Manager, ITSM Problem Management

Manager, ITSM Problem Management
Full Time Permanent
4 days on site, Brampton OR Midtown Toronto

Job Description: Manager, Problem Management
Job Title: Manager, Problem Management
Location: Toronto
Department: IT Services
Reports to: AVP IT Service Management
Client: Canadian Tire
About Us
Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there's a place for you here.

Company Overview:
Canadian Tire Corporation (CTC) is committed to continuously improving how technology services are governed and delivered across the enterprise. We align our practices to industry standards and focus on strengthening operational discipline, risk management, and service reliability through effective IT service management governance.
 
Job Summary
The Manager, Problem Management is responsible for overseeing the problem management process and driving the reduction of recurring incidents by ensuring effective root cause analysis, corrective action tracking, and cross?functional accountability.

Key Responsibilities

• Lead and challenge root cause analysis quality for major and recurring incidents, ensuring causes are technical, systemic, and evidence?based.
• Apply understanding to identify contributing factors across systems, integrations, data flows, tooling, and process.
• Identify when incidents are symptoms of bigger design, change, or operational weaknesses, not one?off failures.
• Drive Problem records that result in tangible preventive actions (design changes, control improvements, monitoring, or automation).
• Partner closely with Change Management to:
  • Flag change?induced incidents
  • Ensure preventive actions are embedded into future change design
• Prevent “check?the?box RCAs” by enforcing standards for:
  • Timeline accuracy
  • Evidence, not opinion
  • Clear linkage between contributing factors, triggering events, and systemic root causes
• Build a culture where teams are expected to explain why the system failed, not just who touched it.
• Use trend analysis, repeat incident data, and near?misses to proactively raise risks before P1/P2 events occur.

Qualifications

• 7+ years in Problem, Incident, or Reliability Engineering roles within complex IT environments
• Strong foundation in systems thinking, fault analysis, and causal analysis
• Working technical knowledge across applications, infrastructure, cloud, networking, and enterprise platforms
• Proven ability to lead technical RCAs with senior engineers and challenge incomplete or weak conclusions
• Experience translating technical findings into preventive improvements, not just documentation
• ITIL certification required; background in operations, engineering, or platform support highly desirable

Our Commitment to Diversity, Inclusion and Belonging
 We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.
 
Accommodations 
 We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.