Incident & Problem Manager Jobs

Ceridian is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our brand promise – Makes Work Life Better™ – is the commitment we make to our employees, our customers and their employees, our partners, and to the communities we operate in around the world. As the pace of change accelerates, our modern technologies help our customers adapt, evolve, and win in today’s borderless, flexible, and skills-based work world.

Dayforce is Ceridian’s award-winning cloud HCM platform. Its single solution, single database, and single continuous calculation engine helps customers achieve increased efficiencies, productivity, and best-in-class compliance. Dayforce is the people platform for the global workforce.

Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the United States or Canada

About The Opportunity

The Incident and Problem Manager, Sr. is an expert in the identification, facilitation, and effective resolution of incident events. Incidents managed will include technology, product cybersecurity, and privacy incidents and other incidents deemed to be critical in nature. In addition to the effective management of incidents, the contributor will lead strategic or special projects as needed. This role requires timely and effective communications to key stakeholders including executive level leadership. As a subject matter expert in their field, the Incident and Problem Manager, Sr. will be called upon to handle the most challenging of incidents with little supervision. In addition, they play a key role in the development of Ceridian’s overall Incident and Problem Management practice through the development of standard operating procedures, training material, other process documentation as well as providing work direction and the mentoring and coaching of other members of the team.

As a result of our powerful trajectory and strategic organizational restructuring, we are adding a Senior Consulting Manager to guide a team of senior consulting professionals, provide thorough leadership, and act as an advocate. You will spearhead resourcing optimization and the processes we need to efficiently staff our projects, grow our people, and run the business.

You are an experienced manager with an opportunity to grow and nurture a team by taking on true leadership and guidance responsibilities You want to apply your expertise as a leader to optimize resourcing and career development and introduce best practices.

What You’ll Get To Do

• Demonstrate excellent judgement when addressing new challenges where process may not already exist
• Standard hours for this role are 2:00 PM ET – 10:00 PM ET with a weekend on-call rotation
• Follow applicable documentation, confidentiality, and legal standards in all written and verbal communication
• Communicate effectively with business and technical audiences and produce suitable communications for multiple audience types, both client-facing and internal
• Monitor, evaluate and report on incident management programs, statistics, and processes to assure the continuous improvement of the overall programAct independently, and with little direction, to identify and resolve challenges to the timely and reliable resolution of major incidents
• Lead strategic or special projects required for Ceridian to meet its incident management objectives
• Serve as a subject matter expert for Ceridian’s incident management, cybersecurity, and privacy practices
• Effectively and reliably manage complex, and often highly sensitive, major incidents to conclusion by following the prescribed process
• Create and maintain process documentation, including standard operating procedures as better practices and new processes are identified
• Constantly interact with senior organizational leaders as required to facilitate the effective handling of incidents or project delivery
• Lead post-incident analysis and documentation to ensure accurate root cause of incidents is published, appropriate preventive actions are identified and tracked, and reduce likelihood of future technology and cybersecurity events

What’s in it for you

• Amazing time away from work programs
• Giving where you’re living: volunteer days, Ceridian sponsored events, and our very own charity, Ceridian Cares
• Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
• Encouragement to be the best version of yourself at and away from work:
• YOUnity diversity and inclusion programs
• Opportunities to fuel your career growth through numerous internal and external programs and events
• Recognition for your contributions through excellent pay, perks, and rewards

Skills and experience we value

• Advanced problem identification, judgment, resolution, and decision-making skills.
• Capable of leading process analysis and providing recommendations for process improvements
• Ability to prioritize and effectively manage competing priorities and projects
• Advanced skills with Microsoft collaboration and productivity tools; Word, Excel, Teams, SharePoint
• Excellent oral and written communication skills including the ability to build and present effective business presentations
• Experience managing complex cybersecurity and privacy investigations
• Ability to lead incident calls confidently and independently to successful resolution
• Ability to work well interpersonally across different teams and disciplines at various levels up through executives, as well as influence and manage without direct authority.
• Demonstrated capacity to lead under pressure, make decisions in ambiguous situations and drive cross functional collaboration in a short period of time
• Ability to understand and work with complex, large enterprise business environments
• Bachelor’s degree in Computer Science plus 5+ years related experience, or equivalent combination of education and related experience
• Technical writing experience following ITIL best practices
• Experience working with ITIL v3/v4, Agile/Scrum and DevOps principles
• Knowledge of tools that support ITIL / ITSM processes such as ServiceNow

Ceridian is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We provide our employees with comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced lifestyle to achieve personal and professional success. We encourage all individuals to apply for positions that fit their passions.

We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted.

About The Salary Ranges

Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.

The range provided is in Canadian Dollars.

Fraudulent Recruiting

Beware of fraudulent recruiting activity! If you are contacted by a Ceridian Recruiter or other Ceridian employee, you will be provided with an @ceridian.com email. If you are contacted by someone who uses any other email domain, despite their use of our company logo or company name in their social media handle/profile, the contact could be fraudulent. Please also note, Ceridian will not request or send money and/or a check at any time during the recruiting or hiring process, ask you to order any equipment or supplies, or ask for any sensitive personal data, such as National ID numbers, via email or phone. Sensitive personal data is only collected post-hire, via new hire forms directly in Dayforce. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Ceridian employee, please refer to our fraudulent recruiting statement found here: https://www.ceridian.com/company/corporate/be-aware-recruiting-fraud.

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