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Added 1 min ago
Sr. Business Development Manager, Protection, Automation & Grid Digitalization
Siemens
Oakville, ON
Full-time
The Senior Business Development Lead will drive strategic growth initiatives for Protection, Automation, Digital Grid, and Smart Infrastructure solutions across Western Canada.
Added 1 min ago
Sr. Business Development Manager, Protection, Automation & Grid Digitalization
Siemens
Richmond, BC
Full-time
The Senior Business Development Lead will drive strategic growth initiatives for Protection, Automation, Digital Grid, and Smart Infrastructure solutions across Western Canada.
Added 1 min ago
Sr. Business Development Manager, Protection, Automation & Grid Digitalization
Siemens
Vancouver, BC
Full-time
The Senior Business Development Lead will drive strategic growth initiatives for Protection, Automation, Digital Grid, and Smart Infrastructure solutions across Western Canada.
Added 1 min ago
Lead Electrical Engineer
Worley
Vancouver, BC
Full-time
…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…
Added 3 mins ago
Vice President, Corporate Controller
Munich Re
Toronto, ON
HSB Canada, part of Munich Re, is Canada's premier engineering-driven specialty insurer and provider of inspection, engineering and technology services that set the standard for excellence…
Added 3 mins ago
Lead Test Engineer
Genesys
Toronto, ON · ON · AB · BC
Full-time
Drive alignment across Product, Engineering, and UX to embed quality into design decisions and delivery workflows
Added 3 mins ago
QUALITY ENGINEER
Magna International
Concord, ON
Full-time
Cosma provides a comprehensive range of body, chassis and engineering solutions to global customers. Through our robust product engineering, outstanding tooling capabilities and diverse…
Added 16 mins ago
Sr. Business Development Manager, Protection, Automation & Grid Digitalization
Siemens
Calgary, AB
Full-time
The Senior Business Development Lead will drive strategic growth initiatives for Protection, Automation, Digital Grid, and Smart Infrastructure solutions across Western Canada.
Added 18 mins ago
Project Manager, Sales Enablement & Executive Customer Engagement
Husky Technologies
Bolton, ON
Full-time
At Husky TechnologiesTM, our success is based on your success. Our ability to keep our customers in the lead is based on building the strongest team possible.
Added 18 mins ago
Lead Electrical Engineer
Worley
Calgary, AB
Full-time
…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…
Added 18 mins ago
Lead Electrical Engineer
Worley
AB · Edmonton, AB
Full-time
…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…
Added 18 mins ago
SDET Lead
Iris Software Inc.
Toronto, ON
Contract
Iris's Fortune 100 direct client is looking for a Lead SDET in Toronto, ON. Please find the job description below:
Added 18 mins ago
Major Incident Manager
Worley
Vancouver, BC
Full-time
…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…
Added 18 mins ago
Major Incident Manager
Worley
Toronto, ON
Full-time
…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…
Added 18 mins ago
Major Incident Manager
Worley
Calgary, AB
Full-time
…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…
Added 18 mins ago
Java Backend Developer
Aarorn Technologies Inc
Toronto, ON
$50 CAD / hour
Contract
Lead code reviews, establish engineering standards, and mentor junior engineers
Added 18 mins ago
Senior Android Developer
MapsPeople
Toronto, ON
Full-time
…technical initiatives, mentoring developers, and influencing engineering direction while remaining actively involved in architecture, coding, code reviews, and SDK…
Added 18 mins ago
Principal Engineer, Software Engineering / AI Engineer
Quantum Technology Recruiting Inc. (QTR)
Toronto, ON
$285,000 to $325,000 USD / year
Full-time
- Lead 4 full-stack engineering teams with 20+ engineers
Added 19 mins ago
Lab Technician II - HVAC
Napoleon
Barrie, ON
Full-time
Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a…
Added 19 mins ago
Senior/Staff Security Developer
Taiv
Winnipeg, MB
Full-time
Lead the technical response when partners or auditors ask how we secure their data.
Added 19 mins ago
Senior Product Designer, Data
Braze
Toronto, ON
Design experiences that allow marketers to implement cross-channel, digital experiences and quickly launch their customer engagement strategies without needing heavy engineering lift
Added 19 mins ago
Senior Product Designer, Data
Braze
Vancouver, BC
Design experiences that allow marketers to implement cross-channel, digital experiences and quickly launch their customer engagement strategies without needing heavy engineering lift
Added 19 mins ago
Director, Site Reliability Engineering
DuckDuckGo
Remote, Canada
$243,800 USD / year
Full-time · Remote
As Director, Site Reliability Engineering, you'll dive deep into complex operational challenges, including software, systems, automation, and process analysis. We are looking for candidates…
Added 19 mins ago
Senior Project Manager
VML
Toronto, ON
…a strong foundation in CRM and Customer Experience (CX) to lead the end-to-end delivery of high-impact, enterprise-scale initiatives. In this role, you will serve as the connective tissue…
Added 19 mins ago
Senior Project Manager
VML Canada (English)
Toronto, ON
…a strong foundation in CRM and Customer Experience (CX) to lead the end-to-end delivery of high-impact, enterprise-scale initiatives. In this role, you will serve as the connective tissue…

Worley

Major Incident Manager

Vancouver, BC, 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 third-party vendor accountability. They will lead international teams, oversee ServiceNow workflows, 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 ITIL certification are required, along with proficiency in ServiceNow and experience managing complex vendor relationships.

Skills

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

Benefits

Paid Time Off
401k
Medical Insurance
Vision Insurance
Dental Insurance

Visa sponsorship

Not detected in the job text

Keywords

Major Incident Manager
ITIL 4
ServiceNow
MSP
Vendor Management
Cloud Platforms
AWS
Microsoft Azure
Google Cloud
CMDB
Incident Management
SLA
MTTR
AIOps
Enterprise IT
Infrastructure
Crisis Management
Operational Performance
Digital Transformation
PIR
Configuration Items
ITIL v5
Managing Professional
Strategic Leader
Global Governance

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