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Apex Systems

Application Support Incident Manager

Toronto, ON, Canada

Pay: $35 to $36 USD / hour
Job type: Full-time
Apply by: Oct 25, 2026
Working hours: 37.5 Hours/week
Posting language: English
Posted: Sep 25, 2026

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Original job description

Job#: 3053612

Job Description:

Application Support: Incident Manager

Client: Big Five Bank

Terms : 6-month Contract

Location: Scarborough, Ontario.

Work Hours: 37.5 Hours/week

2 days in the office required.

Shiftwork : yes

Shift work is required, however there will be no expectation to come in office during evening shifts
Shift hours can vary - 12-8 is the typical schedule, or you may be scheduled three 12 hour shifts that week

Seeking a skilled Incident Manager responsible for overseeing and coordinating the response to major incidents. This role will provide US regional support for the Global Incident Management function for the Banking Production Services Technologies, delivering 24x7 service for 1800+ Applications. Partners with global team mates to allow for seamless delivery of Incident Management Processes.

Drive to Resolution Business Impacting Incidents:

Incident Coordination : Manage high-severity incidents by leading triage efforts, hosting bridge calls, documenting timelines and driving to resolution to ensure all business impacting incidents are resolved in a timely manner with minimal business impact
Analysis and Mitigation : Coordinate the team to understand impacts, perform forensics, categorize, and mitigate incidents, ensuring the right experts are engaged
Communications: Ensure all personnel know their role during incidents. Keep teams aligned and accountable to timely completion of allocated actions. Ensure regular updates to Business and Technology stakeholders

Required Skills:

Experience in a Major Incident Management role
Strong technical background with the ability to understand complex systems and troubleshoot issues
ITIL Certification
Assertive with strong leadership skills, quick decision-making abilities, and the capability to coordinate multiple teams and resources in real-time
Ability to think strategically and plan for different scenarios that could occur during an incident
Ability to run the room and fearless regarding escalation
Ability to negotiate
Excellent written and verbal communication skills and experience with
Executive level communications
Strong sense of accountability and ownership
Must be proactive, enthusiastic, flexible and results driven with attention to detail
A team player who must be able to remain calm under pressure, juggle multiple priorities, using initiative to meet deadlines without close supervision
Capable of working across organizational boundaries in a very demanding, high-output environment
Experience working in a large enterprise IT Organization
Experience with triaging mission critical systems failure and resolution
Trained or experienced in advanced risk management/identification

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 Benefits Overview: 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.

© 2026 Everforth, Inc. All rights reserved.

Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

Everforth Apex 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 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 Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.

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More about this job

Responsibilities

Lead the response to high-severity, business-impacting incidents by coordinating triage, bridge calls, investigation, mitigation, and resolution across teams. Maintain incident timelines and stakeholder updates, clarify team responsibilities, and drive timely actions to minimize business impact.

Requirements

Requires major incident management experience, a strong technical background, and ITIL certification, along with experience troubleshooting mission-critical systems in a large enterprise IT environment. Candidates should demonstrate assertive leadership, sound judgment under pressure, risk awareness, strong communication and negotiation skills, and the ability to coordinate multiple teams.

Skills

Major Incident Management
Incident Coordination
Incident Triage
Incident Resolution
Root Cause Analysis
Incident Mitigation
Stakeholder Communications
Executive Communications
Leadership
Decision-Making
Escalation Management
Risk Management
ITIL
Troubleshooting
Mission-Critical Systems
Cross-Functional Coordination

Benefits

On-Demand Training
Technical And Leadership Courses
Certification Discounts

Visa sponsorship

Not detected in the job text

Keywords

Major Incident Management
Incident Management
Banking Production Services
24x7 Support
Application Support
High-Severity Incidents
Incident Triage
Bridge Calls
Incident Timelines
Business Impact
Forensics
Incident Mitigation
Stakeholder Communications
Executive Communications
ITIL Certification
Enterprise IT
Mission-Critical Systems
Systems Troubleshooting
Risk Management
Escalation
Incident Resolution
Cross-Functional Coordination
Production Support

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