Incident Management Lead (Fintech)

TL;DR

Incident Management Lead (Fintech): Leading and coordinating the rapid resolution of major incidents across digital payment platforms with an accent on process optimization, stakeholder communication, and service stability. Focus on managing technical resolver teams, directing high-pressure emergency responses, and implementing continuous improvement frameworks based on ITIL standards.

Location: Toronto, Canada (Hybrid)

Salary: $125,000 - $155,000

Company

hirify.global is the backbone of Canada’s financial ecosystem, providing secure digital payments, identity verification, and fraud protection services.

What you will do

• Lead the response to major incidents, ensuring the immediate engagement of SMEs and activation of communication channels.
• Act as the Incident Resolution lead, directing technical teams to ensure the swiftest resolution while minimizing risk and maintaining compliance.
• Oversee the creation and delivery of high-quality internal and external Major Incident Notifications (MINT).
• Lead customer update bridges, translating complex technical resolutions into executive-friendly communication.
• Drive the continuous improvement of incident processes, reporting, and compliance through relevant metrics.
• Mentor team members in nuanced decision-making, crisis communication, and insightful reporting.

Requirements

• Proven success as a senior incident management lead and recognized expert in the discipline.
• Deep fluency in ITIL and ITSM concepts, specifically within Financial Services or Payments.
• Strong lateral leadership and the ability to make critical decisions under intense pressure.
• Excellent verbal and written communication skills to bridge technical and business stakeholders.
• Eligibility to work for hirify.global Corp. in Canada in a full-time capacity.
• Ability to operate within a 24/7 complex environment.

Culture & Benefits

• Flexible hybrid work model to support work-life balance.
• Comprehensive employer-paid benefits and a market-leading employer-funded RRSP program.
• Generous vacation and wellness days.
• Pregnancy and parental leave top-up.
• Charitable donation matching with United Way.
• Access to a confidential 24/7 employee and family assistance program.