Incident Manager

Adecco is currently seeking an experienced Incident Manager to join our client's team in Toronto, ON. This is a 12-month contract role with the possibility of becoming permanent offers a competitive salary of $50 per hour. The ideal candidate will play a crucial role in managing the incident management lifecycle and ensuring prompt resolution of incidents within the banking or financial services sector.

• Pay rate: $50/hour.
• Location: Toronto, ON
• Shifts: 24/7 on-call support on a rotational basis
• Job type: 12-month contract role with the possibility of becoming permanent | Full-time

• Hires fast, pays weekly.
• 4% vacation pay paid out on each weekly pay cheque.
• Medical and dental benefits once qualified.
• Free training programs
• New and quicker onboarding process

• Manage the incident management lifecycle, ensuring incidents are logged, prioritized, communicated, and resolved in a timely manner.
• Act as the primary point of contact during major incidents, coordinating efforts across teams to restore services and serve as the escalation focal point.
• Craft and disseminate timely and accurate internal and client incident communications.
• Lead incident management bridge calls, ensuring prompt action from all technical and operational teams involved.
• Conduct post-incident reviews to identify root causes and implement preventive measures.
• Collaborate with problem owners to investigate root causes and facilitate resolutions in adherence with established SLAs.
• Monitor and report on incident management metrics to identify trends and make recommendations for improvements.
• Continuously improve incident protocols, processes, and standards.
• Provide 24/7 on-call support on a rotational basis.

• Must be legally eligible to work and reside in Canada.
• Bachelor's degree in Information Technology, Business Administration, or a related field.
• 5+ years of experience in incident management, preferably within the banking or financial services industry.
• Effective verbal and written communication skills adaptable to different audiences.
• Strong ability to understand complex technology and operational services, and communicate incident impacts clearly.
• Excellent interpersonal and influencing skills, with experience operating under high-pressure situations.
• Effective time management skills with the ability to handle multiple tasks and re-prioritize based on workload and deadlines.
• Strong understanding of incident management best practices, including industry SLAs and standard operating protocols; ITIL Foundation certification preferred.
• Experience with incident management tools (e.g., ServiceNow, Remedy, JIRA) preferred.