Role overview

Role: Incident Response Manager
Rates: Up to $55.00 p/h INC
Location: Remote (GTA Located)
Structure: 35 hours per week standard, ability to bill up to 40 hours per week

The Opportunity
CorGTA is recruiting an for an Incident Response Manager to provide after-hours operational coverage for a major enterprise organization.
This position is well suited for someone with 2-5 years in Incident Management, IT Operations professional, or IT Service Management specialist seeking a flexible engagement outside traditional business hours.
The successful candidate will lead the coordination of major technology incidents, bringing hands-on incident coordination requiring strong judgment, urgency, communication skills, and composure during high-impact situations.

Potential Coverage Models

The final support model is currently being evaluated. Candidates may be considered for one or more of the following coverage windows:

Evening shift: approximately 5:00 p.m. to 12:00 a.m. Eastern Time

Overnight shift: approximately 1:00 a.m. to 8:00 a.m. Eastern Time

Weekend and statutory holiday on-call coverage

Average incident volume is expected to be fewer than one incident per shift. When an incident occurs, the typical duration is approximately one to three hours, depending on its complexity and severity.
On-call resources must be available to acknowledge and respond to an incident within approximately 15 minutes.

Key Responsibilities

Lead and coordinate the response to major technology and operational incidents

Establish and manage incident bridges with internal technology teams, business stakeholders, vendors, and external support partners

Assess incident severity, business impact, urgency, and required escalation paths

Ensure the appropriate technical teams and decision-makers are engaged quickly

Maintain clear, timely, and accurate communication throughout the incident lifecycle

Provide incident updates to senior leaders and executive stakeholders

Track actions, decisions, ownership, risks, and service-restoration progress

Coordinate vendor and third-party support when required

Ensure incidents are documented accurately in the applicable IT service-management platform

Create and assign root-cause-analysis tickets following major incidents

Support a structured handoff to daytime operational and problem-management teams

Contribute to the development of a reliable new after-hours incident-support model

This role will not be responsible for completing the full root-cause analysis or owning longer-term problem-management activities during regular business hours.

Required Experience

2-5 years of previous experience in Major Incident Management, Incident Response, IT Operations, or IT Service Management

Experience coordinating high-priority technology incidents in a complex enterprise environment

Strong understanding of ITIL-aligned incident, escalation, and problem-management practices

Experience leading technical incident bridges and coordinating multiple support teams

Strong executive, stakeholder, and business communication skills

Ability to communicate technical issues clearly to non-technical audiences

Experience working with vendors and third-party technology partners

Ability to remain calm, organized, and decisive during urgent or high-impact incidents

Strong documentation, prioritization, and follow-through skills

Ability to meet a 15-minute after-hours response requirement

Availability for consistent evening, overnight, weekend, and some holiday coverage

Preferred Qualifications

ITIL certification or comparable IT service-management training

Experience working within a large retail, financial-services, telecommunications, or other complex enterprise environment

Familiarity with ServiceNow or a comparable ITSM platform

Previous participation in an after-hours or on-call support rotation

Experience communicating directly with senior executives during critical incidents

Based within the Greater Toronto Area and available to occasionally attend team meetings or company events

CorGTA is an equal opportunity employer, please apply with an updated resume and ensure the required skills you are able to speak to for this position are included.

At times, CorGTA or its client partners may utilize AI tools to assist with the hiring processes.

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