Incident Management Lead / Responsable de la gestion des incidents

International Business Machines Corporation

Boston (MA)

Hybrid

USD 100,000 - 120,000

Full time

3 days ago

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Job summary

IBM Consulting seeks an Incident Management Leader to provide end-to-end leadership for its Incident Management function within a large-scale government payroll environment. You will drive incident response, executive communications, and cross-functional coordination across multiple teams to ensure rapid resolution and ongoing operational readiness.

You will lead a team, establish situational awareness, and communicate impact and decisions clearly to executives and clients, while improving

Qualifications

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.

Responsibilities

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.

Skills

Incident Management

Leadership

Executive communications

Stakeholder management

Cross-functional coordination

ITIL

Education

Technical Diploma

Bachelor's Degree

Job description

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.

Required education

Technical Diploma

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.

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

Must have the ability to work in Canada without sponsorship.

This role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Syria, and the Crimea, Luhansk, Donetsk, Kherson, and Zaporizhia regions of Ukraine) on a work permit, you are not eligible for employment in this position.

The salary range for the position is based on a full-time schedule. Your ultimate salary within this range may vary depending on your job-related skills and experience for this position.

Job Title

Incident Management Lead

Job ID

136421

City / Township / Village

State / Province

Country

Canada

Work arrangement

Hybrid

Area of work

Project Management