Incident Manager

Manulife

Incident Manager managing IT incidents and communication during high-pressure situations in Global Technology Services. Leading cross-functional teams through incident resolution and continuous improvement.

Posted 6/3/2026full-timeWaterloo • 🇨🇦 CanadaMid-LevelSenior💰 CA$73,725 - CA$122,875 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud PlatformITSM

About the role

Key responsibilities & impact

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 improve incident response processes and communication practices
Coach and guide teams on best practices for incident communication and escalation
Participate in scheduled shifts and on-call rotations, including evenings, weekends, and holidays, to support continuous incident response and operational stability

Requirements

What you’ll need

4+ years of experience in Incident Management, IT Operations, Site Reliability Engineering (SRE), or a related field
Experience supporting enterprise software applications in production environments
Demonstrated experience coordinating incident response involving cloud-native services (e.g., virtual machines, containers, managed databases)
Hands-on experience supporting and troubleshooting workloads in public cloud platforms such as Microsoft Azure, AWS, and/or Google Cloud Platform (GCP)
Strong verbal and written communication skills, including the ability to communicate effectively with executive-level stakeholders
Ability to remain calm, structured, and decisive in high-pressure situations
Strong stakeholder management skills, with the ability to align, influence, and clarify priorities across teams
Experience leading live incident calls and coordinating cross-functional teams
Solid understanding of IT Service Management (ITSM) concepts (ITIL experience is considered an asset)
Strong organizational, time management, and prioritization skills
Ability to provide clear, structured updates focused on business impact, actions taken, and next steps
Adaptability in communication style to effectively engage technical teams, leadership, and customers
Strong active listening skills and ability to quickly synthesize complex information
Confidence to lead discussions, manage incident calls, and maintain focus during critical situations
Professional and composed demeanor during service disruptions or outages

Benefits

Comp & perks

Health insurance
Dental
Mental health
Vision
Short- and long-term disability
Life and AD&D insurance coverage
Adoption/surrogacy benefits
Wellness benefits
Employee/family assistance plans
Retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
Financial education and counseling resources
Generous paid time off program including holidays, vacation, personal, and sick days

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Incident ManagementIT OperationsSite Reliability Engineeringcloud-native servicesMicrosoft AzureAWSGoogle Cloud PlatformIT Service ManagementITIL

Soft Skills

verbal communicationwritten communicationstakeholder managementorganizational skillstime managementprioritizationactive listeningadaptabilitydecisivenesscollaboration