Hypercare & Incident Management Consultant

Global Technical Talent; Toronto; Hybrid; CAD 103,000 - 110,000; Part time

Job summary

Global Technical Talent, Inc. in Toronto, hybrid, is seeking a Hypercare & Incident Management Consultant to support a major core banking modernization program. The role focuses on incident management, post-release validation, QA/testing leadership, and cross-functional issue resolution.

The successful candidate will quickly assess production issues, coordinate technical and business teams, drive root-cause analysis, and ensure incidents are resolved with clear ownership and timely communication.

Qualifications

• 7+ years of experience in incident management, QA/testing leadership, production support, or technical delivery.
• Experience coordinating resolution of complex production incidents across multiple technical teams.
• Strong understanding of SDLC, software delivery, testing, release, and production-support processes.
• Hands-on experience with Jira and Confluence.

Responsibilities

• Lead and coordinate incident management and hypercare activities after production releases.
• Establish clear ownership, triage, escalation, and resolution processes.
• Coordinate across engineering, QA, product, operations, infrastructure, architecture, and other teams to resolve incidents.
• Drive post-release validation and testing to confirm fixes and ensure production stability.
• Facilitate incident triage meetings with action plans, owners, timelines, and status updates.
• Maintain documentation and issue tracking through Jira and Confluence.

Skills

Incident management

QA leadership

Stakeholder management

Jira

Confluence

SDLC understanding

Production support

Cross-functional coordination

Tools

Jira

Confluence

Job description

Hypercare & Incident Management Consultant

Location: Toronto, ON

Onsite Flexibility: Hybrid

Contract Details

• Position Type: Contract
• Contract Duration: 12 months
• Pay Rate: C$75.00-C$80.00 / Hour (CAD)

Job Summary

Our client is seeking an experienced Hypercare & Incident Management Consultant to support a major core banking modernization program. This is a senior-level consulting role focused on improving the rigor, coordination, and resolution of production issues following release. The successful candidate will bring strong experience in incident management, post-release validation, QA/testing leadership, and cross-functional issue resolution. The role requires someone who can quickly assess production issues, coordinate the appropriate technical and business teams, drive root-cause analysis, and ensure incidents are resolved efficiently with clear ownership and communication.

Key Responsibilities

• Lead and coordinate incident management and hypercare activities following production releases.
• Establish clear ownership, triage, escalation, and resolution processes for production issues.
• Coordinate across engineering, QA, product, operations, infrastructure, architecture, and other teams to resolve incidents.
• Drive post-release validation and testing to confirm fixes and ensure production stability.
• Facilitate incident triage meetings and maintain clear action plans, owners, timelines, and status updates.
• Ensure production issues are documented, prioritized, and tracked through resolution.
• Support root-cause analysis and ensure appropriate corrective and preventative actions are identified.
• Improve consistency and rigor across hypercare and production-support processes.
• Provide clear communication to senior stakeholders on incident status, business impact, risks, and resolution progress.
• Maintain documentation, issue tracking, and knowledge-sharing through Jira and Confluence.

Required Skills

• Strong background in software testing, QA management, or post-release validation.
• Demonstrated experience coordinating resolution of complex production incidents across multiple technical teams.
• Strong understanding of SDLC, software delivery, testing, release, and production-support processes.
• Experience leading incident triage, escalation, root-cause analysis, and resolution activities.
• Strong stakeholder-management and communication skills.
• Ability to operate effectively in high-pressure production environments and drive accountability across teams.
• Hands-on experience with Jira and Confluence.

Preferred Skills

• Experience supporting large-scale digital platform or core-system transformation programs.
• Experience in financial services, banking, or other regulated environments.
• Familiarity with ITIL incident, problem, and change-management practices.
• Previous consulting or enterprise transformation experience.

Required Experience

• 7 years of experience in incident management, QA/testing leadership, production support, or technical delivery.

About the Client

This client is a digital-first Canadian bank focused on delivering simple, no-fee everyday banking experiences to customers. The organization offers professionals across technology, engineering, QA, and financial services the opportunity to contribute to innovative banking solutions built for modern consumers.

About GTT

GTT is an NMSDC-certified Minority Business Enterprise (MBE) headquartered in Portsmouth, New Hampshire. GTT is a subsidiary of Chenega Corporation, an Alaska-based company and one of the largest Alaska Native-owned corporations. An Inc. 5000 honoree and one of SIA's Best Staffing Firms to Work For, GTT connects professionals with Fortune 500 organizations across IT, engineering, construction, utilities, life sciences, financial services, and healthcare throughout the U.S. and Canada. We're committed to diverse, inclusive workplaces and to placing people in roles where they can do their best work.