As an Incident Commander, oversee critical incidents in a SaaS environment, coordinate cross-functional teams, optimize incident management tooling, and drive continuous improvement efforts.
Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!
As an Incident Commander, you’ll operate at the intersection of DevOps, reliability, and operational excellence. You’ll take charge of critical incidents across our 24/7 SaaS platform, coordinating technical and business stakeholders to restore service swiftly and prevent future disruptions.
What you will be doing:
- Act as the central point of contact during live incidents, ensuring rapid assessment, prioritization, and coordination across engineering, DevOps, and product teams.
- Integrate and optimize tooling (PagerDuty, JIRA, New Relic, AWS CloudWatch, Microsoft Teams) to streamline detection, alerting, and response workflows.
- Partner with engineering and platform teams to build proactive monitoring, alert thresholds, and automation that reduce noise and accelerate root cause identification.
- Ensure clear, timely communication during incidents internally and externally covering impact, mitigation, and next steps.
- Lead post-incident reviews (PIRs/RCA) to extract learnings, document root causes, prepare customer facing RCA reports and drive long-term reliability improvements.
- Track uptime, latency, and incident metrics; use this data to advocate for reliability-focused initiatives.
- Strengthen incident management processes through automation, playbooks, and integrations that empower engineers to respond confidently and consistently.
What you will bring:
- 5+ years of experience in DevOps, Site Reliability Engineering, or Technical Operations within a SaaS environment.
- Hands-on experience with incident management and response — or a strong desire to grow into that specialization.
- Solid understanding of cloud infrastructure (AWS preferred) and monitoring stacks (New Relic, Datadog, Grafana, Prometheus).
- Proven ability to collaborate cross-functionally under pressure, aligning multiple teams toward a common resolution goal.
- Familiarity with workflow and alerting tools (PagerDuty, JIRA, Slack/Teams integrations).
- Strong written and verbal communication skills; able to translate technical detail into clear, actionable updates.
- Calm, structured problem-solver who thrives in fast-paced, high-stakes environments.
What's in it for you:
▪️Innovation is at our core. We work with cutting-edge technology in accounting and financial reporting, constantly pushing the boundaries to create impactful software solutions.
▪️We are committed to a collaborative culture, where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team.
▪️Work-life balance is important to us. We offer flexible work options, remote opportunities, and generous time-off policies to ensure a healthy work-life balance.
▪️We offer competitive compensation, including a competitive salary and comprehensive benefits such as health insurance and retirement plans.
▪️We are driven by impactful work. Your contributions directly affect how our clients manage financial processes and drive their success.
▪️Recognition and rewards matter to us. We celebrate hard work through recognition programs, performance bonuses, and opportunities for career growth.
▪️We embrace global opportunities. Work on international projects and collaborate with a diverse, global team.
About Caseware:
Caseware's cutting-edge software products are meticulously designed for accounting firms, corporations, and governments. Our teams are continually collaborating, innovating, and building upon our existing suite of products. With a customer-focused mindset, we are building technology that is shaping what the future of audits, financial reporting, and financial data analytics will look like.
With a recent strategic investment from Hg Capital in 2020, Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date.
One of Caseware's core values is Many Voices, One Team and with that in mind, we're dedicated to building teams as diverse as our customers in an equitable and inclusive way. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please e-mail our People Operations team at [email protected].
Background Check:
Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through Certn.co which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well. Candidates residing in the Netherlands and Germany are excluded from undergoing background checks via Certn.co
Security and Fraud:
Caseware takes the security of candidates seriously. All legitimate communication from us will come from email addresses ending in @caseware.com and our open positions are always listed on reputable job boards and on our website https://jobs.lever.co/caseware. We will NEVER ask for payment or financial information from you. If you receive an unsolicited job offer, proceed with extreme caution.
Top Skills
AWS
Datadog
Grafana
JIRA
Microsoft Teams
New Relic
Pagerduty
Prometheus
Caseware Toronto, Ontario, CAN Office
351 King St East, Suite 1100, Toronto, ON, Canada, M5V 1J6
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