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 solid 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 strong 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

📌 Incident Manager (Toronto)
🏢 AceStack
📍 Toronto