Director IT Problem/Incident Management

Request Technology - Robyn Honquest
$170,000 - $220,000 annual + bonus
16 Apr 2019
30 Apr 2019
Contract Type

Director IT Problem/Incident Management

Salary: $170k to $220k + $25k to $30k Bonus

This role is focused on incident management, IT service management, creating CMDB within ServiceNow, ITIL, Rest practices, change management. Ideal candidate will have financial experience.

Need someone who has run a Problem Management function, not had that as part of another role. Feel free to send resumes/questions before then. For reference, please see Olivia Heighes' resume in PcR.

The Director for Problem Management performs a critical function within the Information Technology (IT) organization. Problem Management's primary objectives are to manage teams that identify root cause for recent business impacting IT events and ensure that actions are taken to address or remediate the cause and underlying contributing factors across the various Information Technology functional areas with the intent to reduce operational risk, improve efficiencies and effectiveness, and minimize future impact. The successful candidate must have a firm understanding of ITIL processes and a wide range of IT knowledge which spans multiple IT disciplines. The candidate must be able to collect, analyze and synthesize data into actionable information. This position is highly collaborative and the candidate must be persuasive as well as reserved as it works closely with and communicates to all levels and functions within the IT organization.


  • Follow established processes & procedures to capture, assess, report and disseminate Problem Management metrics
  • Identify Key Performance and Key Risk Indicators and associated metrics to measure IT effectiveness in mitigating IT Risk
  • Follow established processes, procedures & SLAs to identify, implement and document analysis of Production impacted events
  • Responsible for contributing to the development/improvement of processes/procedures related to proactive problem management
  • Identify trends and potential problem sources by analysing incident records, change records, and other data sources with the objective of preventing incidents and problems
  • Review existing incident, problem and Change events to identify opportunities for improvements that reduce risk and impact to the business
  • Provide guidance to problem management staff
  • Design, produce and distribute reports as required


  • College degree or equivalent experience, advanced studies/degree preferred.
  • Extensive  IT experience.
  • Significant analytical experience
  • Must conform to standards, policies and requirements, while seeking improvement opportunities.
  • Good interpersonal skills.
  • Highly organized and motivated to make a difference.
  • Understanding of ITIL3 with an emphasis on Incident Management, Problem Management, Change Management, and operational analysis and design.
  • Proficient with MS Office (Word, PowerPoint, Excel, Outlook)
  • Solid problem solving, analytical, and logic skills.
  • Negotiation skills and the ability to influence others.
  • Excellent verbal, written and listening communication skills.