Application Support Incident Manager
Job in
Toronto, Ontario, M5A, Canada
Listing for:
Apex Systems
Part Time, Contract
position
Listed on 2026-10-16
Job specializations:
-
IT/Tech
IT Support, Business Continuity, IT Specialist
Job Description & How to Apply Below
Job#: 3053612
Job Description:
Application Support:
Incident Manager
Client: Big Five Bank
Term
: 6-month contract
Location: Hybrid, 2 days per week in Scarborough, Ontario
Hours: hours per week
Shift work: Required
Evening shifts are remote; there is no requirement to work from the office during those shifts.Schedules vary. A typical shift is 12:00 –8:00 ; some weeks may include three 12-hour shifts.Role Overview
We are seeking an experienced Incident Manager to coordinate the response to major incidents. This role provides regional support for the Global Incident Management team within Banking Production Services Technologies, which delivers 24/7 support for more than 1,800 applications. You will work with global teams to ensure incident management processes are delivered consistently and seamlessly.
Major Incident Response
Coordinate incidents: Lead triage efforts, host bridge calls, document timelines, and drive high-severity incidents to resolution with minimal business impact.Analyze and mitigate: Coordinate the appropriate teams to assess impact, perform forensic analysis, categorize incidents, and implement mitigation steps.Manage communications: Clarify roles, keep teams aligned and accountable, and provide regular updates to business and technology stakeholders.Key Responsibilities
Maintain the Technology Incident Management and Incident Governance framework in line with enterprise standards.Provide governance oversight across the incident lifecycle, including detection, escalation, restoration, stakeholder communication, post-incident reviews, and corrective actions.Lead and support major incident response activities to promote timely resolution, operational resilience, and clear accountability.Review incident records, escalations, communications, and closure activities for compliance with policies, standards, procedures, controls, and service-level expectations.Partner with Major Incident Managers, Technology teams, Service Management, Risk, Audit, and business stakeholders.Analyze incident trends, root-cause data, controls, and recurring operational issues to identify risks, process gaps, and improvement opportunities.Maintain governance metrics, KPIs, control monitoring, and reporting to measure program effectiveness.Produce executive-level reporting and actionable insights for senior leaders, governance committees, and risk stakeholders.Support governance forums and committees through agenda planning, reporting materials, meeting minutes, document distribution, and action tracking.Support policy and standards maintenance, control assessments, training, awareness, and continuous improvement initiatives.Develop practical governance solutions, change plans, and communication plans that align with business strategy and stakeholder needs.Build strong stakeholder relationships and help improve response effectiveness, communications, controls, and operational resilience.Apply the bank’s Risk Management Framework and Risk Culture when making sound, risk-informed decisions.Work independently on complex tasks and take on broader responsibilities as needed.Qualifications and Experience
4–6 years of experience in Technology Incident Management, Major Incident Management, Incident Governance, IT Service Management (ITSM), Operational Resilience, or Technology Risk.Strong knowledge of the full Incident Management lifecycle, including identification, triage, escalation, restoration, stakeholder communications, root-cause analysis, and corrective action management.Experience developing, monitoring, and reporting Incident Management metrics, controls, governance practices, and performance indicators in Service Now.Experience analyzing incident trends and recommending actions based on operational risk insights.Familiarity with Service Now Incident Management, Major Incident Management, Problem Management, and reporting tools.Strong verbal and written communication, collaboration, analytical, problem-solving, influencing, and data-driven decision-making skills.Technical proficiency gained through education and/or business experience.ITIL Foundation, ITIL Managing Professional, or a related Service Management certification is an asset.Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development…
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