Director of Network Operations

BMO•Toronto, ON

1d•CA$121,600 - CA$211,800•Onsite

About The Position

This role provides leadership over the Network Operations Centre supporting Canada, US and International Network Services. The Director is responsible for monitoring, service restoration, changes, support, and directing day-to-day Network Operations activities. This position manages 7/24/365 network operations to run mission-critical systems for the company, ensuring business service levels are met and environments are effectively managed. The role involves monitoring and ensuring the stability and timely restoration of Network infrastructure and related services. It also includes providing Help/Service Desk support, coordinating and facilitating Incident Management, deploying changes to the production environment, and engaging 3rd party providers during incidents. The Director provides immediate response to production program or system problems and fosters a culture aligned with BMO's purpose, values, and strategy, role-modeling BMO values and behaviors. This includes ensuring alignment between values and behavior that fosters diversity and inclusion, regularly connecting work to BMO’s purpose, setting inspirational goals, defining clear expected outcomes, and ensuring clear accountability. The role involves building interdependent teams that collaborate across functional and operating groups, attracting, retaining, and enabling the career development of top talent, improving team performance, recognizing and rewarding performance, coaching employees, supporting their development, and managing poor performance. The Director acts as a trusted advisor to senior leaders for business decisions and strategic initiatives, developing an expert understanding of business/group challenges, and managing complexity across business value, technology, and interaction models. Recommendations and implementations of solutions are based on analysis of issues and implications for the business. The role involves identifying emerging issues and trends to inform decision-making, developing business cases by identifying needs, analyzing options, and assessing return on investment. Recommendations for business priorities, resource requirements, and roadmaps for strategic execution are developed. Performance is monitored and tracked, and issues are addressed. Strategic problems are broken down, and data and information are analyzed to provide insights and recommendations. The role drives and/or promotes new processes, systems, technology, and operations, and expanded capabilities for performance, with flexibility to align to project team requirements. Proactive monitoring of system performance and identification of operational improvements are key to ensuring smooth and consistent customer and business partner delivery. Collaboration and engagement with appropriate areas across the bank are essential. Knowledge assets required for operation are developed or assisted in development. Adherence to standards and industry best practices is promoted. An understanding of organizational interactions and complexity is developed to engage with appropriate matrix areas. Opportunities to strengthen operational capability are identified, such as sharing expertise, mentoring employees, and building communities of practice and networks across technology. Staying abreast of industry technical and business trends through professional associations, practice communities, and individual learning is expected. The role operates at a group/enterprise-wide level and serves as a senior specialist resource across BMO, influencing how teams/groups work together. Expertise is applied creatively to address unique or ambiguous situations and to find solutions to complex, interdependent problems. Abstract concepts are communicated in simple terms. Strong internal and external networks are fostered, and collaboration across multiple teams is undertaken to achieve business objectives. Trends are anticipated, and appropriate changes are implemented. Broader work or accountabilities may be assigned as needed.

Requirements

10+ years working directly in Network Operations and or Engineering with technical understanding of both legacy and emerging technology and capability.
10+ years managing or leading Technology Operations teams and or related functions.
Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
Understanding of ITIL frameworks and IT Service Management Standards.
Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
Technical and/or business functional knowledge of systems, tools, timing, and dependencies.
Seasoned expert with extensive industry knowledge.
Technical leader viewed as a thought leader for innovation.
Verbal & written communication skills - Expert.
Analytical and problem solving skills - Expert.
Influence skills - Expert.
Collaboration & team skills; with a focus on cross-group collaboration - Expert.
Able to manage ambiguity.
Data driven decision making - Expert.

Responsibilities

Leadership over the Network Operations Centre supporting Canada, US and International Network Services.
Responsible for Monitoring, service restoration, changes, support, and directs day-to-day Network Operations activities.
Manages 7/24/365 network operations to run mission critical systems for the company ensuring business service levels are met and environments are effectively managed.
Monitors and ensures service stability and restoration of Network infrastructure and related services in a timely manner.
Provides Help/Service Desk support.
Coordinates and facilitates Incident Management.
Deploys changes to the production environment.
Engages 3rd party providers contracted to the Bank during an incident.
Provides immediate response to production program or system problems.
Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours.
Ensures alignment between values and behaviour that fosters diversity and inclusion.
Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
Attracts, retains, and enables the career development of top talent.
Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
Develops an expert understanding of business/group challenges.
Manages complexity across business value, technology and interaction models.
Recommends and implements solutions based on analysis of issues and implications for the business.
Identifies emerging issues and trends to inform decision-making.
Develops the business case by identifying needs, analyzing potential options and assessing expected return on investment.
Recommends business priorities, advises on resource requirements and develops roadmap for strategic execution.
Monitors and tracks performance, and addresses any issues.
Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.
Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.
Collaborates and engages with the appropriate areas across the bank.
Develops or helps to develop the knowledge assets required for the operation.
Promotes adherence to standards and industry best practices.
Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas.
Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.
Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
Operates at a group/enterprise-wide level and serves as a senior specialist resource across BMO.
Influences how teams/groups work together.
Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to multiple, interdependent, complex problems.
Communicates abstract concepts in simple terms.
Fosters strong internal and external networks and works with and across multiple teams to achieve business objectives.
Anticipates trends and responds by implementing appropriate changes.
Broader work or accountabilities may be assigned as needed.