Skills

Communication Leadership Jira SQL ServiceNow Stakeholder Management power bi Organization Google Cloud Platform Confluence Microservices

Job Specifications

Incident Management / Operations Lead

North York, Toronto | Onsite 1x per week

Insight Global is hiring an Incident Management / Operations Lead on behalf of a large retail organization. This is a high‑visibility role responsible for leading business‑critical incidents across a complex technology environment and serving as the central point of coordination during major issues.

This person will thrive in fast‑paced situations, bring a strong operational mindset, and communicate confidently with senior leadership while keeping teams aligned and moving toward resolution.

What You’ll Be Doing

Own and lead high‑severity incidents from identification through resolution.
Act as the central coordinator across engineering, operations, and business teams.
Drive clear next steps, remove blockers, and keep workstreams moving during incidents.
Deliver frequent, concise updates to senior leaders and executives.
Use SQL and Power BI to create reporting and operational insights related to incidents and system performance.
Leverage tools such as ServiceNow, Jira, and Confluence to manage incidents and documentation.
Quickly learn and navigate a complex retail technology ecosystem including e‑commerce flows and backend services.
Lead, coach, and develop team members in an incident and operations environment.

Required Experience

Proven incident management or IT operations experience in a high‑exposure environment.
Strong hands‑on experience with SQL and Power BI for reporting and analysis.
Experience using ServiceNow, Jira, and Confluence.
Confidence communicating with senior leadership during high‑pressure situations.
Strong stakeholder management and executive communication skills.
Ability to learn new systems and technology quickly.
People leadership or team lead experience.

Nice to Have

Experience working in Google Cloud Platform environments.
Exposure to microservices architectures, security layers, or cybersecurity concepts.
Background supporting retail or e‑commerce platforms.

This is a 6-month contract-to-hire position.

About the Company

Insight Global is an international professional services and staffing company specializing in delivering talent and technical solutions to Fortune 1000 companies across the IT, Non-IT, Healthcare, and Engineering industries. Fueled by staffing and talent experts, Evergreen, our professional services brand, brings technical advisors and culture consultants to help customers tackle their biggest challenges. With over 70 locations across North America, Europe, and Asia, and global staffing capabilities in 50+ countries, our tea... Know more