We are seeking a talented individual to join our team at Marsh. This role will be based in Toronto, Canada and is a hybrid role requiring at least three days a week in the office. Overview 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. You will report to the Senior Manager who leads Problem Management globally and will support the development and coordination of problem management activities across Marsh. Responsibilities 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 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. Qualifications 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. Additional preferences Strong incident and change management background. Excellent interpersonal skills; detail-oriented with strong prioritization and multitasking abilities. Familiarity with AI technologies such as ChatGPT and experience in insurance, consulting, or broader financial services. Benefits Professional development opportunities, interesting work, and supportive leaders. Vibrant and inclusive culture with talented colleagues and impact on clients and communities. Competitive salary range of $73,800 to $122,800 with performance-based incentives and a total rewards package including health and welfare benefits, tuition assistance, retirement programs, and employee assistance programs. EEO statement 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. R_ #J-18808-Ljbffr