Incident & Problem Manager

Dayforce; British Columbia; Remote; CAD 80,000 - 120,000; Full time

Job summary

A leading global human capital management company is seeking an Incident Commander to lead incident responses across technology and cybersecurity domains. This role requires strong leadership and communication skills, with responsibilities including coordinating major incidents and ensuring minimal disruption to services. The ideal candidate will have significant experience in incident management and be able to work effectively under pressure. The position offers remote work flexibility and emphasizes personal and professional growth.

Benefits

Comprehensive wellness initiatives

Excellent time away from work programs

Competitive pay and benefits

Volunteer days

Qualifications

• Minimum of 4 years' experience in IT/technology incident management.
• Strong ability to lead and influence cross-functional teams globally.

Responsibilities

• Lead the incident resolution process from initiation to closure.
• Coordinate and facilitate bridge calls during major incidents.
• Document incidents comprehensively including incident chronologies.

Skills

Leadership

Communication

Incident Management

Education

Bachelor’s degree in computer science

Tools

ServiceNow

PagerDuty

Microsoft Office Suite

SharePoint

Confluence

Jira

Salesforce

Job description

Posted Friday, April 25, 2025 at 4 : 00 AM | Expires Thursday, June 26, 2025 at 3 : 59 AM

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region. Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce. Our brand promise - Makes Work Life Better TM - Reflects our commitment to employees, customers, partners and communities globally.

Location : Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the United States or Canada.

About the opportunity

The Incident Commander at Dayforce is a key member of the Enterprise Risk Management team, responsible for leading the response to major incidents across technology, product, cybersecurity, and privacy domains. This role ensures prompt restoration of services with minimal business impact by facilitating critical communications and resolution processes. With 24 / 7 responsibilities including on-call rotation, bridge call coordination, and executive communications, this position demands a high level of independence, organization, and judgment in high-pressure environments.

What you’ll get to do

• Lead the incident resolution process from initiation to closure, ensuring minimal disruption to services.
• Collaborate globally across functional areas to drive efficient resolution of incidents.
• Coordinate and facilitate bridge calls and communication channels during major incidents.
• Document incidents comprehensively include incident chronologies, stakeholder updates, executive summaries, and post-incident reviews.
• Communicate clearly and effectively with both technical teams and business stakeholders at all levels.
• Follow and enforce standardized processes for incident response, including escalation protocols and stakeholder engagement.
• Participate in after-hours, evening, and weekend incident response and communication efforts as part of an on-call rotation.

Skills and experience we value

• Bachelor’s degree in computer science or related field or equivalent experience
• Minimum of 4 years' experience in IT / technology incident management, including shift-based or on-call work
• Strong ability to lead and influence cross-functional teams globally
• Experience with ITIL v3 or v4 frameworks
• Familiarity with ITSM tools such as ServiceNow and PagerDuty
• Excellent communication skills tailored for both executive and technical audiences
• Ability to document and communicate complex incident details effectively
• Experience handling privacy incidents and cybersecurity investigations
• Advanced proficiency in Microsoft Office Suite, SharePoint, Confluence, Jira, and Salesforce

What would make you really stand out

• Certification in ITIL v3 or v4
• Experience coordinating with Change Advisory Boards (CABs)
• Strong leadership under pressure and decision-making in ambiguous situations
• Capability in process engineering and continuous improvement within IT service management
• Familiarity with vulnerability management best practices

What’s in it for you

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

We encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

About the Salary Ranges

Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and / or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here : https : / / www.dayforce.com / be-aware-of-recruiting-fraud