Hybrid Incident Command Lead – Major Incident Response

Interac Corp.; Toronto; Hybrid; CAD 125,000 - 155,000; Full time

Benefits offered by this job

Vacation and wellness days

Employer-paid benefits

RRSP program

Hybrid work model

Employee assistance program

Parental leave top-up

Charitable donation matching

Job summary

Interac Corp. is seeking a Senior Incident Management Lead to drive rapid resolution of major incidents across Interac products and platforms. You will coordinate incident resources, ensure compliant, timely communications, and mentor the Incident Management team in a 24/7 environment.

You will report to the Leader, Process & Operational Excellence, guiding incident resolution with technical SMEs, communications teams, and risk partners to continuously improve processes and reporting.

Qualifications

• Senior incident management lead with ITIL/ITSM experience.
• Strong leadership and decision-making to gain stakeholder confidence.
• Excellent verbal and written communication bridging technical and business needs.
• Proven track record in transforming incident management processes.
• Ability to think critically and solve problems under pressure.
• Familiarity with ITIL/ITSM in financial services and emergency management.

Responsibilities

• Lead Major Incident Response with cross-functional resources and communications.
• Act as Incident Resolution lead guiding technical resolver teams for fast, compliant resolutions.
• Ensure timely, high-quality internal and external major incident notifications (MINT).
• Oversee customer updates bridge and coordinate with Corporate Communications, Product, and teams.

Skills

Senior incident management lead

ITIL/ITSM

Leadership

Communication skills

Problem solving

Stakeholder management

Adaptability

Job description

Interac Corp. is seeking a Senior Incident Management Lead to drive rapid resolution of major incidents across Interac products and platforms. You will coordinate incident resources, ensure compliant, timely communications, and mentor the Incident Management team in a 24/7 environment.

You will report to the Leader, Process & Operational Excellence, guiding incident resolution with technical SMEs, communications teams, and risk partners to continuously improve processes and reporting.