Expert Incident Commander

Ciklum is looking for an Expert Incident Commander to join our team full-time in Canada.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts, and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As an Expert Incident Commander, become a part of a cross-functional development team engineering experiences of tomorrow. This role is a prioritized command and control function, focused purely on driving impact resolution, real-time stakeholder management, and ensuring seamless communication across all levels of the business during a high-stress event. The Incident Commander possesses a strong technical foundation; their primary duty is not hands-on analysis, alert triage, or containment execution rather, it is the strategic management, coordination, and resolution of the incident impact and immediate risks.

Responsibilities:

• Establish Centralized Command: Immediately assume control and leadership of the response effort across all impactful incidents, providing a clear, centralized chain of command to manage chaos, maintain focus, and ensure rational decision-making under pressure
• Coordinate Teams & Delegate: Direct and coordinate efforts across internal teams (Service Operations, Security Operations, Engineering, Legal, Communications, Business Unit leads) and external vendors. The IC is responsible for delegating tasks, setting clear roles and responsibilities, and ensuring efficient collaboration toward a common goal
• Understand the Impact: Work with the coordinated Incident Response team to set a clear definition of the problem and the impact felt by users (external and internal)
• Prioritize: Review and prioritize the most impactful incidents during situations of multiple incidents at once
• Efficient Decision-Making: Prior to making critical decisions, gather all available information, assess the incident’s scope and priority, and analyze the potential risks of different courses of action. Act decisively to prevent further escalation and mitigate impact
• Oversee Operations: Maintain a holistic view of the incident, monitoring the progress of assigned activities, identifying & resolving bottlenecks, and ensuring the overall response is on track and moving toward resolution
• Drive Resolution: Maintain relentless focus on moving the incident toward mitigation, resolution, and challenging assumptions

Requirements:

• 5 years of experience in Incident Response, Security Operations, or a critical IT Operations role, with a minimum of 3 years dedicated to leading high-severity incidents
• Demonstrated experience commanding large-scale, cross-functional incidents (e.g., major system outages, critical security breaches)
• Strong Communication & Interpersonal Skills: Exceptional written and verbal communication skills, including the proven ability to present complex technical issues clearly to executive audiences
• Decisiveness and Sound Judgment: Proven ability to make critical, sound judgments and act decisively under pressure
• Technical Acumen: Deep understanding of the Incident Response lifecycle (Preparation, Identification, Containment, Eradication, Recovery, Lessons Learned) and sufficient technical knowledge of IT systems and processes to guide the coordinated response team
• Problem-Solving and Organizational Skills: Strong problem-solving, analytical, and organizational abilities to coordinate complex operations
• Adaptability and Resilience: Ability to remain composed, objective, and adaptable in dynamic, high-stress environments
• Experience utilizing incident management platforms (e.g., PagerDuty, ServiceNow IRM, XMatters) for triage, alerting, and communication

Desirable:

• Relevant certifications (e.g., ITIL v4, SANS GCIH, CISSP)
• Experience working in a regulated industry ([e.g., Finance, Healthcare])

What`s in it for you?

• Strong community: Work alongside top professionals in a friendly, open-door environment
• Growth focus: Take on large-scale projects with a global impact and expand your expertise
• Tailored learning: Boost your skills with internal events (meetups, conferences, workshops), Udemy access, language courses, and company-paid certifications
• Endless opportunities: Explore diverse domains through internal mobility, finding the best fit to gain hands-on experience with cutting-edge technologies
• Care: Healthcare, Basic Life Insurance, Short and Long-term disability insurance according to the Company’s Benefit Plans

About us:

At Ciklum, we are always exploring innovations, empowering each other to achieve more, and engineering solutions that matter. With us, you’ll work with cutting-edge technologies, contribute to impactful projects, and be part of a One Team culture that values collaboration and progress. Now expanding across Canada, we’re looking for talented professionals to strengthen our North American footprint. Join us to innovate at scale and deliver world-class solutions to global clients.

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Explore, empower, engineer with Ciklum!

Interested already? We would love to get to know you! Submit your application. We can’t wait to see you at Ciklum.