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Added 3 mins ago
Senior Software Engineer - Credit Commercial Engineering
Marqeta
Remote, Canada
Full-time · Remote
Pramod Rao, Sr. Director, Software Engineering
Added 3 mins ago
Project Director
AECOM
Markham, ON
$155,000 to $205,000 CAD / year
Full-time
Ten (10) years relevant experience, with a minimum five (5) years as a Project Director, delivering new buildings and capital improvement projects.
Added 17 mins ago
IT Project Manager (Digital / AI specialization
Addmore Group
Toronto, ON · Greater Toronto Area, Canada
Full-time
…plan, manage, and deliver a wide variety of high impact IT projects across the organization, with a focus on major AI use case delivery, SaaS implementations, digital platform deployments,…
Added 17 mins ago
IT Project Manager (Infrastructure / Cybersecurity)
Addmore Group
Toronto, ON · Greater Toronto Area, Canada
Full-time
…plan, manage, and deliver a wide variety of high impact IT projects across the organization, with a focus on major Cybersecurity and IT Infrastructure projects, including but not limited to…
Added 17 mins ago
IT Senior Project Manager (SAP / Business Transformation specialization)
Addmore Group
Toronto, ON · Greater Toronto Area, Canada
Full-time
Have a well-rounded Project Management knowledge base and the ability to quickly pickup and deliver projects across various applications and platforms.
Added 47 mins ago
Risk Manager
Green Infrastructure Partners
Markham, ON
Full-time
Reporting to the Risk Director, this role leads practical, decision-focused project risk management across a portfolio of projects. The Risk Manager will work closely with estimating,…
Added 47 mins ago
Director Business Dev-Full-time-Ottawa (Hybrid)
Serco
Canada
Full-time
The Director, Business Development – Defence is responsible for identifying, shaping, capturing and winning new defence and government services business in Canada, with a strong emphasis on…
Added 48 mins ago
Project Manager, Global Compliance Program Delivery
Scotiabank
Toronto, ON
…accountable for planning, coordinating, and controlling assigned projects or workstreams from initiation through implementation and closure, ensuring alignment with approved scope,…
Added 48 mins ago
General Superintendent
Bird Construction
Mississauga, ON
Full-time
…field construction activities on large and complex construction projects ranging from $100 million to $350 million + in value. Reporting to the Project Director, this role provides overall…
Added 1 hour ago
Manager, Quality systems
CIMA+
Calgary, AB · Sherbrooke, Quebec
$97,360 to $133,870 CAD / year
Full-time
At CIMA+, we give you the freedom and flexibility to manage your work on your own terms and the opportunity to work on projects you can relate to.
Added 1 hour ago
Manager, Quality systems
CIMA+
Montreal, QC · Sherbrooke, Quebec
Full-time
At CIMA+, we give you the freedom and flexibility to manage your work on your own terms and the opportunity to work on projects you can relate to.
Added 1 hour ago
Manager, Quality systems
CIMA+
Calgary, AB
$97,360 to $133,870 CAD / year
Full-time
At CIMA+, we give you the freedom and flexibility to manage your work on your own terms and the opportunity to work on projects you can relate to.
Added 1 hour ago
Manager, Quality systems
CIMA+
Mississauga, ON
$97,360 to $133,870 CAD / year
Full-time
At CIMA+, we give you the freedom and flexibility to manage your work on your own terms and the opportunity to work on projects you can relate to.
Added 1 hour ago
Manager, Quality systems
CIMA+
Montreal, QC
Full-time
At CIMA+, we give you the freedom and flexibility to manage your work on your own terms and the opportunity to work on projects you can relate to.
Added 1 hour ago
Manager, Quality systems
CIMA+
Vancouver, BC
$97,360 to $133,870 CAD / year
Full-time
At CIMA+, we give you the freedom and flexibility to manage your work on your own terms and the opportunity to work on projects you can relate to.
Added 1 hour ago
Manager, Water Operations and Maintenance
Region of Waterloo
Kitchener, ON
…with Design& Construction for implementation. Liaises with engineering staff regarding facility repair, replacement, and…
Added 1 hour ago
Engineering Technician
SUPERIOR CABINETS
Saskatoon, SK
Opportunity: Superior Cabinets is currently seeking a detailed oriented Engineering Technician to support our engineering team. The ideal candidate will assist with project planning,…
Added 1 hour ago
Program Specialist
Ontario Centre of Innovation
Toronto, ON
$70,000 to $77,250 CAD / year
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…the EV ChargeON program portfolio. Working closely with the Director, EV ChargeON and cross-functional teams, the…
Added 1 hour ago
Executive Director, Capital Infrastructure Development and Implementation
Government of Alberta
AB · Edmonton, AB
$153,902 to $202,256 CAD / year
Full-time
In this role, the Executive Director leads and provides direction to three units: capital infrastructure planning, capital project delivery and capital systems coordination. The units…
Added 1 hour ago
Indigenous Relations Leader
Pinchin Canada
Regina, SK
Full-time
Experience supporting mining, natural resources, environmental consulting, engineering, or community-based projects would be considered an asset.
Added 2 hours ago
Indigenous Relations Leader
Pinchin Canada
AB · Edmonton, AB
Full-time
Experience supporting mining, natural resources, environmental consulting, engineering, or community-based projects would be considered an asset.
Added 2 hours ago
Project Coordinator
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Greater Napanee, ON · Napanee, ON
Full-time
For more than 50 years, the building team has given life to countless construction projects, distinguished by the high quality of their work, meeting the highest standards in the industry…
Added 2 hours ago
Indigenous Relations Leader
Pinchin Canada
Kelowna, BC
Full-time
Experience supporting mining, natural resources, environmental consulting, engineering, or community-based projects would be considered an asset.
Added 2 hours ago
Indigenous Relations Leader
Pinchin Canada
Saskatoon, SK
Full-time
Experience supporting mining, natural resources, environmental consulting, engineering, or community-based projects would be considered an asset.
Added 2 hours ago
Indigenous Relations Leader
Pinchin Canada
Richmond, BC
Full-time
Experience supporting mining, natural resources, environmental consulting, engineering, or community-based projects would be considered an asset.

Worley

Major Incident Manager

Calgary, AB, Canada

Job type: Full-time
Apply by: Oct 22, 2026
Posting language: English
Posted: Sep 22, 2026

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Original job description

About Us

Worley is a global company of energy, chemicals and resources experts headquartered in Australia. We partner with our customers to deliver projects and create value across the life of their assets. We specialize in consulting, engineering, procurement and construction across the project lifecycle, with services extending through to operations and decommissioning. Leveraging extensive experience and AI-enabled delivery, we support customers in navigating complexity as they meet today's needs and transition to more sustainable solutions.

Purpose

The Senior Major Incident Manager holds global ownership and authority for enterprise major incident governance across all operational regions on a 24/7/365 basis. Reporting to the Director of Service Management, this role serves as the ultimate authority for commanding high-impact P1/P2 outages and service degradations within our enterprise IT environment. Based in the Americas, India or Australia, she/he will lead direct reports in international time zones to maintain a unified, round-the-clock crisis response framework. She/he will leverage deep expertise in Managed Service Provider (MSP) governance and vendor management to drive immediate accountability, protecting enterprise uptime during our digital transformation.This full-time position offers flexibility in location across the Americas and APAC regions, allowing the successful candidate to be based at any Worley office within those regions. The role follows a hybrid work model, with an expectation of three days per week in the office.

Responsibilities

Governance: Own, define, and enforce the global major incident policy across the enterprise.
MSP & Vendor Escalation: Act as the senior escalation point for external suppliers, holding MSPs and third-party vendors strictly accountable to contractual SLAs and MTTR targets during live incidents.
Multi-Vendor Orchestration: Command high-severity restoration calls, seamlessly driving alignment and technical collaboration between internal squads, cloud providers, and legacy MSP technical teams.
Global Team Leadership: Direct, mentor, and align Incident Managers across international time zones to ensure seamless handoffs and standardized execution of the major incident playbook.
ServiceNow Workbench Ownership: Leverage ServiceNow’s Major Incident Management workbench to trigger automated notifications, track resolver engagement, and document restoration workflows in real time.
Executive Communications: Author and distribute transparent, business-focused incident updates and impact statements to global leadership under strict time-to-communicate deadlines.
Post-Incident Review (PIR): Engage in cross-functional post-incident investigations with vendors and internal teams to map accurate Configuration Items (CIs) in ServiceNow, identify root causes, and prevent recurrence.
Monthly Leadership Reporting: Prepare and present monthly operational performance reports to Digital leadership, using advanced ITIL Operational framework metrics to develop trends and provide insights into performance.
Success Measures
MIM Actionable CMDB Utilization: High reliance on the CMDB during active bridge calls, enabling rapid impact assessment and accelerating technical troubleshooting.
Rapid Incident-to-Catalog Throughput: Seamless routing of complex major incident workarounds into predefined service request models, accelerating regular request handling speeds and user service restoration post outage.
Incident Data Migration Readiness: Production of clean, standardized major incident records and resolution codes in ServiceNow, lowering data platform overhead and preparing operational datasets for future cloud native reporting tools.
Cross-Domain Incident Alignment: Highly effective emergency collaboration and structured escalation paths established across global End User Services, Platforms, Applications, Information Security, and Network domains.

What You Will Bring

Technical/Industry Experience and Qualifications Requirements:

Overall IT Experience: Minimum 7+ years of experience working in large-scale enterprise IT operations or infrastructure.
MIM Core Experience: Minimum 4+ years specifically dedicated to commanding and governing major incidents globally.
Vendor & MSP Governance: Proven experience managing, escalating, and enforcing SLAs through complex third-party vendor networks and Managed Service Providers (MSPs) during high-pressure outages.
Global Leadership: Demonstrated success directly managing and developing distributed technical teams across multiple international time zones.
ServiceNow Competency: Hands-on proficiency using ServiceNow Incident Management and Major Incident modules.
Framework Metrics Mastery: Strong foundational capability in establishing, calculating, and monitoring ITIL 4 component metrics and modern ITIL v5 lifecycle and digital experience metrics.
Geographic Target: Must be located within and legally authorized to work in the Americas region, India or Australia.

Required

Education – Qualifications, Accreditation, Training:

Bachelor’s degree.

Preferred

Technical Acumen: Hands-on experience navigating complex enterprise environments, addressing legacy on-premises systems, SAAS platform-related integrations, and cloud platforms.
ITIL Certification: ITIL v3/v4 Managing Professional or Strategic Leader certification; familiarity with emerging ITIL v5 concepts such as value co-creation and AI Operations (AIOps).
Cloud Foundations: Basic certifications or operational understanding of AWS, Microsoft Azure, or Google Cloud architecture.

Additional Information

US Benefits: eligible for PTO, 401k, medical, vision, dental.
For applicants based in the province of British Columbia, the salary range is $115K to $140K. For applicants based in the province of Ontario, the salary range is $123K to $140K. Application of the pay band: Variation in salary is determined by factors such as the candidate’s qualifications, relevant years of experience, geographic location, internal pay equity, and prevailing market conditions for the specific role.

Moving forward together

We want our people to be energized and empowered to drive sustainable impact. So, our focus is on a values-inspired culture that unlocks brilliance through belonging, connection and innovation. We're building a diverse, inclusive and respectful workplace. Creating a space where everyone feels they belong, can be themselves, and are heard.

And we're not just talking about it; we're doing it. We're reskilling our people, leveraging transferable skills, and supporting the transition of our workforce to become experts in today's low carbon energy infrastructure and technology. Whatever your ambition, there's a path for you here.

And there's no barrier to your potential career success. Join us to broaden your horizons, explore diverse opportunities, and be part of delivering sustainable change.

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More about this job

Responsibilities

The Major Incident Manager is responsible for global enterprise incident governance, commanding high-impact outages, and managing vendor accountability. They lead international teams to ensure standardized incident response and provide executive-level reporting on operational performance.

Requirements

Candidates must have at least 7 years of IT operations experience, including 4 years specifically in major incident management. A bachelor's degree and proficiency in ServiceNow and ITIL frameworks are required.

Skills

Major Incident Management
ServiceNow
ITIL 4
Vendor Management
MSP Governance
Crisis Response
Cloud Infrastructure
Leadership
Communication
SLA Management
MTTR Optimization
Operational Reporting
Root Cause Analysis
Configuration Management
Stakeholder Management

Benefits

Paid Time Off
401k
Medical Insurance
Vision Insurance
Dental Insurance

Visa sponsorship

Not detected in the job text

Keywords

Major Incident Manager
ServiceNow
ITIL
MSP
Vendor Management
Cloud Computing
AWS
Microsoft Azure
Google Cloud
AIOps
CMDB
SLA
MTTR
PIR
Incident Management
Enterprise IT
Governance
Infrastructure
Digital Transformation
Operational Metrics

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