Lead Incident Manager

OpenText; Waterloo; On-site; CAD 100,000 - 130,000; Full time

Job summary

OpenText seeks a Lead Incident Manager to oversee major incidents and ensure effective service restoration. This role requires over 10 years of IT experience and strong leadership in high-stakes environments. The successful candidate will drive improvements in service operations while supporting team development. Join OpenText and help shape the future of information management.

Qualifications

• 10+ years in IT infrastructure, software, or operations.
• Proven experience in leading service restoration in high-visibility environments.
• ITIL 4 Foundation certification is an asset.

Responsibilities

• Lead major incidents and ensure quick restoration of services.
• Communicate effectively with all levels, including executives.
• Coach and oversee the performance of other Incident Managers.

Skills

IT Service Management (ITSM)

Incident Management

Communication

High-pressure decision making

Collaboration

Education

Bachelor’s degree in IT-related field

Tools

HP Service Manager

UCMDB

Job description

OPENTEXT

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent AI can't replace to help us shape the future of information management. Join us.

THE OPPORTUNITY:

As a Lead Incident Manager, you’ll take charge when service-impacting issues arise—leading the effort to resolve major incidents and restore systems quickly and effectively. You'll guide cross-functional teams through urgent troubleshooting, drive clear communication, and ensure the business stays up and running.

Beyond active incident management, you’ll also help coach and guide a global team of Incident Managers, maintain 24x7x365 team coverage, and support process improvements that raise the bar for service operations at OpenText.

WHAT YOU WILL BE DOING:

Incident Leadership (85–90%)

• Take command of major incidents and guide teams through service restoration.
• Communicate incident status clearly and confidently to all levels—including executives.
• Use tools like HP Service Manager and UCMDB to track, document, and support root cause analysis.
• Keep everyone calm, focused, and aligned during high-pressure situations.

Team Oversight & Process Improvement (10–15%)

• Support and coach other Incident Managers during and after critical events.
• Maintain on-call coverage and manage team schedules.
• Partner with leaders to improve processes and promote a culture of IT service excellence.
• Help with training, onboarding, and performance evaluations.

WHAT IT TAKES TO BE SUCCESSFUL:

• 10+ years in IT (infrastructure, software, or operations).
• Bachelor’s degree in an IT-related field or equivalent experience.
• Proven experience leading service restoration efforts in a global, high-visibility environment.
• Strong understanding of IT Service Management (ITSM), particularly incident, problem, and change management.
• ITIL 4 Foundation certification is an asset.
• Ability to lead teams under pressure and make timely, informed decisions.
• Excellent communication skills—confident and clear in high-stakes scenarios.
• Strong collaboration skills and experience guiding junior team members.
• Ability to remain calm and focused in fast-paced, critical situations.
• A passion for continuous improvement and delivering exceptional service.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [e-mail]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.