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About the Role

The 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. This role guides the Incident Management team to deliver high-quality incident management with continuous improvement, effective internal and external incident communications, insightful and efficient reporting, and other related accountabilities.

Responsibilities

Engage quickly in all major incidents to ensure necessary resources and communications channels are active and staffed.
Oversee all incident-related operations, including emergency response and recovery activities.
Act as Incident Resolution lead, providing direction to technical resolver teams for swiftest resolution while aligning with compliance standards and best practices.
Review and approve necessary emergency changes within approved processes.
Drive resolver teams to ensure timely and high-quality standard communications, such as Internal and External Major Incident Notifications (MINT).
Lead customer updates bridge, sharing information and framing updates for executive and participant needs.
Collaborate with Corporate Communications, Product, and other teams to ensure effective and accurate external communications.
Lead and collaborate with peers and stakeholders to continuously improve the Incident process, communications, reporting, and compliance.
Measure process effectiveness through relevant metrics.
Provide guidance and mentorship to other team members, modeling skills such as communication, decision making, and reporting.
Develop the framework for Incident Management documentation, ensuring ease of access and regular updates.
Ensure the team maintains and regularly updates Incident Management documentation aligned with ITSM teams.
Conduct post-incident reviews and implement improvements for future incidents.
Collaborate closely with the Problem team, operations partners, and technology, product, and risk teams.

Requirements

Fluency in both English and French (written and spoken) is required.
Proven success as a senior incident management lead, recognized as an expert in this discipline.
Success in other ITIL/ITSM functions is desirable.
Strong lateral leadership and decision-making abilities.
Ability to gain the confidence of stakeholders at all levels.
Excellent verbal and written communication skills, particularly bridging between technical and business stakeholders.
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 platforms, data, and applications.
Skilled at working with internal and external organizations.
Experience working in support of a 7/24 complex environment.
Eligibility to work for Interac Corp. in Canada in a full-time capacity.
Successful completion of background checks, including Canadian Criminal Credit Check, Canadian ID Cross-Check, Public Safety Verification, 5-year Employment Verification, Education Verification, Credit Check, and Social Media Check.

Skills

Incident Management
ITIL
ITSM
Communication
Decision Making
Reporting
Problem Solving
Critical Thinking
Financial Services
Payments
Emergency Management

Location

Canada

Work Type

Full-time
Hybrid

Experience Level

Senior

Salary/Compensations

$125,000 - $155,000

Benefits

Short-term incentive plan
Generous vacation and wellness days
Comprehensive employer-paid benefits coverage
Market-leading employer-funded RRSP program
Pregnancy and parental leave top-up
Charitable donation matching with United Way

About the Company

Interac connects Canadians through secure digital payments, advanced identity verification and industry-leading fraud protection.
Interac enables millions to send, receive, and manage money safely and effortlessly every day — across both digital and physical environments.
Interac facilitates over 20 million transactions daily, supported by trusted partnerships with government and financial institutions.
Consistently ranked as Canada’s most reputable financial technology brand, Interac is deeply embedded in the daily lives of Canadians.
Interac is a purpose-driven organization that's shaping the future of digital finance in Canada.
Interac is committed to unlocking digital prosperity for all Canadians.
Interac fosters a culture of innovative thinking, collaboration, and inclusive culture.
Interac provides intentional support with flexible, supportive offerings that prioritize total wellness.

Equal Opportunity

Interac is an equal opportunity employer committed to fostering a diverse and inclusive workplace.
Interac is committed to providing fair and equitable employment opportunities for all individuals, without discrimination based on race, color, ancestry, ethnic origin, place of origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, or any other characteristic protected by applicable law.
Interac will work with candidates to provide accommodation during any stage of the application or recruitment process.
Interac Corp. never requests, solicits, or accepts any form of payment in exchange for employment. Any such offers are fraudulent and should be disregarded.