Incident Management, Lead

Incident Management, Lead

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical virtuosos and high-performance application developers? We want to hear from you.

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. 

You'll be responsible for:

• 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.

You bring:

• Proven success as a senior incident management lead, recognized as an expert in this discipline. Success in other ITIL/ITSM functions as well is desirable.

• Strong lateral leadership and decision-making, ability to gain the confidence of stakeholders at all levels.

• Excellent verbal and written communication skills, particularly bridging between technical and business stakeholders, and the ability to quickly distill complex situations into simpler terms.

• Proven success developing, changing, or transforming Incident Management processes

• Recognized expert ability to think critically and solve problems under pressure.

• Fluency in concepts spanning ITIL, ITSM, Financial Services, Payments, and emergency management protocols.

• Demonstrated flexibility and adaptability to changing situations and priorities.

• Sufficient technical knowledge and technology learning capability to understand the high level structure of the platforms, data, and applications that comprise Interac products.

• Eligibility to work for Interac Corp. in Canada in a full-time capacity.

Interac requires employees to complete a background check that is completed by one of our service providers.  We use this service to complete the following checks:

• Canadian criminal record check;
• Public safety verification;
• Canadian ID cross-check;
• 5-year employment verification;
• Education verification; and
• If applicable, Credit Inquiry and Social Media Check

How we work
We know that exceptional people have great ideas and are passionate about their work.  Our culture encourages excellence and actively rewards contributions with:
Connection: You’re surrounded by talented people every day who are driven by their passion of a common goal.
Core Values:  They define us. Living them helps us be the best at what we do.
Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.
Education: To ensure you are the best at what you do we invest in you

Please be aware of certain individuals fraudulently using Interac Corp.’s name and logo to offer fictitious employment opportunities. Interac Corp. will never ask, solicit, nor accept any monies in exchange for employment opportunities. Any such offers of employment are fraudulent and invalid, and you are strongly advised to exercise great caution and disregard such offers and invitations.

Please note that under no circumstances shall Interac Corp. be held liable or responsible for any claims, losses, damages, expenses, or other inconveniences resulting from or in any way connected to the actions of individuals performing such fraud. Further, such fraudulent communication shall not be treated as any kind of offer or representation by Interac Corp. or its subsidiaries and affiliates.