Incident Management Lead

Altis Technology; Toronto; Hybrid; CAD 110,000 - 150,000; Full time

Benefits offered by this job

Flexible hybrid environment

Comprehensive benefits

Wellness support

Retirement savings program

Performance-based incentives

Job summary

Altis Technology is seeking an experienced Incident Management Lead to take command during major incidents within a 24/7 financial tech environment. You’ll structure quick decision-making, coordinate incident responders, and oversee communications to executives and business teams.

You will report to a Process and Operational Excellence leader and collaborate with technology, product, risk, and operations colleagues.

Qualifications

• Senior-level incident management leadership experience.
• Strong knowledge of ITIL/ITSM within financial tech/payments.
• Proven ability to transform incident management processes.

Responsibilities

• Command major incidents and mobilize technical experts and communications teams.
• Lead technical resolver teams and review emergency changes.
• Drive timely incident communications to executives and business audiences.
• Continuously improve Incident Management processes, metrics and documentation.
• Conduct post-incident reviews and partner with risk, ops, product and tech teams.
• Mentor team members in communication, decision-making and incident reporting.

Skills

Incident Management leadership

ITIL/ITSM

Process improvement

English communication

Decision-making

Tech stack knowledge

24/7 operations

Stakeholder collaboration

Job description

Location: Toronto, ON, Hybrid

Language: English, excellent written and spoken communication required

Background Check Requirement: Canadian Criminal Credit Check, Canadian ID Cross-Check, Public Safety Verification, 5-year Employment Verification, Education Verification, Credit Check and Social Media Check

About the Opportunity

Were looking for an experienced Incident Management Lead to join a leading organization in the financial technology and payments sector. In this highly visible role, youll take command during major incidents, bringing structure, sound decision-making and clear communication to complex, time-sensitive situations.

Reporting to a Process and Operational Excellence leader, youll collaborate with technology specialists, product teams, communications partners, risk teams and senior stakeholders. Your leadership will help protect critical services while strengthening incident management practices across a complex, 24/7 environment.

Whats In It for You

Join an innovative, purpose-driven workplace that values collaboration, inclusion and continuous improvement. Youll have the opportunity to influence enterprise-wide processes, mentor colleagues and work alongside experienced professionals while enjoying a flexible hybrid environment, comprehensive benefits, wellness support, retirement savings programs and performance-based incentives.

Your Responsibilities

• Youll command major incidents, mobilizing technical experts, incident managers and communications teams to restore services quickly and minimize risk.


• Youll lead technical resolver teams, provide decisive direction and review emergency changes within established processes.


• Youll drive timely, accurate internal and external incident communications, translating complex technical issues for executive and business audiences.


• Youll continuously improve Incident Management processes, reporting, metrics, documentation and compliance.


• Youll conduct post-incident reviews and partner with Problem Management, operations, technology, product and risk teams on improvements.


• Youll mentor team members in communication, decision-making and insightful incident reporting.

Skills and Qualifications

• Proven senior-level Incident Management leadership experience, with recognized expertise managing major incidents.


• Strong knowledge of ITIL, ITSM, financial services, payments and emergency management protocols.


• Demonstrated success developing, transforming and continuously improving Incident Management processes.


• Excellent written and verbal English communication skills, with the ability to bridge technical and business audiences.


• Strong critical thinking, decision-making and problem-solving skills under pressure.


• Technical understanding of platforms, data and applications, with the ability to quickly learn complex technology environments.


• Experience supporting complex 24/7 operations and collaborating effectively with internal and external stakeholders.

Note from the Hiring Manager

Were looking for someone who can bring calm, clarity and leadership to high-pressure situations. Youll be trusted to make sound decisions, communicate effectively across technical and business teams, and help us continuously strengthen how we manage major incidents.

All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities.