Incident Manager (Waterloo)

Join our Global Technology Services Management and Support Team! We are seeking an experienced Incident Manager who demonstrates clear, confident, and timely communication.

Position Responsibilities

• Lead end-to-end management of Managed Priority 3 (MP3) incidents, from identification through resolution and post-incident review.
• Serve as the primary communication lead during MP3 incidents, providing concise, accurate, and timely updates to executives, business partners, and technical teams.
• Support the Lead Incident Manager during Priority 1 (P1) and Priority 2 (P2) incidents.
• Facilitate incident bridges, ensuring clear direction and effective collaboration across teams.
• Translate complex technical issues into clear, accessible language for non‑technical audiences.
• Maintain accurate incident timelines, decision logs, and communication records.
• Partner with engineering, operations, and business teams to impr...