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Job Description
Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.
Network Operations is seeking a Manager, Incident Control to manage 24x7 integrated operations (GO Transit & UP Express) supported by the Network Operations Centre (NOC). In addition, this position will manage the distribution of internal communications during service disruptions, to ensure efficiency of a cross-functional team when providing service delivery. Within the NOC, this position will ensure safe, fast, on-time, customer-first focus, and high-quality commuter transportation within the Greater Toronto and Hamilton Area (GTHA).
What will I be doing?
- This function will provide 24-hour support within the NOC.
- Manages operational planning functions to meet current and future customer service levels and requirements by monitoring overall operational performance, key performance indicators, trends, forecasts, and best practice, which includes discussion/negotiation with other business units. (e.g. service recovery debriefs to ensure improved optimal customer service for future, research, review and recommendations for service level enhancement impacts to the operation.
- Oversees the review of technical and functional reports for planned recovery operational changes to identify weaknesses that could potentially impact service, customer satisfaction, and safety and develops strategies for improvement.
- Facilitates service disruption recovery plans and communicates with integrated NOC positions to maintain high levels of service reliability and minimize passenger delays.
- Manages 24/7 NOC daily operations and performance to ensure passengers and management needs are met including:
- Facilitate incident recovery and emergency response activities ensuring timely communication with affected internal business units, customers, external railways, agencies, and stakeholders, as required.
- Planning for adequate resources to ensure sufficient coverage including contingencies.
- Overseeing performance of information systems to ensure accurate and timely data pertaining to service delivery and planning activities.
- Reviews and keeps informed about the daily on-time performance of the CAD/AVL and the Automated Train Location System (ATLS) systems which provide users with the ability to track bus and train movements in real-time, view the entire GO network, and be informed about service delays and communications failures.
- Monitors and revises standard operating policies and procedures for daily NOC integrated operations to ensure they meet current and future requirements.
- Stays abreast of legal and regulatory changes that may affect NOC operations, and oversees the process of adjusting internal policies, processes, and best practices as they arise.
What Skills and Qualifications Do I Need?
- Completion of a degree in Business Administration, Transportation Planning, or a related discipline – or a combination of education, training and experience deemed equivalent.
- Demonstrated years’ progressive experience leading daily operations of a major commuter rail and/or bus transportation hub.
- Knowledge of the Employment Standards Act, Occupational Health & Safety Act, and applicable building codes.
- Knowledge of the applicable legislation and railway operating rules affecting railway, environmental, public, and employee safety is required.
- Knowledge of transportation, engineering, and planning is also required to identify potential inadequacies, evaluate plans developed by others, and to utilize appropriate rail transportation analytical tools.
- Experience managing rail operations within a control centre is an asset.
- Leadership skills to manage, mentor, and develop unit teams; experience in the application of collective agreement provisions to monitor and manage employees and contractors.
- Knowledge and understanding of information technology (IT) capabilities and the budget planning and monitoring process.
- Project management principles and practices to lead and direct cross functional teams and consultants engaged in simultaneous projects (i.e. development, project progress, related staff and project resources) to monitor project activities for adherence to timelines and project performance objectives.
- Interpersonal and oral/written/presentation skills to assist with the preparation of reports and presentations, new directions, or recent findings in operations studies and present to technical and non-technical audiences.
- In depth knowledge of Railway and Bus Operations is an asset.
Don’t Meet Every Requirement?
If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.
We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.
Accommodation:
We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email hr.recruitment@metrolinx.com.
Application Process:
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.
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