Job#: 3056430 Job Description: Apex Systems is a world-class technology services business that incorporates industry insights and experience to deliver solutions that fulfill our clients' digital visions.
Apex has an opportunity for a
Major Incident and Problem Management Manager. For applicants who are interested in this opportunity, send your updated resume to
Gabriel Ortega, Account Manager, at .Here are the details:
Position: Major Incident and Problem Management Manager
Location: Remote
Duration: 1 year (with possibility of extension)
Start Date: November 9th, 2026
Rate: $50-$56/hour
Major Incident and Problem ManagerJob DescriptionSun Life has implemented formal IT Operations Management practices based on ITIL framework processes, including Incident, Problem, Change, and Configuration Management. These practices support the stability, reliability, and continuous improvement of a complex global technology environment.
The Major Incident and Problem Management Manager will be part of a dedicated team of professionals responsible for leading the response to technology disruptions and driving resolution through structured incident and problem management practices. The successful candidate will play a critical role in coordinating technical teams, facilitating communication, and ensuring incidents and problems are resolved efficiently while minimizing business impact.
Key ResponsibilitiesThe successful candidate will:
- Ensure incidents are managed through to resolution as quickly as possible through effective coordination of resources, appropriate escalation, and facilitation of meetings.
- Ensure problems are managed through to resolution using structured problem management practices, effective coordination, and stakeholder engagement.
- Collaborate with IT service owners and support teams to conduct root cause analysis, develop corrective action plans, and drive completion of remediation activities.
- Identify opportunities to enhance and mature Incident and Problem Management processes through reviews, lessons learned, and continuous improvement initiatives.
- Facilitate post-incident and problem review meetings, document outcomes, and develop implementation plans to mitigate future risks.
- Develop, document, and implement new or revised procedures based on operational findings, performance metrics, and process improvement opportunities.
- Maintain a comprehensive understanding of technology operations, service delivery processes, and supporting infrastructure.
- Track and communicate incident and problem management metrics, trends, and recommendations to stakeholders and leadership.
Qualifications and ExperienceThe successful candidate will possess:
- A minimum of six (6) years of experience in incident management, problem management, root cause analysis, or a related IT operations function.
- A minimum of ten (10) years of experience utilizing negotiation, influencing, facilitation, and stakeholder management skills within business or IT environments.
- Strong organizational, planning, analytical, and problem-solving skills.
- ITIL Foundation certification and practical knowledge of IT Service Management practices, with a strong focus on Incident and Problem Management.
- Exceptional attention to detail and the ability to identify, analyze, and resolve complex issues.
- Strong technical aptitude and an understanding of IT service delivery and operational support functions.
- The ability to translate complex technical concepts into clear, organized, and actionable information for diverse audiences.
- Excellent verbal and written communication skills, including experience presenting and facilitating discussions with technical and non-technical stakeholders.
- Experience working with modern enterprise technologies, including system support, administration, or solution design.
- Demonstrated success implementing process improvements and driving operational efficiencies.
- Proven ability to build collaborative relationships with business stakeholders, technology teams, vendors, and leadership at all organizational levels.
- Strong interpersonal skills with experience engaging engineers, architects, developers, operational teams, and senior leaders.
- The ability to effectively manage relationships and navigate challenging situations in a fast-paced environment.
- The ability to remain calm and make sound decisions under pressure during critical incidents.
- A positive, proactive, and customer-focused approach.
- Experience using ServiceNow or other IT Service Management (ITSM) platforms.
Additional Requirements- Availability to support North American business hours.
- Participation in a rotating on-call schedule to support critical incidents outside of regular business hours.
- Ability to work effectively within an agile and collaborative work environment.
Preferred QualificationsThe following qualifications would be considered assets:
- Strong experience in IT Service Management, including Incident, Problem, and Change Management.
- Familiarity with enterprise-scale business applications, technology platforms, and support models.
- Intermediate proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
- Experience working in large, complex, and highly regulated technology environments.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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