Incident Manager

Job Title: Incident Manager

Location: Toronto, ON

Duration: Contract (Hybrid)

Requirement: Immediate

Industry: Banking / Financial Services

Job Summary

We are looking for an experienced Incident Manager with strong banking experience to manage IT incidents, coordinate major incident resolution, and ensure the stability of production systems. The candidate will work closely with technical teams, business stakeholders, and support teams to minimize business impact and ensure timely incident resolution.

Key Responsibilities

Manage the complete incident lifecycle, from identification to resolution.

• Handle and coordinate P1/P2 major incidents in a banking production environment.
• Collaborate with application, infrastructure, network, and support teams to resolve critical issues.
• Ensure incidents are resolved within defined SLAs.
• Provide regular updates to business stakeholders, management, and technical teams during major incidents.
• Conduct Root Cause Analysis (RCA) and prepare detailed incident reports.
• Coordinate post-incident review meetings and track corrective actions.
• Work with Problem Management and Change Management teams to prevent recurring incidents.
• Maintain accurate incident records and ensure compliance with ITIL processes.
• Use ServiceNow or similar ITSM tools for incident tracking and reporting.
• Coordinate with onshore and offshore teams to ensure effective incident resolution.
• Support continuous improvement of incident management processes within the banking environment.

Required Qualifications and Skills

• 5+ years of experience in Incident Management or IT Service Management.
• Prior experience working in the banking or financial services industry.
• Strong hands-on experience managing P1/P2 major incidents.
• Good understanding of ITIL Incident, Problem, and Change Management processes.
• Experience with SLA monitoring, incident escalation, and service restoration.
• Strong knowledge of Root Cause Analysis (RCA) and incident reporting.
• Experience working with ServiceNow or similar ITSM tools.
• Excellent verbal and written communication skills.
• Strong stakeholder management and coordination skills.
• Ability to work under pressure and manage critical production incidents in a fast-paced environment.

Preferred Qualifications

• ITIL certification.
• Experience supporting banking applications and financial systems.
• Experience coordinating incident response across multiple technical teams.
• Knowledge of production support, service availability, and operational risk management.