Application Support Incident Manager

Apex Systems; Toronto; On-site; CAD 90,000 - 110,000; Full time

Benefits offered by this job

On-demand training program

Certification discounts

Comprehensive benefits package

Job summary

Everforth Apex is seeking an experienced Incident Manager for a 6-month contract in Barrie or Scarborough, Ontario. The role provides 24x7 production incident support for a large banking environment and requires leading cross-functional teams to resolve critical outages with minimal business impact.

The ideal candidate will have extensive Major Incident Management experience, a strong technical background, ITIL certification, and proven leadership under pressure.

Qualifications

• Experience in a Major Incident Management role (high-severity incidents, triage, bridge calls)
• Strong technical background and ability to troubleshoot complex systems
• ITIL Certification or equivalent
• Assertive leadership with ability to coordinate multiple teams in real-time
• Strategic thinking and scenario planning for incidents
• Strong written and verbal communication, executive-level updates

Responsibilities

• Lead high-severity incidents, host bridge calls, document timelines, drive to resolution
• Coordinate teams to understand impact, perform forensics, categorize and mitigate incidents
• Ensure clear incident roles and timely status updates to stakeholders
• Drive to resolution with minimal business impact and accountability across teams

Skills

Incident management

Technical background

ITIL Certification

Leadership

Decision making

Cross-team coordination

Communication

Negotiation

Problem analysis

Risk management

Job description

Application Support: Incident Manager Client: Big Five BankTerms: 6-month ContractLocation: Barrie or Scarborough, Ontario.Work Hours: 37.5 Hours/week4 days in the office required.Shiftwork: yes Seeking a skilled Incident Manager responsible for overseeing and coordinating the response to major incidents. This role will provide US regional support for the Global Incident Management function for the Banking Production Services Technologies, delivering 24x7 service for 1800+ Applications. Partners with global team mates to allow for seamless delivery of Incident Management Processes. Drive to Resolution

Business Impacting Incidents:

Incident Coordination:

Manage high-severity incidents by leading triage efforts, hosting bridge calls, documenting timelines and driving to resolution to ensure all business impacting incidents are resolved in a timely manner with minimal business impact

Analysis and Mitigation:

Coordinate the team to understand impacts, perform forensics, categorize, and mitigate incidents, ensuring the right experts are engaged

Communications:

Ensure all personnel know their role during incidents. Keep teams aligned and accountable to timely completion of allocated actions. Ensure regular updates to Business and Technology stakeholders

Required Skills:

• Experience in a Major Incident Management role
• Strong technical background with the ability to understand complex systems and troubleshoot issues
• ITIL Certification
• Assertive with strong leadership skills, quick decision-making abilities, and the capability to coordinate multiple teams and resources in real-time
• Ability to think strategically and plan for different scenarios that could occur during an incident
• Ability to run the room and fearless regarding escalation
• Ability to negotiate
• Excellent written and verbal communication skills and experience with Executive level communications
• Strong sense of accountability and ownership
• Must be proactive, enthusiastic, flexible and results driven with attention to detail
• A team player who must be able to remain calm under pressure, juggle multiple priorities, using initiative to meet deadlines without close supervision
• Capable of working across organizational boundaries in a very demanding, high-output environment
• Experience working in a large enterprise IT Organization
• Experience with triaging mission critical systems failure and resolution
• Trained or experienced in advanced risk management/identification
• Everforth Apex is a world-class IT services company that serves thousands of clients across the globe.
• When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning.
• We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Everforth Apex Benefits Overview:

In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.