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Incident & Problem Manager - Remote, Canada

  • Virtual - Canada, Canada
  • Ontario, Canada
  • Flight Centre Travel Group
  • Full time

Incident & Problem Manager

Reporting to the Director, Global Support; this position is responsible for overall management of critical and escalated incidents. This role facilitates, develops, and maintains the overall Incident Management process, and collaborates with other team leads when process deficiencies or improvements are identified. Responsible for coordination of Problem records including assignment, follow-up, and reporting, along with the growth and management of the Problem Management practice overall.


  • Accountable to ensure the highest level of incident control, coordination and communication occurs across FCTG.
  • Coordinates and manages critical and escalated Incidents focusing on timely restoration of services. Responsible for communication of Incident status to all key stakeholders.
  • Ensures timely service restoration and problem resolution of complex and/or high impact incidents and minimize the adverse impact of incidents and problems. May be required to provide support when dealing with outages after regular business hours
  • Creates and manages all Problem tickets throughout their lifecycle.
  • Facilitates regular critical Incident and Problem review meetings with stakeholders and teams responsible for the outcomes.
  • Documents, develops, and oversees Incident and Problem Management processes. Escalates risks and issues to the responsible process owners.
  • Develops Root Cause Analyses for all Priority 1 and Priority 2 Incidents. Assists other process owners in driving service management best practices and ITIL process standardization.


  • Able to manage multiple incidents and problems concurrently; able to determine incident urgency in a practical way and communicate this to the business.
  • Ability to cope with and manage high visibility and high stress situation.
  • Organises and schedules troubleshooting calls, sends out regular updates
  • Probes for further information or greater understanding of a problem.
  • Presents clear recommendations to team & management.
  • Uses goals to guide actions; creates detailed action plans\
  • Listens actively.
  • Collaborates effectively with team members and key stakeholders.
  • Communicates appropriately with internal and external stakeholders.
  • Ability to adapt to an ever-changing working environment whilst sticking to tight deadlines.
  • Practices information sharing
  • Awareness of travel industry and technology market and trends.
  • Researches modern technologies that will be implemented.
  • Actively pursues training, self-development, and certification.
  • Keeps abreast of innovative technologies that could be used to improve Flight Centre operations.

Benefits Include:

  • Generous remuneration structure
  • Travel perks/discounts.
  • Health & Wellness Programs and Employee Financial Wellness Services
  • Generous paid-time off policy 
  • National/International Award Nights and Conferences
  • Diversity & Inclusion initiatives
  • Benefits including vision, medical, and dental
  • Employee Assistance Program
  • RRSP with matching
  • Employee Share Plan
  • Global career opportunities in a network of brands and businesses
  • Ongoing training and professional development
  • Fun and flexible work environment
  • Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
    • Employee giving program
    • Annual Charity Trip
    • Office Environmental Program
    • 1 Volunteer Day per Calendar Year

#LI-REMOTELocation – Remote, Canada

The role can be performed onsite, remote or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at

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