About the role

Lead incident response and management for retail tech. Hybrid role in Toronto with team leadership and strategy responsibilities.

Responsibilities

Step into a high-visibility leadership role where you’ll protect and strengthen a large-scale retail technology environment. You’ll lead a team of 7–10 incident response professionals, manage critical incidents across IT Store Operations, eCommerce, Supply Chain, and Infrastructure, and drive improvements in incident response, change management, and reporting analytics. What You’ll Do: Lead and mentor incident management and response teams Own incident response strategy, escalation, and post-incident reviews Establish and maintain playbooks, escalation protocols, and stakeholder communication plans Drive change management governance and continuous improvement initiatives Collaborate with cross-functional teams during critical events Present incident metrics and operational insights to senior leadership

What We’re Looking For: 7+ years in incident management, incident response, or IT operations Experience in retail or large enterprise environments with 24/7 operations Strong ITSM/ServiceNow and ITIL knowledge Proven people leadership and stakeholder communication skills Calm, confident decision-maker under pressure

Why You’ll Love This Role: Contract-to-hire with clear path to permanent FTE (3–6 months) Hybrid work model with strong visibility and leadership impact Competitive total rewards package including incentives, RSUs, and career growth