Senior Incident Commander

Position Type:
Permanent

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

The Opportunity

The Senior Incident Commander plays a pivotal role in protecting the stability and reliability of Medavie's technology environment. In this position, you will take charge of high?impact IT incidents, coordinating cross?functional teams when urgency is high to drive swift, effective resolution of complex technical problems. You will be the central point of leadership during critical events, providing clear direction, strong communication, and calm decision?making. Beyond incident response, you will help shape and mature our incident management processes, mentor team members, and contribute to a culture of continuous improvement across Medavies' Command Centre.

What You'll Do

• Lead response efforts for high?impact and complex IT incidents.
• Act as a backup to the Manager, Command Centre, including handling escalations and communications with senior leadership.
• Provide real?time guidance, direction, and support to incident commanders during live incidents.
• Coach and mentor team members to strengthen technical and leadership capabilities.
• Provide timely, actionable guidance to colleagues to support their development and improve team effectiveness and foster a culture of accountability, learning, and continuous improvement within the incident response team.
• Conduct post?incident reviews, identify lessons learned, and ensure follow?through on action items.
• Support the development, refinement, and execution of incident management frameworks, processes, and playbooks.
• Deliver clear, concise updates during priority incidents to technical and non?technical audiences.
• Provide focused communication to leaders and service owners regarding next steps and required actions.
• Collaborate with service owners and product SMEs to engage external vendors when needed.
• Contribute to the maturity and auditing of Significant Incident, Major Incident, and Central Communications processes.

What You Bring

Education: University degree or college diploma in Computer Science or a related field, and/or equivalent experience.

Knowledge & Skills

• Demonstrated experience leading, implementing, and supporting complex technology solutions in a team environment.
• Leadership and coaching experience (preferred).
• Proficiency in IT process and industry best practices, including ITIL (preferred).
• Extensive exposure to IT infrastructure and operations.
• Strong communication skills with the ability to translate complex technical information for diverse audiences.
• Ability to remain calm, organized, and decisive during high?pressure incidents.
• Strong analytical and problem?solving skills.

Language: English proficiency; Bilingual is an asset.

Security Clearance Requirement: In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B). This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

What's in it for you?

What makes us a different kind of employer? Our award-winning culture, a team who really cares, unmatched training and support are all dedicated to ensuring you are set up for success.

What we offer:

• Permanent full-time position with opportunity to grow in a well-established organization.
• Flexible work arrangements and emphasis on work-life balance.
• Remote and hybrid work options.
• Comprehensive health, vision and dental plan that is 100% employer paid effective on your first day.
• 100% employer-matched Defined Contribution Pension Plan
• Annual Incentive Bonus which recognizes your contribution to our success.
• In addition to paid vacation, we offer a gifted week of vacation in your first year and an optional Vacation Purchase Program.
• An organization where we encourage personal learning and growth with opportunities for career development

Pay Range: 110,197 - 126,726

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This posting is for a newly created position within our organization.

The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws . We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

Our recruitment process may involve automated tools, including AI, to assist in screening applications.

If you experience any technical issues throughout the application process, please email: [email protected] .