Incident Management Lead / Responsable de la gestion des incidents

International Business Machines Corporation; Markham; On-site; GBP 64,000 - 95,000; Full time

Job summary

IBM Consulting is recruiting an Incident Management Leader to provide end-to-end leadership for IBM’s incident function supporting a large payroll environment. You will lead the Incident Management team, ensure rapid escalation, decisive actions, and clear executive communications for high-urgency incidents.

You will drive strong governance, post-incident reviews, and continuous improvement across IT and business stakeholders, while coaching team members toward consistent excellence and

Qualifications

• 8–10 years of experience in Incident Management, including leadership of high-urgency incidents in enterprise environments.
• Experience leading Incident Management teams and coordinating cross-functional technical and operational teams.
• Strong incident command, escalation, service restoration, readiness and post-incident reviews.
• Clear, concise executive and client communications during high-pressure situations.
• Ability to drive accountability across multiple teams and remain calm under pressure.
• Experience across application, infrastructure, database, operations, and service management.
• ITIL knowledge; ITIL certification is a plus, and GoC security clearance eligibility.

Responsibilities

• Lead end-to-end management of high-urgency production incidents with clear ownership and rapid coordination.
• Provide leadership to the Incident Management team, improving incident command and operational discipline.
• Maintain situational awareness during active incidents with clear status, risks, and decisions.
• Coordinate across multiple delivery teams to drive incident response and recovery.
• Lead incident bridges and executive escalations with appropriate stakeholders.
• Deliver concise, executive-ready communications on impact, status, risks, and recovery plans.
• Strengthen escalation processes and incident governance; ensure rigorous documentation and post-incident reviews.
• Identify recurring themes and drive improvements in processes and operational readiness.
• Track performance via KPIs and foster continuous improvement; mentor team members.

Skills

Incident management

Executive communications

Cross-functional leadership

ITIL principles

Stakeholder management

Decision making

Calm under pressure

Education

Bachelor's Degree

Job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

As the Incident Management Leader, you will provide end-to-end leadership for IBM’s Incident Management function supporting a large-scale, business-critical Government of Canada payroll environment. You will lead the IBM Incident Management team and ensure high-urgency incidents are managed with clear ownership, disciplined escalation, timely decision-making, strong cross-functional coordination, and effective executive and client communication.

Key Responsibilities Include

• Lead end-to-end management of high-urgency production incidents, ensuring rapid coordination, clear accountability, effective escalation, and timely resolution.
• Provide leadership and direction to the IBM Incident Management team, strengthening incident command practices, operational discipline, consistency, and team performance.
• Establish and maintain strong situational awareness during active incidents, ensuring business impact, technical status, risks, decisions, actions, and dependencies are clearly understood.
• Coordinate across application, payroll operations, infrastructure, database, architecture, change/release, and other delivery teams to drive effective incident response and recovery.
• Lead incident bridges and executive escalations, ensuring the right technical and business stakeholders are engaged at the right time.
• Provide concise, executive-ready communications to IBM and client leadership, clearly articulating impact, current status, risks, actions underway, decisions required, and path to resolution.
• Strengthen escalation processes, Duty Management practices, incident roles and responsibilities, and operational readiness for high-urgency events.
• Ensure rigorous incident documentation, timelines, decision records, follow-up actions, and post-incident reviews are completed to a high standard.
• Identify recurring themes and opportunities to improve incident management processes, controls, operational readiness, reporting, and response effectiveness.
• Track incident management performance through meaningful measures and KPIs and use insights to drive continuous improvement.
• Build strong relationships across IBM delivery teams and client stakeholders and provide calm, decisive leadership during high-pressure situations.
• Coach and develop Incident Management team members while reinforcing accountability, quality, and consistent execution.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• 8–10 years of experience in Incident Management, including leadership of high-urgency incidents in complex, enterprise-scale production environments.
• Demonstrated experience leading Incident Management teams and coordinating cross-functional technical and operational teams during critical service events.
• Strong experience with incident command, escalation management, service restoration, operational readiness, and post-incident review.
• Proven ability to provide clear, concise executive and client communications during high-pressure situations, including communicating business impact, risk, status, decisions, and recovery plans.
• Strong leadership presence with the ability to remain calm under pressure, make sound decisions quickly, and drive accountability across multiple teams.
• Experience working across application, infrastructure, database, operations, change/release, architecture, and service management functions.
• Strong understanding of ITIL Incident Management principles and practices; ITIL certification is an asset.
• Demonstrated ability to identify systemic incident trends and translate lessons learned into process, control, readiness, and operational improvements.
• Excellent stakeholder management, facilitation, written communication, and executive presentation skills.
• Must hold, or be eligible to obtain and maintain, the required Government of Canada security clearance.

Preferred Technical And Professional Experience

• Experience supporting large-scale, business-critical enterprise environments.
• Experience working with Government of Canada clients or technology environments.
• Experience in payroll, HR, financial, or other transaction-intensive systems.
• ITIL certification or advanced knowledge of Incident Management and IT Service Management practices.
• Experience improving incident management processes, escalation models, operational readiness, and governance.
• Experience supporting senior client and executive stakeholders during critical incidents.