Job Specifications
Role:
Title: Incident & Problem Analyst (Level 6)
Type: 1-year contract
Location: Toronto, ON, Canada
Policy: Mandatory 2 days in-office
Job Description:
The Capital Incident & Problem Analyst is a technical subject-matter generalist and procedural expert supporting Incident and Problem Management across internal and customer-facing IT services within Capital Markets. This role focuses on rapid incident detection, triage, service recovery, and driving resiliency through effective Problem Management. Strong communication skills are critical, as this role interfaces with both business and technical executives. This role reports to the Director, Incident / Problem Management.
Key Functions:
Lead remediation of incidents impacting Capital Markets
Act as a stakeholder in Major Incidents
Deliver timely, high-quality incident communications to broad audiences
Manage incidents and problems using ServiceNow and ITIL principles
Lead post-mortems and problem review sessions
Use analytics to identify trends and improve resiliency
Build metrics, dashboards, and reporting (ServiceNow, Power BI)
Participate in CABs to assess upcoming changes and risks
Maintain documentation in SharePoint and Confluence
Support the full service lifecycle from design through operations
Occasional on-call support required
Knowledge & Experience:
Undergraduate degree in Computer Science or related field (or equivalent experience)
2–4 years of experience
Capital Markets experience is a strong asset
ITIL certification required
Experience with applications, OS, networking (TCP/IP, routing, etc.)
Experience troubleshooting large-scale distributed systems
Skills:
Strong investigative and diagnostic skills
Ability to learn and apply new technical skills quickly
Excellent communication, relationship management, and facilitation skills
Strong decision-making under pressure
Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.
Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
Dexian will on request provide accommodation for disabilities to support your participation in all aspects of Recruitment, Assessment and selection process
About the Company
Dexian is a leading provider of staffing, IT, and workforce solutions with nearly 12,000 employees and 70 locations worldwide. As one of the largest IT and professional staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was launched in 2023 and created from the combination of DISYS, Signature Consultants, and other strategic acquisitions.
Dexian fuses the best elements of its legacy companies to create a platform that connects talent, technology, and organizations to produce game-chan...
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