Duties and Responsibilities:

• Monitor real-time and batch related process execution to ensure processes are completed within established timelines
• Proactively monitor system performance and anticipate operational improvements to ensure smooth and consistent business outcomes
• Participate in manual verification of business processes outcomes where automation opportunities exist while working with the Monitoring team to address gaps
• Provide initial triage, investigation and resolution of incidents. This may include deploying automated code to production, automated recovery scripts and runbook execution
• Ensure all incidents are properly reported, addressed, updated and closed in accordance with predetermined Service Levels, Incident and Problem Management processes
• Coordinate internal 407 IT teams to address systems related issues in an efficient and collaborative manner
• Manage communications with third party support vendors including working with their Service Desks, coordinating technician conference calls and creating, updating and monitoring incident and request records in their IT Service Management tools
• Create and distribute operational reporting to provide operational transparency
• Available to work 12hr shift within a continental rotation in 24x7 environment with a hybrid support model
  
  
  

Qualifications:

• 3+ years practical experience with Operations and Monitoring practices
• 2+ years working experience with ServiceNow or comparable IT Service Management toolsets
• 2+ years practical experience using batch scheduling tools such as IBM Workload Scheduler (IWS)
• Bachelor’s degree in Computer Science, Computer Engineering or equivalent training and experience
  
  
  

Nice Have:

• Salesforce experience an asset
• SAP experience an asset
• Experience with the incident and problem management lifecycles
• Familiar with operational monitoring technologies and trends
• Familiar with Knowledge Centered Service principles
  
  
  

Our Offer

• 407 ETR usage (taxable benefit)
• Competitive salary, bonus structure
• Competitive vacation package
• Community culture
• Continued education budget
• Expect excellence: Collaborative team, learn, and grow with a high-performance team.
  
  
  

407 ETR's Information Technology division is responsible for the infrastructure and software to enable the efficient operation of the highway---including toll capture, account management, financials, and data storage/analytics---as well as customer services including call-center, web, IVR and supporting workflows.

Delivery is accomplished using an Agile-Scrum approach, including self-organization, short iterations, strong collaboration, and dedicated teams in scrum rooms.

About 407 ETR

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

407 International Inc. is the sole shareholder of 407 ETR and is owned by:

• Canada Pension Plan Investment Board (CPP Investments) through indirectly-owned subsidiaries (50.01%);
• Cintra Global S.E. which is a wholly-owned subsidiary of Ferrovial S.A. (43.23%); and
• AtkinsRéalis, formerly known as SNC-Lavalin (6.76%).
  
  
  

Learn more at 407etr.com.

Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.

Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.

Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.