Senior Incident Management Lead – Critical IT Ops

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

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