Incident Lead

About the Job: We are seeking an experienced Incident Lead withScrum Master capabilities to lead the response, coordination, and governance ofproduction incidents across cross-functional technology teams. The successfulcandidate will own critical incident execution, SWAT queue health, stakeholdercommunication, and service restoration while applying Agile practices toimprove team flow, accountability, and continuous improvement.

Office Location: Toronto

Employment Type: Permanent

Role Type: New position - current requirement

Work Arrangement: Hybrid (2 days in office per week)

PositionResponsibilities:

Incident Leadership& Response Management

· Lead the end-to-end management of criticalproduction incidents from initial triage through service restoration,stakeholder communication, root-cause review, and closure.

· Establish incident command, confirm severity andbusiness impact, assign clear ownership, and coordinate application,engineering, infrastructure, security, product, and vendor teams.

· Drive timely resolution of critical ticketswithin agreed SLAs and escalate risks, blockers, and resource constraintsappropriately.

· Maintain accurate incident timelines, decisions,actions, dependencies, and recovery updates throughout the incident lifecycle.

· Remove production support bottlenecks and enablerapid decision-making during high-priority incidents.

· Own daily ticket triage and the SWAT queue,ensuring incidents and support tickets are correctly categorized, prioritized,assigned, and progressed.

· Monitor ticket ageing, stalled work, recurringissues, capacity constraints, and ownership gaps to maintain a manageablebacklog.

· Balance urgent restoration work with defects,service requests, technical debt, and preventive improvement initiatives.

· Improve ticket throughput and backlog hygienewhile maintaining quality, compliance, and operational controls.

· Facilitate daily SWAT stand-ups, sprintplanning, backlog refinement, retrospectives, service reviews, and operationalgovernance meetings.

· Coach support and engineering teams on Scrum andAgile practices suited to production support and interrupt-driven work.

· Partner with product owners and service ownersto maintain a prioritized, transparent backlog with clear acceptance criteriaand ownership.

· Identify and remove team impediments, managedependencies, support capacity planning, and improve delivery flow acrossteams.

· Use retrospectives and operational data toimplement measurable improvements in incident response and support delivery.

· Track and report SLA compliance, mean time toacknowledge, mean time to resolution (MTTR), ticket ageing, throughput, backloghealth, critical incident volume, and recurrence trends.

· Prepare dashboards and scorecards that provideleadership with clear visibility into service performance, operational risks,bottlenecks, and improvement actions.

· Facilitate incident and operational governancereviews, ensuring decisions, escalations, risks, and action items aredocumented and closed on time.

· Promote cross-team accountability through clearowners, target dates, escalation paths, and transparent follow-through.

· Lead post-incident reviews and root-causeanalysis for major and recurring incidents without creating a blame-focusedenvironment.

· Ensure corrective and preventive actions areprioritized, tracked, and implemented to reduce recurring incidents.

· Identify trends and systemic weaknesses, thenpartner with technology teams to improve resilience, monitoring, automation,and support readiness.

· Drive continuous improvement in incidentprocesses, escalation models, runbooks, communications, and service managementpractices.

Requirements

RequiredQualifications:

· 8+ years of experience leading production support and incident management teams, including coordinating the triage, prioritization, and resolution of software incidents in an enterprise technology environment.

· Demonstrated Scrum Master experience, includingfacilitation of Agile ceremonies, backlog governance, impediment removal,coaching, and continuous improvement.

· Proven ability to coordinate high-severityincidents across application, engineering, infrastructure, security, product,business, and vendor teams.

· Hands-on experience with ticket triage, incidentqueues, escalation management, root-cause analysis, and corrective-actiontracking.

· Working knowledge of SLA, MTTR, ticket ageing,throughput, backlog health, and other production support metrics.

· Strong stakeholder communication, facilitation,decision-making, conflict-resolution, and executive reporting skills.

· Ability to remain composed, establishaccountability, and drive outcomes in high-pressure and time-sensitivesituations.

· Experience managing cross-functional andgeographically distributed teams.

PreferredQualifications:

· Experience supporting enterprise applications,microservices, integrations, and cloud environments such as AWS, MicrosoftAzure, or Google Cloud Platform.

· Familiarity with ITIL practices, DevOps, CI/CDpipelines, observability, monitoring, and modern production support workflows.

· Experience building operational dashboards andscorecards using data from service management and delivery platforms.

· Proficiency with tools such as ServiceNow, Confluence, or similar incident and collaborationplatforms.

· Preferred certifications include ITIL, CertifiedScrum Master (CSM), Professional Scrum Master (PSM), SAFe Scrum Master, PMP, orPRINCE2.

Benefits

Salary Range: $90,000 to $93,000CAD/ year

The final compensation offeredwill depend on local market conditions and geographic location, as well asjob-related factors such as the candidate’s knowledge, skills, qualifications,relevant experience, and education/training. Compensation may also includeadditional components such as benefits, and/or other incentives, whereapplicable. In accordance with new employment standards requirements, we retaincopies of this job posting and applicant information for three (3) years afterthe posting is removed. We do not use AI technology; all applications are alsoreviewed by our recruitment team.

Infoya is an equal opportunityemployer committed to diversity and inclusion. We welcome applications from allqualified individuals, regardless of race, color, religion, sex, sexualorientation, gender identity, national origin, age, disability, protected veteranstatus, aboriginal status, or any other legally protected factors.