Manager IT Production Operations

Fidelity Canada•Toronto, ON

3d•Hybrid

About The Position

The Manager, IT Production Operations is responsible for leading the enterprise 24/7 production operations function, ensuring the stability, reliability, and controlled execution of business-critical systems, data flows, and infrastructure. This role oversees workload automation, real-time system monitoring, managed file transfer services, and Data Centre operations, ensuring timely detection, triage, and escalation of production issues. The team operates as the firm’s operational command center, executing runbooks and maintaining service continuity across on-premises, cloud, and hybrid environments. The role partners closely with Infrastructure, Applications, Security, Release Management, and Major Incident teams.

Requirements

Minimum 5+ years of management experience.
Hands-on experience with workload automation and batch processing platforms.
Experience operating Managed File Transfer platforms in enterprise or regulated environments.
Strong understanding of secure data transfer protocols and best practice.
Experience participating in incident response and operational recovery.
Strong communication and leadership skills in high-pressure environments.
Operational leadership
Real-time decision-making
Analytical mindset
Strong communication
Attention to detail
Cross-team collaboration

Responsibilities

Lead and manage a 24/7 production operations team.
Ensure continuous monitoring of infrastructure, applications, data pipelines, and file transfer processes.
Establish operational standards for alert response and escalation.
Ensure effective coverage models including shift and on-call support.
Own enterprise workload automation and MFT platforms (e.g., Control-M, Control-M MFT and GoAnywhere MFT).
Ensure successful batch execution and end-to-end file movement for EOD/EOM and critical business cycles.
Optimize scheduling, dependencies, and restart logic.
Monitor and remediate failed or delayed file transfers, ensuring SLA adherence.
Act as operational domain lead during production incidents.
Execute runbooks for application, infrastructure, file transfer, and Data Centre related issues.
Escalate to L2/L3 teams and vendors as required.
Support root cause analysis and post-incident reviews.
Ensure production readiness for releases impacting applications, infrastructure, MFT, or Data Centre.
Validate monitoring, runbooks, and operational support models prior to deployment.
Coordinate production schedules and maintenance windows.
Identify and mitigate conflicting or high-risk changes.
Provide operational oversight of enterprise Data Centre environments.
Coordinate infrastructure changes, IMAC activities, and vendor engagements.
Oversee access controls, operational compliance, and security adherence.
Support incidents related to power, cooling, hardware, and physical infrastructure.
Maintain operational runbooks, procedures, and standards
Track and report key metrics including availability, SLA attainment, and incidents
Drive continuous improvement initiatives across operations, MFT, and Data Centre processes
Support audit, risk, and compliance activities

Benefits

Canada's Top 100 Employers
Greater Toronto's Top Employers
Canada's Top Family-Friendly Employers
Canada's Top Employers for Young People
Great Place To Work® Certified
Best Workplaces for Inclusion
Best Workplaces for Mental Wellness
Best Workplaces for Today's Youth
Best Workplaces for Women
Best Workplaces in Financial Services & Insurance
Best Workplaces in Ontario
Best Workplaces with Most Trusted Executive Teams
LinkedIn Top Companies in Canada
Human Resource Director (HRD) - Best Place To Work
HRD - 5-Star Benefit Program
HRD - 5-Star Diversity & Inclusion Employer
Canadian Compassionate Companies – Certified
Benefits Canada's Workplace Benefits Award - Future of Work Strategy
TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
Canadian HR Reporter's Most Innovative HR Team