Major Incident Manager

Job Description

Location: Toronto, ON, Hybrid

Language: English, excellent written and spoken communication required

Background Check Requirement: Canadian Criminal Credit Check, Canadian ID Cross-Check, Public Safety Verification, 5-year Employment Verification, Education Verification, Credit Check and Social Media Check

About the Opportunity

We’re looking for an experienced Incident Management Lead to join a leading organization in the financial technology and payments sector. In this highly visible role, you’ll take command during major incidents, bringing structure, sound decision-making and clear communication to complex, time-sensitive situations.

Reporting to a Process and Operational Excellence leader, you’ll collaborate with technology specialists, product teams, communications partners, risk teams and senior stakeholders. Your leadership will help protect critical services while strengthening incident management practices across a complex, 24/7 environment.

What’s In It for You

Join an innovative, purpose-driven workplace that values collaboration, inclusion and continuous improvement. You’ll have the opportunity to influence enterprise-wide processes, mentor colleagues and work alongside experienced professionals while enjoying a flexible hybrid environment, comprehensive benefits, wellness support, retirement savings programs and performance-based incentives.

Your Responsibilities

• You’ll command major incidents, mobilizing technical experts, incident managers and communications teams to restore services quickly and minimize risk.

• You’ll lead technical resolver teams, provide decisive direction and review emergency changes within established processes.

• You’ll drive timely, accurate internal and external incident communications, translating complex technical issues for executive and business audiences.

• You’ll continuously improve Incident Management processes, reporting, metrics, documentation and compliance.

• You’ll conduct post-incident reviews and partner with Problem Management, operations, technology, product and risk teams on improvements.

• You’ll mentor team members in communication, decision-making and insightful incident reporting.

Skills and Qualifications

• Proven senior-level Incident Management leadership experience at least 7 years , with recognized expertise managing major incidents.

• Strong knowledge of ITIL, ITSM, financial services, payments and emergency management protocols.

• Demonstrated success developing, transforming and continuously improving Incident Management processes.

• Excellent written and verbal English communication skills, with the ability to bridge technical and business audiences.

• Strong critical thinking, decision-making and problem-solving skills under pressure.

• Technical understanding of platforms, data and applications, with the ability to quickly learn complex technology environments.

• Experience supporting complex 24/7 operations and collaborating effectively with internal and external stakeholders.

Note from the Hiring Manager

“We’re looking for someone who can bring calm, clarity and leadership to high-pressure situations. You’ll be trusted to make sound decisions, communicate effectively across technical and business teams, and help us continuously strengthen how we manage major incidents.”