- Employer: iA Financial Group
- Office: 1080, Grande Allee West
- Location: Québec, Quebec
- Other Possible Location(s): Montreal, Quebec
- Job category: Information Technology
- Job ID: JR10025920
- Job type: Permanent Job
- Apply before: 2026-06-16
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.
As an Incident & Problem Coordinator, you will be central to operations during critical situations and a key contributor to continuous improvement. You will combine operational leadership, analytical rigor, and cross-functional influence to ensure effective major incident management and structured root cause investigations.
You will work closely with technical teams, managers, and other ITSM practices to transform incidents into learning opportunities and levers for long-term improvement.
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
We are looking for someone who:
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!
and get ahead of your career, where your talent really belongs!
Still unsure about applying?
At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place might be with us, and we want to get to know you!
See why so many people choose iA!
iA Financial Group is the strength of a company with a human side, with its over 10,000 employees. Together, we have earned the trust of our more than five million clients and 50,000 advisors who have chosen us for their insurance, savings, and wealth management.
With over $235 billion in assets, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 130 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.
At iA, we’re invested in you.
At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.
Please note that if you need help or assistance to make the recruitment process more accessible for you, write to us. Someone from our team will be happy to assist you.
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.
As an Incident & Problem Coordinator, you will be central to operations during critical situations and a key contributor to continuous improvement. You will combine operational leadership, analytical rigor, and cross-functional influence to ensure effective major incident management and structured root cause investigations.
You will work closely with technical teams, managers, and other ITSM practices to transform incidents into learning opportunities and levers for long-term improvement.
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
We are looking for someone who:
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!
and get ahead of your career, where your talent really belongs!
Still unsure about applying?
At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place might be with us, and we want to get to know you!
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