Lead Operational Excellence Specialist

SimCorp•Toronto, ON

3d•CA$104,240 - CA$143,330•Hybrid

About The Position

The Senior/Lead Operational Excellence Specialist plays a pivotal role in ensuring high-quality, reliable, and consistent operational service delivery across SimCorp’s PaaS operations. The role is incident-driven, requiring direct leadership during critical and high-impact incidents, ensuring timely resolution while minimizing client impact. In addition to Incident Management, the role encompasses Problem Management, leading root cause analysis, preventive measures, and continuous improvement initiatives, and Change Management, including both reactive changes and planned changes across hosted environments, ensuring proper governance, risk mitigation, and minimal service disruption.

Requirements

3–5+ years of operational experience with mission-critical services.
ITIL certification or equivalent practical experience in Incident, Problem, and Change Management.
Demonstrated analytical, planning, and decision-making skills.
Proactive, accountable, and collaborative mindset.
Clear and effective written and verbal communication with multicultural teams.
Familiarity with agile methodologies and global team collaboration.

Responsibilities

Serve as the single point of escalation for operational incidents, coordinating resources, running incident bridges, and providing timely communication to stakeholders.
Lead the execution of Problem Management processes, including Post-Incident Reviews (PIRs), Root Cause Analyses (RCAs), and knowledge base contributions to reduce recurrence and improve service resilience.
Plan, review, and implement Change Management activities across hosted environments, ensuring all changes are aligned with governance policies and client expectations.
Collaborate closely with internal teams, global peers, and external vendors/hosting partners to maintain operational performance, address issues, and promote best practices.
Regularly share knowledge, and contribute to the evolution of operational processes to drive continuous improvement across global operations.
Lead resolution of critical incidents, orchestrate resources, manage communications, and escalate when necessary.
Identify trends, drive root cause resolution, and share lessons learned to prevent recurrence.
Plan and implement changes across hosted environments, ensuring risk is mitigated and service disruption minimized.
Manage hosting partners and vendors to meet service commitments and escalate urgent issues.
Promote best practices, contribute to training, and enhance operational excellence across the organization.