Incident Commander

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.

About The Opportunity

The Incident Commander is an operational leader responsible for directing the end-to-end lifecycle of high-severity incidents across technology, product, cybersecurity, and privacy domains.

This role serves as the central authority during major incidents, driving structured response, rapid service restoration, clear executive communication, and post-incident improvement. The Incident Commander leads cross-functional global teams under high-pressure conditions, ensuring disciplined execution of incident management frameworks while minimizing customer and business impact.

The role requires rotational on-call participation and the ability to lead incident response activities outside standard business hours.

What Youll Get To Do

Major Incident Leadership

• Assume command of critical and high priority incidents, establishing clear roles, structure, and decision authority.
• Lead real-time incident bridges, ensuring disciplined communication, focused troubleshooting, and forward momentum toward resolution.
• Drive rapid service restoration while balancing technical risk, customer impact, and regulatory considerations.
• Escalate appropriately and engage executive leadership when required.
  
  

Cross-Functional Coordination

• Orchestrate globally distributed engineering, infrastructure, security, privacy, product, and customer-facing teams.
• Align stakeholders on containment strategy, mitigation plans, and recovery sequencing.
• Remove barriers to resolution by influencing without direct authority.
  
  

Executive & Customer Communications

• Deliver structured executive briefings, situation reports, and impact summaries.
• Produce stakeholder communications tailored for technical, operational, and business audiences.
• Ensure messaging is clear, accurate, and aligned with enterprise risk posture.
  
  

Documentation & Reporting

• Own development of comprehensive incident chronologies and decision logs.
• Produce post-incident reports (PIRs) and facilitate structured lessons-learned reviews.
• Ensure all incident records meet audit, compliance, and regulatory standards
  
  

Process Governance & Continuous Improvement

• Enforce adherence to ITIL-aligned incident management standards.
• Identify systemic breakdowns and partner with Problem Management to drive corrective actions.
• Recommend process optimizations to improve time to detect, time to engage, and time to restore (TTD, TTE, TTR).
  
  

AI-Enabled Incident Management

• Leverage AI tools, including ChatGPT, to enhance operational effectiveness, including:
• Rapid summarization of complex technical updates
• Drafting executive-ready communications in real time
• Assisting with timeline reconstruction and incident chronologies
• Accelerating post-incident reporting
• Supporting knowledge article creation and documentation standardization
• Apply strong judgment to validate AI-generated outputs for accuracy, compliance, and confidentiality.
• Identify new opportunities to responsibly integrate AI into incident workflows to increase speed, clarity, and consistency.
  
  

Skills And Experience We Value

• Bachelor’s degree in computer science, Information Systems, or related field (or equivalent professional experience)
• 4+ years of experience in IT incident management, site reliability engineering, operations command, or related technical response functions
• Demonstrated experience leading high-severity incident bridges
• Experience operating in a 24x7 global environment with rotational on-call responsibilities
• Strong executive communication and stakeholder management skills
  
  

What Would Make You Really Stand Out

• ITIL v3 or v4 certification
• Experience within large-scale SaaS or enterprise cloud environments
• Exposure to cybersecurity and privacy incident management
• Experience influencing cross-functional technical teams in geographically distributed environments
• Familiarity with vulnerability management and change governance processes
• Experience incorporating AI tools into operational workflows
  
  

What’s In It For You

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

We encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud

Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process

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