Manager, IT Operations and Incident Response

Venture outside the ordinary - TMX Careers

The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets.  United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team.

Ready to be part of the action?

Global Technology Services (GTS) is one of the foundational divisions of TMX organization that empowers internal TMX business lines for their technology needs, operations and digital innovation. GTS as a client centric organization focuses on building technology capabilities, enabling our clients with the best technology solutions and providing effective technology financial and resource management processes. The cost effective operation is a key attribute of the GTS execution. GTS is responsible for delivery of all technology initiatives and services across TMX.

The Manager of IT Operations and Incident Response must be able to work collaboratively with Trading and Clearing Business Operations, ITSS Infrastructure and various GTS teams across the organization. This role provides leadership in creating a high performance and responsive production operations team that is proactive in preventing production issues and responding promptly to help coordinate resolving production problems. The team will be responsible for analyzing the issues by utilizing appropriate tools or log files and escalating issues to appropriate teams.

In this role, you will support event, incident, and change management processes. Your role iscritical to TMX operation and support and you have overall responsibility for supporting the resolution of business application issues for mission critical TMX systems.

Key Accountabilities:

• Lead a team of technical and specialized staff for IT Operations and Incident Management and ensure technical skills are developed and maintained. 

• Improving employee engagement and motivation.

• Recruiting, hiring and onboarding new employees as needed. 

• Execution of the Major Incident Management process: rapid response to technical bridge for resolution of Major Incidents, Leadership of blended Major Incident Response Team made up of various IT resources to drive effective and efficient resolution

• Perform incident post-mortem reviews as needed

• Author incident reports

• Attend daily Business/Technology Operational stand-up meeting

• Attend weekly Change Management Board meetings

• Develop infrastructure knowledge required in relation to support.

• Be available 7/24 with prompt response to escalated issues. 

• Highly available to oversee and support the continuation of critical application, infrastructure and IT services. 

• Work closely with market or business operations teams and build partnerships.

• Work closely with ITSS technology teams by engaging the right resources.

• Track progress and quality of service for all issues and take proactive actions.

• Work collaboratively with GTS leaders to address the production issues appropriately by engaging the right resources.

• Ensure efficient and cost effective support processes and operations. 

• Communicate to key stakeholders the status of production issues.

Must haves:

• Three or four year undergraduate degree in Computer Science or equivalent

• ITIL certification or foundational knowledge toward certification preferred

• 5+ years of leadership experience in large scale IT mission critical operations 

• 3+ years of people management experience with medium to large teams

• Excellent communications and organizational skills and be able to multitask 

• Must be result oriented and capable of taking the initiative.  The ability to provide coaching and feedback to staff in support of a customer service focus is critical

• Strong understanding and familiarity of Governance practices

Technology background and knowledge:

• Understating of Application Development Life Cycle - SDLC

• ITIL governance framework

• Incident and Problem Management

• Ticketing systems and issue tracking

• Familiarity with enterprise level products such as Google for work, ServiceNow, JIRA

Nice to haves:

• General understanding of infrastructure as a service, virtualization, infrastructure as a code and containerization technologies

• Basic knowledge of Cloud platforms 

• Understating of highly available systems

• General understanding of Disaster Recovery and Business Continuity processes 

• General understanding of client connectivity and circuit management, MPLS, BGP, Dedicated Lines, VPN

• General understanding of Cybersecurity and Information Security processes 

• Database technologies, RDBMS, in-memory databases

In the market for…

Excitement - Explore emerging technology and innovation, as well as ventures and digital finance that shape the future of global markets! Experience the movement of the market while grounded in the stability of close to 200 years of success.

Connection - With site hubs in some of the world’s most multicultural cities, we leverage our size and structure to create rich connections and belonging while experiencing powerful global impact through our work.

Impact - More than a platform, we use our talents to power mission-critical systems that drive global economic advancement, innovation, and growth. As well, our employee-led Team Impact spreads social good via our giving strategy.

Wellness - From empathetic leadership to a culture of flexibility and balance, we believe wellness at work creates the maximum yield and a stronger “we”. Plus, with a cloud-first and hybrid workstyle, as well as generous time-off and leaves, we support a life well lived! 

Growth - From a growth mindset in our work, to expansion in our business, TMX is home to action-takers energized by the achievement of ambitious growth.

Ready to enrich your career with impactful work, leaders who truly care, and the flexibility and programs to help you thrive as part of #TeamTMX ? Apply now.

TMX is committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide accommodations for applicants and employees who require it.