Incident Management, Lead

Interac Corp.•Toronto, ON

9d•Hybrid

About The Position

At Interac, we protect transactions and Canadians, driving trust, security, and inclusion in the digital economy. Founded in 1984, Interac connects Canadians through secure digital payments, advanced identity verification, and industry-leading fraud protection, facilitating over 20 million transactions daily. The Incident Management, Lead role will report to the Leader, Process & Operational Excellence. This Major Incident Commander (Lead, Incident Management) is responsible for leading, coordinating, and continuously improving the Incident Management process, particularly the rapid resolution of major incidents across all Interac Products and Platforms. The role also involves guiding the Incident Management team to deliver high quality incident management with continuous improvement, effective internal and external incident communications (verbal and written), insightful and efficient reporting, and other related accountabilities.

Requirements

Proven success as a senior incident management lead, recognized as an expert in this discipline.
Strong lateral leadership and decision-making, ability to gain the confidence of stakeholders at all levels.
Excellent verbal and written communication skills, particularly bridging between technical and business stakeholders, and the ability to quickly distill complex situations into simpler terms.
Proven success developing, changing, or transforming Incident Management processes.
Recognized expert ability to think critically and solve problems under pressure.
Fluency in concepts spanning ITIL, ITSM, Financial Services, Payments, and emergency management protocols.
Demonstrated flexibility and adaptability to changing situations and priorities.
Sufficient technical knowledge and technology learning capability to understand the high level structure of the platforms, data, and applications that comprise Interac products.
Skilled at working with internal and external organizations.
Used to working in support of a 7/24 complex environment.
Eligibility to work for Interac Corp. in Canada in a full-time capacity.

Nice To Haves

Success in other ITIL/ITSM functions as well is desirable.

Responsibilities

Engage quickly in all major incidents to ensure the necessary resources (including incident managers, technology SMEs, communication teams) are engaged and the necessary communications channels (Incident Notifications, Technical Resolution Bridge, Customer Updates Bridge) are active and staffed with knowledgeable resources.
Oversee all incident-related operations, including emergency response and recovery activities.
Act as Incident Resolution lead, providing direction to technical resolver teams to ensure swiftest resolution of service while ensuring all steps taken align with compliance standards and best practices to accomplish quickest possible resolution while minimizing risk.
Review and approve necessary emergency changes within approved process.
Drive resolver teams to ensure that standard communications such as Internal and External Major Incident Notifications (MINT) are on time and high quality.
Lead customer updates bridge, sharing information from another Incident Commander who is leading the technical resolution bridge.
Frame updates to be both executive-friendly and sufficiently technical to meet Participant needs.
Collaborate with Corporate Communications, Product, and other teams to ensure external communications can be effective and accurate.
Lead and collaborate with peers and other stakeholders to continuously improve the Incident process, communications, reporting, and compliance efficiently.
Measure process effectiveness through relevant metrics.
Provide guidance and mentorship to other team members, modeling skills such as communication, nuanced decision making, and insightful reporting.
Develop the framework for Incident Management documentation making it easy for stakeholders to find current information, ensure regular updates, ticket notes, timeline and other incident documentation.
Ensure the team maintains and regularly updates Incident Management documentation and keeps it aligned with customer-facing and internal documentation across ITSM teams.
Conduct post-incident reviews and implement improvements for future incidents.
Collaborate closely with the Problem team, operations partners, and technology, product, and risk teams.

Benefits

Generous vacation and wellness days to help you recharge
Comprehensive employer-paid benefits coverage for peace of mind
Market-leading employer-funded RRSP program to invest in your future
Flexible hybrid work model for better work-life balance
Access to a free and confidential 24/7 employee & family assistance program to offer support for you and your immediate family
Pregnancy and parental leave top-up to support growing families
Charitable donation matching with United Way to amplify your impact
Investing in the Future – Help us unlock digital prosperity for all Canadians.
Innovative Thinking – Collaborate on products, practices, and platforms that redefine what’s possible.
Inclusive Culture – Be empowered to bring your whole self to work and realize your full potential.
Inspiring Community – Work in an ecosystem where we lift each other up and rise together.
Intentional Support – Enjoy flexible, supportive offerings that prioritize your total wellness.