The right talent can transform your business—and we make that happen. At Collabera, we go beyond staffing to deliver strategic workforce solutions that drive growth, innovation, and agility. With deep industry expertise, a global talent network, and a people-first approach, we connect you with professionals who don’t just fit the role but elevate your business. Partner with us and build a workforce that powers success.
Incident manager
Contract to Hire: Toronto, Ontario, CA
Salary Range: 60.00 - 65.00 | Per Hour
Job Code: 368368
End Date: 2026-04-30
Days Left: 27 days, 12 hours left
Position Details:
Title: Manager, Incident Management
Client: Retail
Hours: 40hr/week
Type: Contract-to-hire
Duration: 6-months and then conversion to full time ($120,000/yr)
Location: Downtown Toronto
Onsite Expectations: 1 day/wk
Start Date: ASAP - 2 weeks for onboarding
Pay Range: 60$ - 65$ per hour
Pay Range: 60$ - 65$ per hour
Benefits Info:
The Company offers a total rewards package in accordance with all applicable federal, provincial, and local laws and requirements. Benefit eligibility and offerings vary based on role, employment status, and work location.
For contractor positions, benefits are limited to those entitlements and protections required by applicable law, which may include (as applicable) vacation pay, public holidays, leaves of absence, and other legally mandated benefits or payments.
AI use Disclosure:
We may use AI-enabled and/or automated tools to support parts of our recruitment process, including application screening, interview scheduling, and candidate communications. These tools are used to enhance consistency and efficiency. All hiring decisions involve human review and are not based solely on automated processing.
Role Overview:
The Manager, Incident Management, is responsible for leading enterprise-wide incident response across stores, eCommerce, distribution centers, and hardware operations. This role serves as the face of trouble during incidents, owning coordination, communication, impact assessment, and resolution while developing and leading a high-performing team.
This role requires confidence, strong leadership presence, and the ability to remain calm and decisive during high-impact and time-sensitive situations.
Day-to-Day Responsibilities
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Be on-call and available to lead incident response as issues arise across the organization
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Identify, track, and analyze incident trends to prevent repeat issues
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Manage incidents identified through the Help Desk, stores, eCommerce, and Distribution Centers
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Classify and manage incidents by severity, including:
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Minor
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Major (high user impact with workarounds)
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Critical
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Blockers (sales-impacting or preventing employees from doing their jobs)
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Lead cross-functional resolution efforts and act as a central mediator between teams
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Quickly assess financial and operational impact of incidents
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Drive root cause analysis and ensure no-repeat remediation plans are implemented
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Serve as the primary escalation point and visible leader during high-severity incidents
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Confidently delegate tasks and coordinate across multi-modal communication channels
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Troubleshoot and guide resolution for issues such as:
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Website or eCommerce failures
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Incorrect pricing or data issues
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Store or DC disruptions (e.g., conveyor shutdowns)
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Ensure all team members are cross-trained and capable of handling any incoming incident
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Head the role out of change management processes
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Lead special projects and initiatives (such as the incorporation of AI tools) to aid the support analysts and incident managers
Must-Have Qualifications
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Minimum 5 years of experience in Incident Management
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Proven people leadership and development experience
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Strong, confident, and outspoken communicator — not timid
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Experience leading change management processes
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Solid understanding and experience working with AI
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Solid technical aptitude with the ability to quickly diagnose issues
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Ability to hit the ground running in a fast-paced environment
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Comfortable being the visible leader during high-pressure incidents
Nice-to-Have / Outstanding Qualities
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Experience supporting retail, eCommerce, or distribution center environments
Job Requirement
- Incident Management
- manager
- change management
Reach Out to a Recruiter
- Recruiter
- Phone
- Tanmay Jain
- tanmay.jain@collabera.com
Apply Now
Apply Now
