Senior Specialist, Network Operations

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.

The NOC Incident Control team is seeking a Senior Specialist, Incident Control/Network Operations to support Metrolinx incident response. The responsibilities include monitoring, assessing, and managing incoming emergent incident communications, deploying and coordinating internal and external response resources, and documenting response actions across the entire operating network. The Senior Specialist Incident Management will contribute to the facilitation of safe, reliable, customer-focussed commuter transportation within the Greater Toronto and Hamilton Area (GTHA).

What will I be doing?

• Oversees regional incidents within the Metrolinx operating network.
• Receives, monitors, assesses, and triages incoming emergencies to address any actual or emerging passenger or transit network security risks, threats, and/or hazards.
• Actively monitors operational service and network health within the region including transportation partners using visual and audio communications including CCTV, phones, UHF radios, emergency alarms, and Text For Help.
• Monitors operational systems (i.e. SCADA, CAD/AVL, TrainTrac) and maintains an awareness of resources, infrastructure, transit partners and emergency services statuses.
• Maintains an awareness of transit impairments across the operating network.
• Acts as the primary contact for various incidents (emergencies or non-emergencies) for the network.
• Conducts threat/risk assessments of active threats within the network based on incoming intelligence and reports them to the Manager - Incident Control.
• Recommends and follows incident response actions (from the Incident Control Manager).
• Creates and updates operational Control Logs, MySafety entries, Bus Notifications and other internal communications.
• Ensures adequate staffing on Controllers-Incident Management and oversees scheduling for 24/7 coverage.
• Plans for adequate staffing resources of controllers to ensure sufficient coverage including contingencies for 24/7 operations.
• Ensures 24/7 communications are available to Metrolinx Customers and Employees with safety or security concerns.
• Develop job aids and standard operating procedures for review for the Controller-Incident Management.
• Ensures staff complies with municipal, provincial, and federal legislations (i.e. Ministry of Transportation, Transportation Safety Board, Transport Canada, Ministry of the Environment).
• Investigates motor vehicle collisions involving GO Transit buses and non-revenue vehicles and recommends corrective and preventive actions.
• Manages bus information systems to provide accurate and timely data on service resumption.
• Facilitates operational emergency response plans and activities for service delivery.
• Participates in order briefs, hotwashes, safety, and operational control board reviews.

What Skills and Qualifications Do I Need?

• In-depth knowledge of railway and bus operations is an asset.
• Completion of a high school diploma or a combination of education, training, and experience considered equivalent.
• Strong oral and written communication skills with the ability to establish effective working relationships.
• Completion of an emergency telecommunications course or certification (or similar) or equivalent work in a related discipline, or a combination of education, training, and experience deemed equivalent.
• A minimum of five years of progressive experience working in an operational control center or equivalent.
• A minimum of two years of leadership experience, preferably in an emergency, transportation, or control center environment.
• Familiarity with transportation and regional infrastructure and operations.

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 [email protected].
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.
For Internal applicants, with the recent implementation of the Internal Mobility Policy, the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of the policy before submitting your application.
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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