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Added 10 mins ago
Director, Global Insurance Data Solutions
Scotiabank
Toronto, ON
The Director, Global Insurance Data Solutions leads a dedicated Global Insurance data solutions function within the Global Wealth Management (GWM) Data Management Office. This role is…
Added 39 mins ago
Environmental & Permitting Lead
Brunel
Guelph, ON
$120 to $150 CAD / hour
Contract
Work closely with the Project Director and multidisciplinary project teams across geology, metallurgy, engineering, and project development.
Added 40 mins ago
Director, AI Delivery & Portfolio Management – Global Payments Technology
RBC
Toronto, ON
Full-time
As Director, AI Delivery & Portfolio Management – Global Payments Technology, you will lead a strategic portfolio of AI initiatives across research, engineering, platform, and business…
Added 55 mins ago
Director, Non-Trading Market Risk Management
CIBC
Toronto, ON
Full-time
As the Director, Non-Trading Market Risk, you’ll join CIBC’s Liquidity & Non-Trading Market Risk team. You’ll provide strategic oversight on non-trading market risk measurements, including…
Added 1 hour ago
Data Governance Lead
Health Sciences North
Sudbury, ON
Under the general direction of the Director, Data Strategy & Analytics.
Added 1 hour ago
Data Governance Lead
Health Sciences North
Sudbury, ON
Under the general direction of the Director, Data Strategy & Analytics.
Added 1 hour ago
Senior Gaming Analyst (Engineer 4)
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Reporting to the Director of Investigation and Enforcement, the Senior Gaming Analyst provides operational leadership, technical expertise, and regulatory oversight for gaming…
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Analytics Engineer, Network Intelligence
Xplore Inc.
Canada
Full-time
As an Analytics Engineer for Network Intelligence on Data & AI team, you will bridge the gap between Xplore's raw network and operational data and the dashboards, KPIs, and self-serve…
Added 2 hours ago
Senior Manager, Electronic Payment Processing, GTB Payment Operations - Toronto
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Toronto, ON
The incumbent will work closely with the Director - GTB Payment Operations in the identification, initiation, research and development of process solutions with the intent of improving…
Added 2 hours ago
Civil Engineering Technician
Ressources humaines - Port Québec
Quebec, QC
Reporting to the Director, Infrastructure Planning and Services, the Civil Engineering Technician contributes to the management and monitoring of port infrastructure through site…
Added 2 hours ago
Lead, AI/Machine Learning Engineer
Urban Ridge Supplies
Toronto, ON
Full-time
Reporting to the Associate Director, AI and ML, this role is hands-on across the full AI delivery lifecycle - from rapid prototyping and proof-of-concept development through to…
Added 2 hours ago
LLM Engineer
Urban Ridge Supplies
Markham, ON
Full-time
Engineering Group, Engineering Group > Machine Learning Engineering
Added 4 hours ago
Géologue en structure principal-FR
Agnico Eagle Mines Limited
Toronto, ON
Internship
Reporting to the Director, Geoscience, you will provide company-wide technical and scientific leadership in structural geology. You will support exploration, operations, orebody knowledge,…
Added 5 hours ago
Senior DevOps Integrator
National Bank of Canada
Montreal, QC
Full-time
Within the Software Engineering sector, you are part of a team of approximately a dozen colleagues and report to the Senior Director. The team’s mission is to design, maintain, and evolve…
Added 6 hours ago
Director of Engineering
TAIRC
ON · Regional Municipality of York, ON
Volunteer
The Director of Engineering oversees all technical teams and ensures that research prototypes become robust, scalable platforms.
Added 6 hours ago
Senior Corporate Geologist
Centerra Gold Inc.
Toronto, ON
Full-time
Reporting to the Director of Geology, the position of Senior Corporate Geologist is responsible for working on multiple projects, ranging from development and operation projects. This…
Added 9 hours ago
Member of Technical Staff 3- DataHub
Nutanix Indonesia
Vancouver, BC
$132,000 to $198,000 CAD / year
Full-time
Core Engineering Concepts: Solid foundation in data structures, enterprise-grade security standards, and Git-based version control.
Added 9 hours ago
Software Chief Engineer
Kepler Communications Inc.
Canada
Full-time
Our mission is to provide real-time on-orbit connectivity for critical missions, enabling a new era of data-driven intelligence and innovation. With 33 satellites launched to date, Kepler…
Added 9 hours ago
BIM Director
BPA
Montreal, QC
Full-time
Shape the Future of Digital Engineering at BPA
Added 9 hours ago
Senior AI/ML Applications Architect
GE Vernova
Markham, ON
Full-time
The role reports directly to the Director of Data Analytics and AI Solutions in the Grid Automation CTO organization and will collaborate closely with Grid Automation (GA) product lines,…
Added 10 hours ago
Canada Impact+ Emerging Leader in Translational Quantitative Biomedical Imaging
The University of British Columbia
Vancouver, BC
$145,000 to $175,000 CAD / year
Full-time
…the Faculties of Medicine and Science, School of Biomedical Engineering, and Departments of Physics and Chemistry, are anticipated. Canada Impact+ Emerging Leaders are six-year positions…
Added 11 hours ago
DAM Engineering Specialist
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON
The Data Access Engineering Specialist, Data Access Management will work closely with the Director of Data Access Management and other members of the team to support the technical…
Added 12 hours ago
AI-Native Engineering Solutions Sales Specialist
Cognizant
Toronto, ON
$150,000 to $165,000 CAD / year
Full-time
As a AI-Native Engineering Solutions Sales Specialist you will make an impact by accelerating growth across our Software Engineering Group (SEG) portfolio and helping clients unlock…
Added 13 hours ago
Développeur.se sénior.e des données d’apprentissage automatique / Senior ML Data Developer
Electronic Arts (EA)
Vancouver, BC
Full-time
12+ years of experience in data engineering, machine learning infrastructure, or applied machine learning, including ownership of large-scale data systems.
Added 13 hours ago
Développeur.se de logiciels sénior.e - Plate-forme de capture multimodale / Senior Software Developer - Multimodal Capture Platform
Electronic Arts (EA)
Vancouver, BC
Full-time
…of a shared platform for capturing synchronized, multimodal data from EA game engines. You will create the reusable systems that allow title teams and researchers to collect rendering,…

Worley

Major Incident Manager

Toronto, ON, Canada

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

Apply About employer

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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.

Apply 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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