Senior Major Incident Commander

Interac Corp.; Toronto; Hybrid; CAD 125,000 - 155,000; Full time

Benefits offered by this job

Vacation & wellness days

Employer-paid benefits

RRSP program

Flexible hybrid work model

Employee assistance program

Parental leave top-up

Charitable donation matching

Job summary

Interac Corp. is seeking a Lead in Incident Management to oversee major incident responses and drive continuous improvement across Interac products and platforms.

You will coordinate incident resolution, communications, and post-incident reviews while mentoring the team and ensuring compliance with ITIL/ITSM practices. The role requires strong leadership, exceptional communication skills, and the ability to operate in a fast-paced, 7/24 environment.

Qualifications

• Proven success as a senior incident management lead, recognized as an expert in this discipline.
• Strong lateral leadership and decision-making, ability to gain the confidence of stakeholders at all levels.
• Excellent verbal and written communication skills, bridging between technical and business stakeholders.
• Fluency in ITIL, ITSM, Financial Services, Payments, and emergency management protocols.
• Used to working in support of a 7/24 complex environment.

Responsibilities

• Major Incident Response: Engage quickly in all major incidents to ensure the necessary resources are engaged and the necessary communications channels are active.
• Major Incident Command: Act as Incident Resolution lead, providing direction to technical resolver teams for swiftest resolution while aligning with compliance standards.
• Standard Communications: Drive resolver teams to ensure on-time, high-quality Internal and External Major Incident Notifications.
• VIP Communications: Lead customer updates bridge, making updates executive-friendly and technically sufficient.
• Continuous improvement: Lead and collaborate to improve the Incident process, communications, reporting, and compliance.
• Mentoring: Provide guidance and mentorship to other team members.
• Documentation: Develop the Incident Management documentation framework and ensure regular updates.
• Post Incident Review and Improvement: Conduct post-incident reviews and implement improvements.

Skills

Leadership

Communication

Problem-solving

Incident Management

Job description

Interac Corp. is seeking a Lead in Incident Management to oversee major incident responses and drive continuous improvement across Interac products and platforms.

You will coordinate incident resolution, communications, and post-incident reviews while mentoring the team and ensuring compliance with ITIL/ITSM practices. The role requires strong leadership, exceptional communication skills, and the ability to operate in a fast-paced, 7/24 environment.