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Added 14 mins ago
CP
Behavioral Crisis Prevention Instructor - Bilingual French/English
Crisis Prevention Institute
Toronto, ON
- Full-time
…programming and ancillary programs while creating a superior customer experience for training participants. The GPI serves as a strategic training subject matter expert (SME) who…
Added 14 mins ago
EE
Loose-Fill Insulation Technician, Empire Envelope
Empire Envelope
AB · Edmonton, AB
- Full-time
Minimum 1 year of relevant experience in loose-fill insulation installation or a similar role.
Added 14 mins ago
ZA
Sales Consultant - Woodbridge Toyota - 25140
Zanchin Automotive Group
Vaughan, ON
- Full-time
experience in customer service, and the ability to have meaningful conversations
Added 14 mins ago
RC
Warehouse Manager
Rexel Canada
AB · Edmonton, AB
- Full-time
Rexel is a world leader in the electrical distribution market, operating in 18 Countries and leveraging a network of 1950 branches and 27000 employees. We provide innovative electrical…
Added 14 mins ago
I
Manager, Revenue Operations
illumin
Toronto, ON · Greater Toronto Area, Canada
- $130,000 to $150,000 CAD / year
- Full-time
This is an existing hybrid opportunity, working three days per week on-site in our downtown Toronto office
Added 14 mins ago
RC
Quotation Specialist
Rexel Canada
AB · Edmonton, AB
- Full-time
Rexel is a world leader in the electrical distribution market, operating in 18 Countries and leveraging a network of 1950 branches and 27000 employees. We provide innovative electrical…
Added 14 mins ago
C(
Technical Sales Representative - Valves & Automation
CGIS (CG Industrial Specialties)
AB · Edmonton, AB
- Full-time
Must possess a valid driver's license
Added 14 mins ago
WC
(CAN) Gérant de rayon leader, aliments
Walmart Canada
Trois-Rivières, QC
- Full-time
…closely with the Food Assistant Manager to deliver a strong customer experience and efficient daily execution. This role helps coordinate task completion, maintain department standards and…
Added 14 mins ago
V|
EHS Specialist
Veolia | Water Tech
Guelph, ON
- $80,000 to $110,000 CAD / year
- Full-time
All vendors must have a current and fully executed MSA on file before submitting candidates
Added 14 mins ago
JH
General Manager - Night Club
JRoss Hospitality Recruiters
Toronto, ON
- $90,000 to $100,000 CAD / year
- Full-time
An exciting opportunity awaits an experienced and charismatic hospitality leader to take the helm of one of downtown Toronto's vibrant nightlife destinations. Known for its energetic…
Added 14 mins ago
IM
Senior Manager, Technical Support
Ingram Micro
Mississauga, ON
- $150,000 to $165,000 CAD / year
- Full-time
…Partner-Led Support today, with other vendor lines to follow. When a customer's AWS production environment goes down, our team is who they call. Ingram Micro delivers AWS Partner-Led…
Added 14 mins ago
ZA
Lot Attendant - Erin Milla Acura - 26341
Zanchin Automotive Group
Mississauga, ON
- Full-time
The expected salary or pay rate for this role is from $20.00 per hour, based on experience and qualifications.
Added 14 mins ago
WC
Senior Manager, Business Development
Walmart Canada
Mississauga, ON
- Full-time
…involve balancing commercial opportunities with data security and customer trust. Collaboration with product development teams to explore and accelerate new business plans is essential.…
Added 14 mins ago
M
Regional Maintenance Associate - Multi-Residential
Morguard
Brampton, ON
- Full-time
Must have a valid driver's license and access to a vehicle at all times
Added 14 mins ago
HR
Signalling Design Intern (Winter 2027)
Hitachi Rail
Burnaby, BC
- $23 to $30 CAD / hour
- Full-time
A chance to build your career with a global leader driving digital transformation and innovation that helps support sustainable future
Added 14 mins ago
EE
Administrative Assistant, Empire Envelope
Empire Envelope
Calgary, AB
- Full-time
Minimum 1 year of experience in an administrative role.
Added 14 mins ago
HA
Guest Service Representative (Full Time)
Homes Alive Pets
Edmonton, AB
- Full-time
…our guests and strive to ensure every guest has a positive experience. This is a generalist role: Guest Service Representatives operate the till, offer honest, brand-agnostic advice about…
Added 14 mins ago
HA
Customer Service Representative (Full Time)
Homes Alive Pets
Edmonton, AB
- Full-time
Customer Service Representatives are the first point of contact for our guests and strive to ensure every guest has a positive experience. This is a generalist role: Customer Service…
Added 14 mins ago
R
Stage - Hiver 2027 - Gestion de la chaîne d’approvisionnement / Internship - Winter 2027 - Supply Chain Management
RTX
Longueuil, QC
- Full-time
Pratt & Whitney Canada (P&WC) est un leader mondial de l’innovation aérospatiale, dont le siège social est situé à Longueuil, au Québec, depuis 1928. Nous concevons et fabriquons des…
Added 14 mins ago
R
Stage - Superviseur COOP-Hiver 2027 | | Internship - COOP supervisor – Winter 2027
RTX
Longueuil, QC
- Full-time
Horaire flexible : en présentiel requise 5 jours par semaine
Added 14 mins ago
A
HVAC Apprentice
ATCO
Kamloops, BC
- Full-time
Indoor manufacturing facility, Work life balance, Day shift, Monday – Friday
Added 14 mins ago
D
Laboratory Assistant - LHSC
Dynacare
Brampton, ON
- Contract
…quality metrics. You also play an important role in providing customer service to create the best possible patient experience. These can be stressful situations for patients, and you need…
Added 14 mins ago
Courier
Dynacare
London, ON
Experience a collaborative, diverse workforce that prioritizes dignity and respect for all
Added 29 mins ago
SC
ERP Project Communication & Change Manager (70309725)
Sodexo Canada Ltd
Mississauga, ON
- Full-time
Our purpose is to create a better everyday for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries,…
Added 29 mins ago
SC
Analyste Senior, livraison de services aux clients bilingue (70309755)
Sodexo Canada Ltd
Montreal, QC
- Full-time
Mode de travail : À temps plein, en présentiel (5 jours par semaine)

Closed listing

Worley

Major Incident Manager

Toronto, ON, Canada

Full-time

This opening has closed.

The original listing is kept below for reference.

Find open jobs More jobs with this employer

About employer

Job details

Job type: Full-time
Closing date: Oct 22, 2026
Work location: The role follows a hybrid work model, with an expectation of three days per week in the office
Posting language: English
Posted: Sep 22, 2026

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Original job description

Archived listing. The details below describe a past opening.

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.

About employer

More about this job

Responsibilities

The Senior Major Incident Manager holds global ownership of enterprise major incident governance and commands high-impact P1/P2 outages on a 24/7/365 basis. This role involves managing MSP accountability, leading international incident teams, and delivering executive communications during crises.

Requirements

Requires a bachelor's degree and at least 7 years of IT operations experience, with 4+ years specifically in global major incident management. Proficiency in ServiceNow and ITIL frameworks is essential, along with proven experience managing third-party vendors and distributed teams.

Skills

Major Incident Management
MSP Governance
Vendor Management
ServiceNow
ITIL 4
Crisis Response
Executive Communication
Post-Incident Review
CMDB Utilization
Cloud Infrastructure
Team Leadership
SLA Management
MTTR Optimization
Incident Orchestration
Digital Transformation
Operational Reporting

Benefits

Paid Time Off
401k
Medical Insurance
Vision Insurance
Dental Insurance

Visa sponsorship

Not detected in the job text

Keywords

ServiceNow
ITIL v3
ITIL v4
ITIL v5
AIOps
AWS
Microsoft Azure
Google Cloud
CMDB
SLA
MTTR
P1/P2 Outages
MSP
Managed Service Provider
Incident Management
Governance
Digital Transformation
SaaS
Cloud Native
Enterprise IT
Infrastructure
Post-Incident Review
Configuration Items
Value Co-creation
Operational Framework
Crisis Management
Global Leadership
Service Management
Technical Troubleshooting
Professional Services

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Work requirements

Jobs in Canada