Incident Management Lead / Responsable de la gestion des incidents

As the Incident Management Leader, you will provide end-to-end leadership for IBM’s Incident Management function supporting a large-scale, business-critical Government of Canada payroll environment. You will lead the IBM Incident Management team and ensure high-urgency incidents are managed with clear ownership, disciplined escalation, timely decision-making, strong cross-functional coordination, and effective executive and client communication.

Key responsibilities include:

• Lead end-to-end management of high-urgency production incidents, ensuring rapid coordination, clear accountability, effective escalation, and timely resolution.
• Provide leadership and direction to the IBM Incident Management team, strengthening incident command practices, operational discipline, consistency, and team performance.
• Establish and maintain strong situational awareness during active incidents, ensuring business impact, technical status, risks, decisions, actions, and dependencies are clearly understood.
• Coordinate across application, payroll operations, infrastructure, database, architecture, change/release, and other delivery teams to drive effective incident response and recovery.
• Lead incident bridges and executive escalations, ensuring the right technical and business stakeholders are engaged at the right time.
• Provide concise, executive-ready communications to IBM and client leadership, clearly articulating impact, current status, risks, actions underway, decisions required, and path to resolution.
• Strengthen escalation processes, Duty Management practices, incident roles and responsibilities, and operational readiness for high-urgency events.
• Ensure rigorous incident documentation, timelines, decision records, follow-up actions, and post-incident reviews are completed to a high standard.
• Identify recurring themes and opportunities to improve incident management processes, controls, operational readiness, reporting, and response effectiveness.
• Track incident management performance through meaningful measures and KPIs and use insights to drive continuous improvement.
• Build strong relationships across IBM delivery teams and client stakeholders and provide calm, decisive leadership during high-pressure situations.
• Coach and develop Incident Management team members while reinforcing accountability, quality, and consistent execution.