Senior Specialist, Incident Response

Role overview Lead coordination and communication during major, complex, or reputation-sensitive incidents. The role brings structure to fast-moving situations by translating technical findings into clear client and executive updates, aligning the right teams, and guiding response through resolution and follow-up.

Responsibilities - Provide regular briefings to senior leaders and prepare clear client updates across channels such as status pages, in-app notices, and email. - Translate logs, telemetry, and engineering analysis into plain-language explanations of business and client impact. - Coordinate input from engineering, product, customer experience, legal, compliance, risk, and leadership; identify when formal review is needed. - Set communication standards and response playbooks that support accurate, timely, and empathetic updates. - Keep stakeholders aligned while helping responders stay focused during active incidents. - Work with data partners to assess impact and lead post-incident reviews that inform remediation and customer experience improvements.

Requirements - At least five years in major incident response, crisis communications, or technical service operations in a fintech, SaaS, or digital product setting. - Demonstrated experience leading critical operational incidents from onset through resolution. - Sound judgment under pressure, including the ability to act and escalate with incomplete information. - Strong writing and communication skills, with the ability to explain technical issues to clients and executives in real time. - Familiarity with distributed, asynchronous technology workflows and clear written coordination. - Able to bring calm and structure to ambiguity and rapidly engage stakeholders across functions.

Nice to have - Training or experience in communications, public relations, journalism, or legal studies. - Familiarity with incident management, monitoring, and data tools such as PagerDuty, Rootly, Datadog, Preset, or SQL. - Awareness of legal, compliance, and reputational risks in a regulated financial setting. - Fluency in both English and French.

Benefits and work setup - Hybrid team across North America. - Listed benefits include health and life insurance, employer-matched group savings, vacation and wellness days, and a program allowing up to 90 days of work outside Canada per year; some programs may not apply to every role.