Incident Management, Lead; Bilingual

Who We Are:

Every transaction matters. Every Canadian matters. At Interac, we protect both — driving trust, security, and inclusion, so our digital economy thrives.

Every transaction matters. Every Canadian matters. At Interac, we protect both — driving trust, security, and inclusion, so our digital economy thrives. Founded in 1984, Interac connects Canadians through secure digital payments, advanced identity verification and industry-leading fraud protection. Connecting banks, businesses, and individuals, Interac enables millions to send, receive, and manage money safely and effortlessly every day — across both digital and physical environments.

As the backbone of Canada’s financial ecosystem, Interac facilitates over 20 million transactions daily, supported by trusted partnerships with government and financial institutions. Consistently ranked as Canada’s most reputable financial technology brand, Interac is deeply embedded in the daily lives of Canadians.

The vacant bilingual 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, as well as for 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.

• Major Incident Response:
  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.
• Major Incident Command:
  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.
• Standard Communications:
  Drive resolver teams to ensure that standard communications such as Internal and External Major Incident Notifications (MINT) are on time and high quality.
• VIP Communications:
  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.
• Continuous improvement:
  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.
• Mentoring:
  Provide guidance and mentorship to other team members, modeling skills such as communication, nuanced decision making, and insightful reporting.
• Documentation:
  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.
• Post Incident Review and Improvement:
  Conduct post-incident reviews and implement improvements for future incidents. Collaborate closely with the Problem team, operations partners, and technology, product, and risk teams.

• Fluency in both English and French (written and spoken) is required for this role.
• Proven success as a senior incident…