Problem Manager

We are seeking a talented individual to join our team at Marsh. This role will be based in Toronto, Canada. This is a hybrid role that has a requirement of working at least three days a week in the office.

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. Reporting to the Senior Manager who leads Problem Management globally, you will support the development and coordination of problem management activities across Marsh.

We will count on you to:

- 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 other service-relationship meetings to 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.

What you need to have:

- 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.