Manager, IT Incident & Problem Management

Come work for a company thats committed to the success of each and every employee. A place where innovators and collaborators come together and build on each others 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.

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 youll 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.

HERES HOW YOULL 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

HERES WHAT YOULL 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 FCTs market share in all lines of business.

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

• Bachelors degree in Information Technology or equivalent experience

• 812 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:

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)

HERES 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 Canadas 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 addition FCT is recognized as one of Greater Torontos 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 FCTs 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.