Incident management lead

Altis; Toronto; Hybrid; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work

Benefits

Wellness support

Retirement savings

Performance incentives

Job summary

Altis is seeking an experienced Incident Management Lead to join a leading fintech organization in a hybrid Toronto environment. You will command major incidents, coordinate technical resolver teams and communicate clearly with executives to minimize risk and downtime.

You will drive process improvements across incident handling, performance metrics and documentation, while mentoring staff and collaborating with risk, product, and operations teams in a fast-paced 24/7 setting.

Qualifications

• Significant senior-level incident management leadership experience (7+ years).
• Strong knowledge of ITIL/ITSM practices and payments/finance environments.
• Excellent written and verbal English communication; ability to bridge technical and business audiences.

Responsibilities

• Command major incidents and mobilize technical experts to restore services quickly.
• Lead resolver teams and review emergency changes within established processes.
• Drive timely incident communications to executives and business units.
• Continuously improve incident management processes, metrics, and documentation.
• Conduct post-incident reviews and partner with Problem Management and risk teams on improvements.
• Mentor team members in communication, decision-making and incident reporting.

Skills

Incident leadership

ITIL/ITSM

English communication

Decision making

Mentoring

Technical familiarity

24/7 operations

Job description

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

We’re looking for an experienced Incident Management Lead to join a leading organization in the financial technology and payments sector. In this highly visible role, you’ll 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, you’ll 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.

What’s In It for You

Join an innovative, purpose-driven workplace that values collaboration, inclusion and continuous improvement. You’ll 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

• You’ll command major incidents, mobilizing technical experts, incident managers and communications teams to restore services quickly and minimize risk.
• You’ll lead technical resolver teams, provide decisive direction and review emergency changes within established processes.
• You’ll drive timely, accurate internal and external incident communications, translating complex technical issues for executive and business audiences.
• You’ll continuously improve Incident Management processes, reporting, metrics, documentation and compliance.
• You’ll conduct post-incident reviews and partner with Problem Management, operations, technology, product and risk teams on improvements.
• You’ll mentor team members in communication, decision-making and insightful incident reporting.

Skills and Qualifications

• Proven senior-level Incident Management leadership experience at least 7 years , 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.bili

Note from the Hiring Manager

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