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About the Role
The Director, Technical Operations owns the operational health of Goway's platforms, including reservations, infrastructure, integrations, and automation. This practice-building role involves defining and owning the technical operations discipline, including service levels, incident management, change control, and observability, setting the standard across the technology organization.
Responsibilities
- Define, publish, and report service levels and objectives for revenue-critical services.
- Own incident management end-to-end, including severity definitions, escalation, incident command, communication, and post-incident reviews.
- Own Root Cause Analysis (RCA) and problem management.
- Own change and release management, balancing delivery throughput against change failure rate.
- Build observability to detect degradation.
- Own disaster recovery and business continuity for platform services, ensuring they are tested and documented.
- Monitor integration paths, error thresholds, and fallback behavior for partner degradation.
- Maintain a dependency map of external platforms, assessing operational risk and mitigation.
- Own operational readiness for new integrations and product lines.
- Own the operational reliability of automation and data pipelines in production.
- Manage the day-to-day operation of AWS and managed hosting infrastructure.
- Govern hosting costs, ensuring visibility by service, a unit-cost measure, and an annual optimization target.
- Lead capacity planning against forecast booking and travel volumes.
- Reduce manual, repeatable operational work through automation.
- Address seasonal capacity planning, change freezes, and enhanced coverage for peak periods and new product launches.
- Manage platform, hosting, and integration partner relationships, including SLA definition and enforcement.
- Reduce single points of dependency on vendors or individuals.
- Partner with security on vulnerability management, patch compliance, access control, and audit readiness.
- Build and maintain a multi-year technical operations roadmap aligned with Goway's growth plans.
- Report operational performance, risk, and investment needs to the CTO and executive team in business terms.
Requirements
- 8 or more years in platform operations, technical operations, infrastructure, or site reliability engineering.
- 5 or more years in a lead or leadership capacity.
- Demonstrated accountability for the availability and performance of a revenue-critical transactional platform.
- Evidence of building operational practice from the ground up (SLOs, incident management, change control, observability) with measurable improvements.
- Hands-on depth in AWS, including cost management and multi-environment operation.
- Substantial experience operating and governing third-party platforms and integrations, including holding vendors to service levels.
- Ability to set standards and drive adoption across teams.
- Ability to communicate operational risk and performance.
- Experience stabilizing and operationalizing new systems (preferred).
- Infrastructure-as-code and container orchestration experience (preferred).
- Bachelor's degree in computer science, information technology, engineering, or equivalent practical experience (preferred).
Skills
- AWS
- Cost management
- Multi-environment operation
- Third-party platform operation
- Integration governance
- Service Level Agreements (SLAs)
- Infrastructure-as-code (preferred)
- Container orchestration (preferred)
Location
- Toronto, Ontario
Work Type
- Permanent
- Full Time
- Full Onsite
Experience Level
- 8+ years in platform/technical operations/infrastructure/SRE
- 5+ years in a lead or leadership capacity
Education Level
- Bachelor's degree in computer science, information technology, engineering, or equivalent practical experience (preferred)
- AWS Certified DevOps Engineer (Professional) (preferred)
- AWS Certified CloudOps Engineer (Associate) (preferred)
Salary/Compensations
- $150,000 – $170,000 CAD
Benefits
- Competitive salary
- Performance incentives
- Paid personal days
- Birthday off
- Continuous learning opportunities
- Industry-leading training
- Generous paid time off (three weeks vacation, six personal days)
- Exclusive perks and discounts on worldwide getaways
About the Company
- Founded in Toronto in 1970, Goway is a family-owned global leader in tailor-made travel.
- Headquartered in Toronto with hubs in Vancouver, Los Angeles, Sydney, and Manila.
- Over 800 employees design travel experiences in more than 115 countries across all seven continents.
- United by a passion for travel and committed to supporting diversity, equity, inclusion, and sustainable tourism.
- Operates as a forward-thinking team, transforming wanderlust into life-changing adventures.
Equal Opportunity
- Goway is an equal-opportunity employer.
- We celebrate differences and are committed to fostering an inclusive workplace for everyone.
- We appreciate every applicant’s interest.
- Please be advised that only those selected for an interview will be contacted.
- Goway Travel Ltd will retain applications, notifications, and records related to this posting for three years, reflecting our commitment to fair and equitable hiring practices.