3+ years of experience in managing Incidents, Major Incidents, and Problems within an ITIL framework
- Experience with ITIL (Incident, Problem, Change / Release Management, ITAM, CMDB)
KUBRA is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We will provide accommodations during the recruitment process upon request by emailing recruitment-team@kubra.com. Information received relating to accommodation will be addressed confidentially. We thank all applicants for their interest; however, only candidates under consideration will be contacted.
