Triage Incident Lead

16 hours ago

Toronto, Ontario, Canada AceStack Full time US$120,000 - US$180,000 per year

Job Title: Triage Lead (Incident Triage Experience) – Banking Domain

Location: Toronto, ON (Hybrid – 3 Days/Week Onsite)

Type: Contract

Experience Required:
9+ Years (must include strong Incident Triage experience)

Job Summary

We are looking for a
highly skilled Triage Lead
with deep, hands-on
Incident Triage experience
to manage the initial assessment, prioritization, and routing of critical technology incidents. The Triage Lead will act as the central command point for evaluating incoming incidents, engaging the right technical teams, and ensuring rapid, accurate response in a fast-paced enterprise environment.

Key Responsibilities

Incident Triage – Core Focus

  • Own the
    first-line triage
    of all high-impact incidents across applications, services, and infrastructure.
  • Perform
    rapid incident assessment
    , validate symptoms, gather logs, analyze impact, and determine severity (P1–P4).
  • Identify whether incidents belong to application, API, database, network, cloud, or security domains, and route accordingly.
  • Use triage playbooks, runbooks, logs, and dashboards to perform quick root-cause directioning.
  • Serve as the
    primary point-of-contact
    for incoming incidents from monitoring tools, L1/L2 support, and business teams.
  • Lead real-time incident coordination, ensuring updates are delivered to stakeholders every few minutes for P1/P2.
  • Activate war rooms and mobilize technical SMEs instantly based on triage outcomes.
  • Ensure incidents adhere to SLA timelines and drive incidents toward resolution.
  • Maintain incident records, timelines, and communication logs.
  • Monitor alerts using enterprise tools such as Splunk, Dynatrace, AppDynamics, Datadog, New Relic, CloudWatch, etc.
  • Analyze logs, CPU/memory metrics, transaction failures, API latency, and system health indicators to guide the triage process.
  • Work with ServiceNow, JIRA, or Remedy to log, update, and track incident lifecycle events.

Root Cause Direction & Problem Management

  • Provide initial RCA direction (not full RCA) based on triage findings.
  • Highlight recurring issues and design recommendations for Problem Management teams.
  • Suggest improvements to triage workflows and incident handling processes.

Team Leadership & Collaboration

  • Guide Triage Analysts and L1/L2 support teams.
  • Communicate effectively with Engineering, Cloud, DevOps, Security, and Infrastructure teams.
  • Provide executive-level summaries during and after critical incidents.

Required Skills & Qualifications

  • 9+ years of IT experience
    ,
    with at least 5+ years of strong hands-on Incident Triage experience
    handling P1/P2 incidents.
  • Proven experience triaging incidents across:
  • Application/API failures
  • Batch jobs / data pipelines
  • Database outages
  • Cloud / on-prem infrastructure
  • Networking & integration issues
  • Expert in identifying symptoms, validating issues, reading logs, and determining probable root-cause direction.
  • Strong command over ITIL-based incident management practices.
  • Hands-on experience with monitoring & triage tools such as:
  • Splunk, Dynatrace, AppDynamics, Datadog, Grafana, Kibana, New Relic
  • Strong experience with
    ServiceNow
    (required).
  • Ability to remain calm, structured, and decisive under pressure.
  • Excellent communication skills for real-time stakeholder updates.
  • Experience in
    banking/financial services
    environments is a major plus.

Preferred Qualifications

  • ITIL Foundation certification.
  • Experience in SRE, DevOps, Production Support, or Command Center roles.
  • Familiarity with cloud platforms (Azure/AWS).

  • Incident Manager

    6 days ago

    Toronto, Ontario, Canada Visa Full time $80,000 - $120,000 per year

    Company Description Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure...

  • Incident Manager

    6 days ago

    Toronto, Ontario, Canada Visa Full time $90,000 - $120,000 per year

    Company DescriptionVisa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure...

  • Manager, Cyber Incident Response

    2 weeks ago

    Toronto, Ontario, Canada Deloitte Full time $90,000 - $175,000 per year

    Job Type:PermanentWork Model:HybridReference code:130772Primary Location:Toronto, ONAll Available Locations:Toronto, ON; Calgary, AB; Ottawa, ON; Vancouver, BCOur PurposeAt Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work...

  • Director, Incident and Problem Management

    8 hours ago

    Toronto, Ontario, Canada CIBC Full time US$100,000 - US$180,000 per year

    We're building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what's right for our clients.At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and...

  • Director, Incident and Problem Management

    5 hours ago

    Toronto, Ontario, Canada CIBC Full time $100,000 - $120,000 per year

    We're building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what's right for our clients.At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and...

  • Junior Analyst – Incident and Problem

    1 week ago

    Toronto, Ontario, Canada First National Financial LP Full time $60,000 - $90,000 per year

    We are hiringa Junior Analyst – Incident and ProblemReporting ToDirector and Team LeadFull-Time/Part- TimeFull-timePosting DateOctober 15, 2025Closing DateOctober 31, 2025Hours Of Work8:30 a.m. – 5:00 p.m.GradeOffice Location:6.4Toronto, ONGreat location Steps away from the main public transit stationWhat We OfferHighly competitive compensation package...

  • Bilingual - Incident Reporting Centre Operator

    2 weeks ago

    Toronto, Ontario, Canada Allied Universal Full time $27,000 - $29,000 per year

    OverviewCompany Overview:We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), we pride ourselves on fostering a promote from within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior...

  • Service Desk Optimization Lead

    1 week ago

    Toronto, Ontario, Canada Lindt & Sprüngli Full time $80,000 - $120,000 per year

    Job DescriptionThe Service Desk Optimization Lead is responsible for overseeing the efficient triage and assignment of IT service tickets to ensure timely resolution and adherence to service level objectives. This role requires a detail-oriented and process-driven individual who can monitor ticket queues, enforce escalation protocols, and collaborate closely...

  • Incident and Problem Process Manager

    2 weeks ago

    Toronto, Ontario, Canada Equinix Full time $94,000 - $142,000

    Who are we? Equinix is the world's digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.A career at Equinix means being at the center of shaping what comes...

  • Manager, IT Security Monitoring and Incident Management

    2 weeks ago

    Toronto, Ontario, Canada Intact Full time $120,000 - $180,000 per year

    Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.Our employee promise represents Intact's commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to...