Senior Incident Manager / Major Incident Manager to lead the end-to-end Incident Management

Role Overview

Our public sector client is seeking an experienced Senior Incident Manager / Major Incident Manager to lead the end-to-end Incident Management function within a large, complex and business-critical enterprise environment.

The successful candidate will provide leadership and command during high-priority and high-urgency incidents, coordinating technical teams, vendors, business stakeholders and senior leadership to restore services as quickly as possible. This individual must be comfortable making decisions and driving action in high-pressure environments while providing clear and timely executive-level communications.

Work Mode : Remote – Canada

Duration: 6 months

Security Clearance: Reliability Status

Key Responsibilities

• Lead the end-to-end Incident Management process for a large, complex and business-critical enterprise environment.
• Take command of major and high-severity incidents, ensuring the appropriate technical, business and vendor teams are engaged immediately.
• Establish clear incident ownership, priorities, decision points, escalation paths and recovery plans.
• Lead and facilitate complex incident bridges / war rooms involving application, infrastructure, database, middleware, network, security and vendor teams.
• Drive technical and business teams toward rapid service restoration while maintaining clear accountability for actions and timelines.
• Assess business impact, operational risk and service implications throughout the incident lifecycle.
• Provide clear, concise and timely communications to senior leadership and executive stakeholders.
• Translate complex technical issues into understandable business impact, risks, actions, status and next steps.
• Maintain accurate incident timelines, decisions, actions and escalation records.
• Conduct and facilitate post-incident reviews, including root-cause discussions, lessons learned and identification of corrective actions.
• Track corrective and preventive actions through completion and identify opportunities for continuous service improvement.
• Work within established SLAs, operational governance frameworks and executive reporting requirements.
• Collaborate effectively across application and infrastructure organizations in a complex multi-vendor environment.

Mandatory Requirements

• 8–10+ years of dedicated Incident Management experience.
• Significant experience leading high-urgency / major incidents within large and complex enterprise environments.
• Demonstrated experience managing incidents involving high-availability, business-critical systems with significant operational and stakeholder impact.
• Strong experience leading complex incident bridges involving multiple technical teams, vendors and senior stakeholders.
• Proven ability to take command during critical situations and drive multiple teams toward resolution.
• Experience conducting post-incident reviews and driving corrective actions and continuous improvement.
• Excellent executive communication and stakeholder-management skills.
• Ability to communicate complex technical incidents in clear business terms.
• Bilingual in English and French.
• Must be a resident of Canada and eligible to obtain and maintain a minimum Government of Canada Reliability Status security clearance.

Nice-to-Have Qualifications

• Experience supporting Oracle PeopleSoft, preferably within a large-scale payroll, ERP or similarly complex transactional environment.
• Experience supporting large government, financial services, payroll or other highly regulated and operationally critical systems.
• ITIL Service Management certification, preferably ITIL 4.
• Bilingual - English and French
• Experience operating within environments governed by formal SLAs, operational governance and executive reporting.
• Experience working across both application and infrastructure service organizations.
• Strong experience working within multi-vendor enterprise environments.

Ideal Candidate

The ideal candidate is a seasoned Major Incident Manager who remains composed under pressure and can quickly establish control during critical incidents. They will have extensive experience coordinating large, multidisciplinary technical teams, managing senior stakeholders and vendors, and driving incidents through restoration and post-incident improvement.

Experience supporting PeopleSoft, payroll or other mission-critical government systems would be a strong asset.