Incident Manager
Toronto, ON, Canada
Full Time
Manager/Supervisor
Incident Manager – Fintech Payment Platforms
WHO WE ARE
Welcome to KORT Payments, where innovation meets excellence! We specialize in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze. Our mission? To empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our trailblazing, enterprise-grade platform, coupled with a veteran management team, ensures we stay ahead of the curve in delivering unparalleled service and satisfaction.
As we expand our presence in the U.S. market, we're excited to bring our proven solutions and innovative approach to new industries, while continuing to operate under the KORT Payments banner alongside Merrco, Payfirma and Barnet.
LOCATION: Toronto or remote within Canada
WHAT YOU WILL BE DOING
As Incident Manager, you are the central force behind operational excellence across our payment platforms. You lead the response when systems falter—whether due to technical failure, security breach, or ecosystem disruption—and ensure that every incident becomes a catalyst for improvement. You quarterback real-time coordination, drive resolution, and embed a culture of uptime, resilience, and customer trust across the organization.
Beyond incident response, you own the incident and problem management lifecycle—ensuring that root causes are addressed, learnings are institutionalized, and corrective actions are driven to completion. You ensure that postmortem insights don’t “die on the vine,” but are integrated into business workstreams, prioritized in roadmaps, and reflected in top-line OKRs.
You also oversee, Disaster Recovery, and Security Incident Response, and lead tabletop exercises that keep the organization sharp, aligned, and ready to respond under pressure.
As an Incident Manager, you will be responsible for:
🔥 Incident Command & Coordination
We pride ourselves on cultivating an inspired culture characterized by customer-centricity, commitment, respect, and agility. Our high-growth environment promotes a supportive and collaborative atmosphere, fostering a growth mindset, intellectual curiosity, entrepreneurial spirit, and teamwork. Our leadership team is experienced and passionate about payments, taking pride in their achievements and the unique value they bring to the industry.
At KORT Payments, we believe work should be fulfilling and fun! Here’s a peek into what life with us is like:
Culture:
WHO WE ARE
Welcome to KORT Payments, where innovation meets excellence! We specialize in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze. Our mission? To empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our trailblazing, enterprise-grade platform, coupled with a veteran management team, ensures we stay ahead of the curve in delivering unparalleled service and satisfaction.
As we expand our presence in the U.S. market, we're excited to bring our proven solutions and innovative approach to new industries, while continuing to operate under the KORT Payments banner alongside Merrco, Payfirma and Barnet.
LOCATION: Toronto or remote within Canada
WHAT YOU WILL BE DOING
As Incident Manager, you are the central force behind operational excellence across our payment platforms. You lead the response when systems falter—whether due to technical failure, security breach, or ecosystem disruption—and ensure that every incident becomes a catalyst for improvement. You quarterback real-time coordination, drive resolution, and embed a culture of uptime, resilience, and customer trust across the organization.
Beyond incident response, you own the incident and problem management lifecycle—ensuring that root causes are addressed, learnings are institutionalized, and corrective actions are driven to completion. You ensure that postmortem insights don’t “die on the vine,” but are integrated into business workstreams, prioritized in roadmaps, and reflected in top-line OKRs.
You also oversee, Disaster Recovery, and Security Incident Response, and lead tabletop exercises that keep the organization sharp, aligned, and ready to respond under pressure.
As an Incident Manager, you will be responsible for:
🔥 Incident Command & Coordination
- Lead real-time incident response across payment platforms, acting as the single point of coordination.
- Drive triage, root cause analysis, and resolution with urgency and clarity.
- Communicate status, impact, and recovery plans to stakeholders across business and technology.
- Mobilize teams from SRE, engineering, operations, finance, fraud/risk, and customer support.
- Escalate effectively and ensure executive visibility when needed.
- Facilitate decision-making under pressure with clarity and authority.
- Act as incident commander for security breaches, fraud escalations, and data integrity threats.
- Partner with InfoSec and Risk teams to ensure containment, investigation, and regulatory compliance.
- Maintain confidentiality and precision in stakeholder communications.
- Own and evolve DR playbooks for payment platforms and supporting systems.
- Lead periodic tabletop exercises and DR simulations to ensure organizational readiness and cross-functional muscle memory.
- Ensure recovery time objectives (RTO) and recovery point objectives (RPO) are met across critical services, both internal and external service providers.
- Own the end-to-end problem management process—ensuring root causes are identified, documented, and resolved.
- Help mature the problem and incident management practice by participating in tooling decisions, implementations and changes.
- Lead blameless postmortems and ensure corrective actions are not just tracked, but integrated into team backlogs, prioritized in planning cycles, and aligned to OKRs.
- Partner with product, engineering, and business leaders to ensure systemic issues are addressed through roadmap investments and process changes.
- Track recurring patterns and drive cross-functional initiatives to eliminate chronic risks and improve platform resilience.
- Foster a culture of transparency, accountability, and learning.
- Evangelize incident readiness and operational excellence across the company.
- Develop playbooks, runbooks, and training to improve incident response maturity.
- Proven experience managing incidents and problem management in high-scale environments—ideally in fintech or payments.
- Strong understanding of payment ecosystems (processors, card schemes, banks, fraud/risk).
- Experience with security incident response and regulatory reporting.
- Familiarity with BC/DR frameworks and cloud-native recovery strategies (AWS preferred).
- Technical fluency in microservices, observability tools, and platform operations.
- Strong stakeholder management and communication skills.
- Strategic mindset with a bias for execution and continuous improvement.
We pride ourselves on cultivating an inspired culture characterized by customer-centricity, commitment, respect, and agility. Our high-growth environment promotes a supportive and collaborative atmosphere, fostering a growth mindset, intellectual curiosity, entrepreneurial spirit, and teamwork. Our leadership team is experienced and passionate about payments, taking pride in their achievements and the unique value they bring to the industry.
At KORT Payments, we believe work should be fulfilling and fun! Here’s a peek into what life with us is like:
Culture:
- Fearlessness: Encourage continuous learning, innovation, taking chances, and pushing boundaries.
- Accountability: Take ownership and be accountable to yourself, the company, partners, and clients.
- Collaboration: Leverage diverse perspectives and work as a team to get the job done.
- Transparency: Empower success through open communication, honesty, and inclusion.
- Comprehensive Benefits Package: We've got you covered with health, dental, and vision plans.
- Flexible and Inclusive Work Environment: We understand the importance of work-life balance and provide the flexibility you need to thrive.
- Fun Events: From team-building activities to company-wide celebrations, we love to have fun and recognize our hard work.
- Professional Growth: We support your career development with ongoing learning opportunities and the chance to take on new challenges.
- Work Hard, Play Hard: Enjoy a dynamic environment where your contributions are valued and your potential is unleashed.
Apply for this position
Required*