Toronto, Ontario M5V 3L9 Posted September 23rd, 2026

Job Type: Full Time

Job Category: IT

Job Description

Incident Manager

Job Type: Full Time
Location: Toronto, ON
Work Model: Onsite / 4 Days

Primary Skills: Incident & ITIL Service Management, Microsoft/.NET Application Support, Banking Domain

Job Description

We are seeking an experienced Incident Manager with a strong background in application support, service management, and banking technology environments. The role will take ownership of critical incidents, coordinate resolution activities, drive service improvements, and ensure high-quality production support and service delivery.

Must Have Skills & Qualifications

- 15+ years of experience in application support across Microsoft technology stacks, including Windows and .NET.
- Strong understanding of IT systems and infrastructure.
- Proven experience working within the banking industry.
- Deep understanding of service management principles, ITIL frameworks, and service delivery best practices.
- Strong knowledge of incident, problem, change, and service level management.
- Excellent interpersonal and communication skills with the ability to build robust client and stakeholder relationships.
- Strong project management skills, including resource planning, coordination, timelines, and deliverables.
- Strong analytical and problem-solving capabilities with the ability to identify issues and recommend effective solutions.
- Continuous improvement mindset with the ability to identify process gaps and implement service enhancements.

Good to Have Skills

- Experience in Commercial Banking, including Payments and Capital Markets.
- Experience supporting mission-critical financial applications.




- Knowledge of production support and service delivery processes.

Roles & Responsibilities

- Maintain high performance levels for service-related processes and implement improvement initiatives where required.
- Take ownership of critical incidents, coordinate resolution teams, and maintain effective stakeholder communication.
- Lead post-incident reviews and drive root cause and continuous improvement activities.
- Ensure systems, procedures, and methodologies are established to support outstanding service delivery.
- Take accountability for service delivery performance and customer expectations.
- Support future demand planning and service improvement initiatives.
- Provide production support for application issues and queries.
- Research and analyze business and system requirements and evaluate alternative technology solutions.
- Coordinate with technical teams, business stakeholders, vendors, and other resolution parties.
- Provide rotational after-hours/on-call application support as required.
- Monitor service performance and proactively identify opportunities to improve reliability and efficiency.

Core Competencies

- Incident & Service Management
- ITIL Best Practices
- Critical Incident Coordination
- Problem Solving & Root Cause Analysis
- Stakeholder & Client Management
- Continuous Service Improvement
- Production/Application Support
- Banking Technology

Job Details

- Job Type: Full Time
- Location: Toronto, ON
- Work Model: Onsite / 4 Days

Required Skills

AWS Application Engineer Axiom Developer Change Manager Cloud Developer DevOps Engineer Full Stack Developer Graphic Design Consultant Matillion ELT Developer Mobile Architect Salesforce Commerce Cloud Consultant Web Development & Analytics Consultant

📌 Incident Manager (Canada)
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