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Added 33 mins ago
Branch Team Lead
HUB International
Kamloops, BC
Full-time
…partner with us, you’re at the center of a vast network of risk, insurance, employee benefits, retirement and wealth management specialists that bring clarity to a changing world with…
Added 33 mins ago
Branch Manager
HUB International
Kelowna, BC
Full-time
…partner with us, you’re at the center of a vast network of risk, insurance, employee benefits, retirement and wealth management specialists that bring clarity to a changing world with…
Added 1 hour ago
Senior Engineer Supervisor, Projects
Elk Valley Resources
Elkford, BC
$140,000 to $165,000 CAD / year
EVR is proud to be part of the Glencore Group, contributing to a global portfolio of operations with a history that dates back more than 100 years in Canada.
Added 1 hour ago
Associate Director - Senior Business & Portfolio Manager
RBC
Bedford, QC
Full-time
Partner with business management for resource operational risk – CTR tenure, furlough, onboards/offboards, etc.
Added 1 hour ago
Senior Engineer Supervisor, Projects
Elk Valley Resources
Elkford, BC
$140,000 to $165,000 CAD / year
Full-time
EVR is proud to be part of the Glencore Group, contributing to a global portfolio of operations with a history that dates back more than 100 years in Canada.
Added 1 hour ago
Senior Registered Electrical Engineer - Nuclear Power
Black & Veatch Family of Companies
Markham, ON
…conducive to quality. Supports continuous improvement, change management and risk management…
Added 1 hour ago
Senior Governance & Control Analyst-1
TD
London, ON · Toronto, ON · Markham, ON
Full-time
Risk Culture – Fostering an effective, transparent culture of risk awareness; evaluating business strategy and activities against risk appetite; and providing management and stakeholders…
Added 1 hour ago
Specialized Finance Manager
TD
Toronto, ON · Laval, QC
Full-time
The Manager will collaborate with key business partners across Technology, Actuarial, Project Management, and Finance to evaluate business and system changes that may impact financial and…
Added 1 hour ago
Executive Protection Specialist
TD
Toronto, ON
Full-time
Reporting to the Group Manager, GPS Employee Protection Programs, the Executive Protection Specialist will work in cooperation with GPS management and GPS teams to provide dedicated support…
Added 1 hour ago
Modelling / Forecasting Senior Analyst (Quants)
TD
Toronto, ON
Full-time
Model Risk Management for TD’s U.S. operations (U.S. MRM) supports the effective oversight of model risk across the U.S. businesses and is comprised of two core functions: Model Validation…
Added 1 hour ago
Senior Quality Control Analyst (5511)
TD
Toronto, ON · Markham, ON
Full-time
…QC program in providing metric and feedback for FIU senior management and the executive. The Senior QC Analyst will report to the Group Manager, STR Quality…
Added 1 hour ago
Project Analyst II
TD
Toronto, ON
Full-time
May lead and deliver Tier 5 projects with a low level of regulatory oversight, risk and complexity profile with medium term horizon
Added 1 hour ago
TDS Operations Analyst III
TD
Toronto, ON
Full-time
Reporting to the Group Manager, Corporate Lending Operations Administration, the Operations Analyst III is a senior individual contributor responsible for executing and overseeing loan…
Added 1 hour ago
Bus Operations Support Lead I
TD
Toronto, ON · Calgary, AB
Full-time
Assist management with maintenance of department assets
Added 1 hour ago
Bus Operations Support Lead I
TD
Toronto, ON
Full-time
Assist management with maintenance of department assets
Added 1 hour ago
Business Systems Analyst III
TD
Toronto, ON
Full-time
The ARCS pod within the Finance and Risk Platform is looking for a Business Systems Analyst. This role has a focus on delivering technology solutions for the ARCS application & delivery…
Added 1 hour ago
Analyst III
TD
Toronto, ON
Full-time
With offices located around the world and with more than 650 professionals, the strength of TD Securities Global Operations lies in the diverse and dynamic group of individuals who provide…
Added 1 hour ago
Bilingual Merchant Solutions Retention Specialist (STA 24mths)
TD
Toronto, ON
Full-time
Adhere to all regulatory requirements, operational procedures, and risk management policies.
Added 1 hour ago
Wealth Operations Officer II
TD
Toronto, ON
Full-time
Investigate and escalate non-standard or high-risk activities as appropriate
Added 1 hour ago
Business Application Analyst III
TD
Toronto, ON
Full-time
Responsible for day to day operations process management to ensure consistency, and delivery according to established SLA
Added 1 hour ago
AML Financial Crime Risk Investigator I (Core Investigations)
TD
Ottawa, ON
Full-time
Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
Added 1 hour ago
Product Group Technology Lead II (Secure Onboarding & Identity Proofing (CIAM)
TD
Toronto, ON · Mississauga, ON
Full-time
This is a global role with end-to-end ownership of TD's identity verification and proofing technology across the North American footprint. You will lead the engineering, delivery and…
Added 1 hour ago
Manager, Exchange Traded Products Compliance Advisory (5444)
TD
Toronto, ON
Full-time
Manager, Exchange Traded Products Compliance Advisory position is responsible for providing advice and guidance on regulatory requirements and firm policies applicable to the Exchange…
Added 1 hour ago
Manager, Business Application Management
TD
Toronto, ON
Full-time
…working to advance strategic priorities while ensuring proper risk…
Added 1 hour ago
Health & Safety Coordinator
Magna International
Milton, ON
Full-time
…support and resources they need to succeed. As a member of our global team, you can expect exciting, varied responsibilities as well as a wide range of development prospects. Because we…

Express Scripts Canada

Major Incident Management Specialist - Express Scripts Canada

Mississauga, ON, Canada

Pay: Pay Range: $65,000 to $70,000 annually
Job type: Full-time
Workplace: Hybrid
Apply by: Oct 29, 2026
Experience: 2-4+ years of experience in Major Incident Management, Problem Management, Change Management and IT service management lifecycle.
Posting language: English
Posted: Sep 29, 2026

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Original job description

Job Title: Major Incident Management Specialist

Location: 300 - 6985 Financial Drive Mississauga ON

Employment Type: Full-time

Reason for Vacancy: Replacement

Work Arrangement: Hybrid

Department Name: IT Support Services

Pay Type: Salaried

Pay Range: $65,000 to $70,000 annually

Please note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role.

About Us

Express Scripts Canada (ESC) is a leading health benefits management company. Serving over 12 million members, we help insurance carriers, third party administrators, and the public sector optimize the value of health benefits by linking the talent and professional expertise of our people with leading edge information management systems and technology. ESC is a wholly owned subsidiary of Express Scripts Inc., one of the largest pharmacy benefit management (PBM) companies in North America, part of The Cigna Group (NYSE: CI), a global health company. Together, we deliver innovative, cost-effective solutions that improve access, affordability, and health outcomes for Canadians.

Job Summary

Express Scripts Canada (ESC) is seeking a highly motivated and service-oriented Major Incident Management Specialist to join our IT Support Services team. The ideal candidate brings strong analytical and troubleshooting abilities, a passion for technology, and a commitment to continuous learning and operational excellence.

The Major Incident Management Specialist serves as the central coordinator during critical, high-severity technology incidents. This role leads cross-functional technical teams, manages executive communications, and ensures adherence to operational governance to restore services as quickly as possible. The specialist drives structured problem-solving, maintains comprehensive documentation, and facilitates post-incident reviews to reduce the risk of future occurrences.

Drawing on prior major incident management experience, you confidently assess, prioritize, and manage major incidents while leading ESC's major incident management process from initial reporting through resolution. Strong customer service and communication skills enable you to collaborate effectively with the service desk, business stakeholders, and technical teams to resolve issues and manage incidents efficiently.

The Major Incident Management Specialist develops and maintains knowledge articles, Standard Operating Procedures (SOPs) and produces monthly incident reports.

Key Responsibilities

Lead and champion the Major Incident Management process to ensure service is restored as quickly as possible through effective coordination, appropriate escalation, and meeting facilitation.
Coordinate and collaborate with technical teams and business stakeholders to drive incident resolution and communicate status updates.
Prepare and distribute incident communications, including coordinating French translations when required.
Maintain incident management documentation, procedures, and supporting artifacts.
Identify opportunities to improve and mature incident management processes.
Support Problem Management activities with a focus on root cause analysis and continuous improvement.
Identify recurring issues and collaborate with support teams to implement long-term solutions.
Document known issues and workarounds.
Provide backup support for Change Management activities as needed.

What We’re Looking For

Post-secondary degree or diploma in Computer Science, Information Technology, or a related discipline; an equivalent combination of education and relevant experience will also be considered.
2-4+ years of experience in Major Incident Management, Problem Management, Change Management and IT service management lifecycle.
ITIL Foundation v4+ certification required.
Experience with ServiceNow; ServiceNow administrator certification preferred.
Excellent customer service skills with a focus on timely and professional issue resolution.

Why Join Us?

Competitive compensation, benefits and pension plan
Career development and advancement opportunities
A culture that celebrates innovation and collaboration
Flexible work options and wellness programs

Pre-Employment Requirements

All offers of employment are conditional upon the successful completion of reference checks and background verification in accordance with company policy. Within ESC, for certain positions, obtaining and maintaining a federal government security clearance is a condition of employment. Candidates applying for such roles must meet all eligibility criteria for the applicable clearance level and consent to the security screening process as mandated by federal regulations. Failure to obtain or maintain the required clearance will result in withdrawal of the offer or termination of employment.

Our hiring process includes AI-powered tools to conduct video interviews, take notes and score candidates; however, all scores will be reviewed by hiring managers and our Talent team before making a decision.

NOTE: Internal candidate should apply before October 6, 2026.

Express Scripts Canada Is a Cigna Company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

If you require accommodation in completing the online application process, please email: eschr2@express-scripts.com Do not email eschr2@express-scripts.com for an update on your application or to provide your resume as you will not receive a response.

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More about this job

Responsibilities

Lead and coordinate cross-functional teams during high-severity technology incidents, managing escalations, stakeholder communications, and activities to restore services quickly. Maintain incident procedures and documentation, produce reports, support problem and change management, and drive root-cause analysis and continuous improvement.

Requirements

A post-secondary degree or diploma in computer science, information technology, or a related field is required, or equivalent education and relevant experience. Candidates need 2–4+ years of experience in major incident, problem, change, and IT service management, ITIL Foundation v4 or higher certification, and ServiceNow experience; ServiceNow administrator certification is preferred.

Skills

Major Incident Management
Problem Management
Change Management
IT Service Management
Incident Coordination
Incident Escalation
Technical Troubleshooting
Root Cause Analysis
ServiceNow
Executive Communications
Customer Service
Stakeholder Collaboration
Incident Documentation
Process Improvement
ITIL
Knowledge Article Development

Benefits

Competitive Compensation
Benefits
Pension Plan
Career Development Opportunities
Advancement Opportunities
Flexible Work Options
Wellness Programs

Visa sponsorship

Not detected in the job text

Keywords

Major Incident Management
Problem Management
Change Management
IT Service Management
ITIL Foundation v4
ServiceNow
Incident Response
Incident Escalation
Incident Communications
Executive Communications
Root Cause Analysis
Known Issues
Workarounds
Standard Operating Procedures
Knowledge Articles
Monthly Incident Reporting
Technical Troubleshooting
Cross-Functional Coordination
Stakeholder Collaboration
Service Restoration
Operational Governance
Continuous Improvement
Health Benefits Management
Enhanced Reliability Clearance

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