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 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

Job Tags

Full time

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