Lead major incident response with decisive ITSM leadership and clear communication in a flexible hybrid financial technology environment. Protect critical services across complex operations.

This senior Incident Management Lead role reports to Process and Operational Excellence leadership. You will coordinate technology specialists, product teams, communications partners, risk teams, and senior stakeholders. The mandate includes strengthening enterprise Incident Management practices across a 24/7 setting.

Key Responsibilities:

- Command major incidents and mobilize technical experts and communications teams
- Direct technical resolver teams during urgent service restoration
- Translate complex technical issues for executive and business audiences
- Improve Incident Management processes, metrics,



documentation, and compliance
- Conduct post-incident reviews with Problem Management and risk teams

Requirements:

- At least seven years of senior Incident Management leadership experience
- Recognized expertise managing major incidents
- Strong ITIL, ITSM, payments, and emergency management knowledge
- Excellent written and verbal English communication skills
- Critical thinking and decision-making skills under pressure

Bring major incident command, ITSM expertise, and stakeholder communication skills to strengthen resilient financial technology services.

📌 Senior Major Incident Manager (Toronto)
🏢 Altis
📍 Toronto