Description Build the future with us Incident & Problem Coordinator (IT Analyst) At iA Financial Group , the stability of IT services is a strategic priority for 2026. To support this objective, we are strengthening our team with an experienced Incident & Problem Coordinator (IPC), capable of acting effectively in critical situations while also driving sustainable, long-term improvements. This role sits at the heart of major incident management and IT problem management, with a direct impact on service resilience, the reduction of recurring incidents, and the maturity of our ITSM practices. What You’ll Accomplish With Us Coordinate end-to-end major IT incident management, in compliance with SLAs and established practices Lead and structure incident response and crisis management teams, ensuring effective mobilization of stakeholders Ensure clear, factual, and audience-appropriate communication throughout incidents (operational and management levels) Lead and structure problem management, including: Root Cause Analysis (RCA) Coordination of corrective actions Follow-up on action items through to completion Facilitate post-incident reviews and convert findings into actionable improvement initiatives Actively contribute to the reduction of recurring incidents and improve overall service stability Collaborate on the evolution and maturity of ITIL practices Participate in the optimization of processes, tools, and collaboration models Serve as a point of reference for best practices in incident management, problem management, and major incident management What Could Accelerate Your Success In This Role Has at least 5 years of experience coordinating major IT incidents and 10 years of experience in information technology Is available to participate in an on-call rotation (24/7) one week per month Is fluent in French and has an advanced level of English, as the role involves daily communication and presentations with internal and external stakeholders across Canada Is recognized for strong problem management and root cause analysis skills Demonstrates strong coordination abilities, cross-functional leadership, and communication skills, including under pressure Shows a high capacity to analyze complex environments and mobilize multidisciplinary teams Has a strong understanding of ITIL practices Has experience with ServiceNow or an equivalent ITSM tool Is known for strong operational credibility Why you’ll love working with us A work environment where learning and development merge with a collective pursuit of excellence; A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed; The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces; Competitive benefits: Flexible group insurance, competitive pension plan, stock purchase plan, vacation and wellness/personal development days, telemedicine, employee and family assistance program, ergonomic furniture program, performance bonus, discounts on iA products, and much more! #J-18808-Ljbffr