Incident Manager

KORT Payments; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading fintech company is seeking an Incident Manager to oversee incident response and problem management across payment platforms. Candidates should have proven experience in high-scale environments and a strong understanding of payment ecosystems. This role offers flexibility with remote work options across Canada and encourages a culture of transparency and continuous improvement.

Benefits

Comprehensive health plans

Flexible work environment

Professional growth opportunities

Dynamic team events

Qualifications

• Proven experience managing incidents in high-scale environments, ideally in fintech.
• Strong understanding of payment ecosystems; experience with security incident response.

Responsibilities

• Lead real-time incident response across payment platforms.
• Facilitate decision-making under pressure with clarity.
• Own the end-to-end problem management process.

Skills

Incident Management

Problem Management

Stakeholder Management

Technical Fluency

Security Incident Response

Job description

Overview

Incident Manager – Fintech Payment Platforms

Welcome to KORT Payments, where innovation meets excellence. We specialize in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze. Our mission is to empower businesses with capabilities in compliance, risk management, and payment processing. Our enterprise-grade platform, coupled with a veteran management team, helps us stay ahead in delivering unparalleled service and satisfaction. As we expand our U.S. market presence, we’re excited to bring proven solutions to new industries while continuing to operate under the KORT Payments banner alongside Merrco, Payfirma, and Barnet.

Location: Toronto or remote within Canada

What You Will Be Doing

As Incident Manager, you are the central force behind operational excellence across our payment platforms. You lead the response when systems falter—whether due to technical failure, security breach, or ecosystem disruption—and ensure that every incident becomes a catalyst for improvement. You quarterback real-time coordination, drive resolution, and embed a culture of uptime, resilience, and customer trust across the organization.

Beyond incident response, you own the incident and problem management lifecycle—ensuring that root causes are addressed, learnings are institutionalized, and corrective actions are driven to completion. You ensure that postmortem insights don’t die on the vine, but are integrated into business workstreams, prioritized in roadmaps, and reflected in top-line OKRs. You also oversee Disaster Recovery and Security Incident Response, and lead tabletop exercises that keep the organization sharp, aligned, and ready to respond under pressure.

As an Incident Manager, you will be responsible for:

• Incident Command & Coordination
  Lead real-time incident response across payment platforms, acting as the single point of coordination.
• Drive triage, root cause analysis, and resolution with urgency and clarity.
• Communicate status, impact, and recovery plans to stakeholders across business and technology.

Cross-Functional Leadership

• Mobilize teams from SRE, engineering, operations, finance, fraud/risk, and customer support.
• Escalate effectively and ensure executive visibility when needed.
• Facilitate decision-making under pressure with clarity and authority.

Security Incident Response

• Act as incident commander for security breaches, fraud escalations, and data integrity threats.
• Partner with InfoSec and Risk teams to ensure containment, investigation, and regulatory compliance.
• Maintain confidentiality and precision in stakeholder communications.

Business Continuity & Disaster Recovery

• Own and evolve DR playbooks for payment platforms and supporting systems.
• Lead periodic tabletop exercises and DR simulations to ensure organizational readiness and cross-functional muscle memory.
• Ensure RTOs and RPOs are met across critical services, both internal and external service providers.

Problem Management & Continuous Improvement

• Own the end-to-end problem management process—ensuring root causes are identified, documented, and resolved.
• Help mature the problem and incident management practice by participating in tooling decisions, implementations and changes.
• Lead blameless postmortems and ensure corrective actions are tracked, integrated into team backlogs, and aligned to OKRs.
• Partner with product, engineering, and business leaders to address systemic issues through roadmap investments and process changes.
• Track recurring patterns and drive cross-functional initiatives to eliminate chronic risks and improve platform resilience.

Culture & Communication

• Foster a culture of transparency, accountability, and learning.
• Evangelize incident readiness and operational excellence across the company.
• Develop playbooks, runbooks, and training to improve incident response maturity.

What We’re Looking For

• Proven experience managing incidents and problem management in high-scale environments—ideally in fintech or payments.
• Strong understanding of payment ecosystems (processors, card schemes, banks, fraud/risk).
• Experience with security incident response and regulatory reporting.
• Familiarity with BC/DR frameworks and cloud-native recovery strategies (AWS preferred).
• Technical fluency in microservices, observability tools, and platform operations.
• Strong stakeholder management and communication skills.
• Strategic mindset with a bias for execution and continuous improvement.

Life at KORT Payments

We pride ourselves on cultivating a culture characterized by customer-centricity, commitment, respect, and agility. Our high-growth environment promotes a supportive and collaborative atmosphere, fostering a growth mindset, intellectual curiosity, entrepreneurial spirit, and teamwork. Our leadership team is experienced and passionate about payments, taking pride in their achievements and the value they bring to the industry.

At KORT Payments, we believe work should be fulfilling and fun. Here’s a glimpse into life with us:

• Culture: Fearlessness, Accountability, Collaboration, Transparency
• Perks and Benefits: Comprehensive health plans, flexible work environment, team events, professional growth, and a dynamic environment.

If you’re excited about joining a vibrant, forward-thinking team and making a tangible impact, we want to hear from you. Send us your application. Please note that only candidates under consideration will be contacted. Let’s make great things happen together at KORT Payments.

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