Incident Management Lead​/Responsable de la gestion des incidents

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success.

You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

As the Incident Management Leader, you will provide end-to-end leadership for IBM’s Incident Management function supporting a large-scale, business-critical Government of Canada payroll environment. You will lead the IBM Incident Management team and ensure high-urgency incidents are managed with clear ownership, disciplined escalation, timely decision-making, strong cross-functional coordination, and effective executive and client communication.

Key responsibilities include:

• Lead end-to-end management of high-urgency production incidents, ensuring rapid coordination, clear accountability, effective escalation, and timely resolution.
• Provide leadership and direction to the IBM Incident Management team, strengthening incident command practices, operational discipline, consistency, and team performance.
• Establish and maintain strong situational awareness during active incidents, ensuring business impact, technical status, risks, decisions, actions, and dependencies are clearly understood.
• Coordinate across application, payroll operations, infrastructure, database, architecture, change/release, and other delivery teams to drive effective incident response and recovery.
• Lead incident bridges and executive escalations, ensuring the right technical and business stakeholders are engaged at the right time.
• Provide concise, executive-ready communications to IBM and client leadership, clearly articulating impact, current status, risks, actions underway, decisions required, and path to resolution.
• Strengthen escalation processes, Duty Management practices, incident roles and responsibilities, and operational readiness for high-urgency events.
• Ensure rigorous incident documentation, timelines, decision records, follow-up actions, and post-incident reviews are completed to a high standard.
• Identify recurring themes and opportunities to improve incident management processes, controls, operational readiness, reporting, and response effectiveness.
• Track incident management performance through meaningful measures and KPIs and use insights to drive continuous improvement.
• Build strong relationships across IBM delivery teams and client stakeholders and provide calm, decisive leadership during high-pressure situations.
• Coach and develop Incident Management team members while reinforcing accountability, quality, and consistent execution.

Required education

Technical Diploma

Preferred education

Bachelor's Degree

Required technical and professional expertise

• 8–10 years of experience in Incident Management
  , including leadership of high-urgency incidents in complex, enterprise-scale production environments.
• Demonstrated experience leading Incident Management teams and coordinating cross-functional technical and operational teams during critical service events.
• Strong experience with incident command, escalation management, service restoration, operational readiness, and post-incident review
  .
• Proven ability to provide clear, concise executive and client communications during high-pressure situations, including communicating business impact, risk,…