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About the Role

EDC helps Canadian businesses succeed abroad by providing them with the financial tools and expertise needed to explore new markets and reduce risks, with the goal of building a better Canada and a better world through trade.

Responsibilities

Take ownership of and adapt the Technology Operations and Services team's Monitoring and Observability Infrastructure service in line with EDC's observability strategy and architecture.
Define the vision, capabilities, and operating model for the service by translating enterprise direction into a prioritized multi-year roadmap and backlog.
Enhance application and overall application observability using dependencies, logs, metrics, traces, and other telemetry data to improve proactive monitoring and root cause/impact analysis, and to provide actionable operational intelligence.
Define and measure service performance, including service level indicators, service level objectives, adoption rates, platform health, and value realization, and report on these metrics.
Manage observability platforms, including Dynatrace, overseeing health, access, consumption, lifecycle, and cost management.
Direct integration with ServiceNow Event Management and collaborate with IT Service Management, IT Operations Management, and CMDB teams to establish necessary data processes and infrastructures for effective event management and observability.
Continuously manage and improve the intake, prioritization, and flow of requests for the Monitoring and Observability Service.
Collaborate with product owners, architects, technical teams, and stakeholders across the organization to understand observability needs, drive solution adoption, and translate requirements into service capabilities.
Manage relationships with key vendors and managed service providers, including licensing, contracts, vendor performance, delivery scope, and hierarchical escalations.
Provide technical and operational feedback to guide Enterprise Architecture team decisions regarding the evolution and rationalization of monitoring and observability technologies.
Actively participate in EDC's Product Owner community of practice and ensure the service adheres to applicable product standards.

Requirements

University or college degree in computer science, information systems, engineering, or a related field, or an equivalent combination of education and experience.
At least 7 years of experience in enterprise monitoring, observability, IT operations, or related technology disciplines.
Experience with enterprise monitoring and observability concepts, including metrics, logs, traces, events, alerts, dashboards, dependency visibility, application performance monitoring, or digital experience monitoring.
Experience as a product owner, service owner, or platform owner, including translating enterprise architecture and strategy into technical roadmaps, backlogs, and service capabilities.
Experience integrating monitoring or observability capabilities, including Event Management, into IT Service Management and IT Operations Management platforms and processes.
Experience working in an outsourced or managed services environment, including oversight of service providers, vendors, and third parties.
Experience with vendor management, licensing, consumption planning, budget preparation, and supporting investment case development and business cases.
Proven ability to collaborate with business, technical, and architecture teams to translate enterprise standards into operational services and clear execution priorities.
Strong analytical, communication, facilitation, and stakeholder management skills, with the ability to translate technical capabilities into business outcomes.

Skills

Dynatrace
ServiceNow
Azure Monitor
Cisco ThousandEyes
Cisco Digital Networking Architecture Center
VMware Aria Suite
Microsoft Configuration Manager
Digital experience monitoring
Application performance monitoring
Foundation monitoring
Network performance monitoring
Log analytics
Distributed tracing
IT Operations Management
ServiceNow Event Management
CMDB dependency
Event, alert, incident chain integration
Cloud, hybrid, and SaaS environments monitoring
Microsoft Azure
Microsoft 365
AI operations
Automation
Closed-loop operational responses
Platform access governance
Data retention
Consumption management
FinOps principles
ITIL (Information Technology Infrastructure Library) certification
Agile, Scrum, Lean, or Product Ownership methodologies certification
Proficiency in both official languages

Location

Ottawa
Toronto
Mississauga
Montreal
Brossard
Laval
Calgary
Edmonton
Halifax
Vancouver

Work Type

Hybrid
Permanent

Experience Level

7 years of experience in enterprise monitoring, observability, IT operations, or related technology disciplines
Experience as a product owner, service owner, or platform owner

Education Level

University or college degree in computer science, information systems, engineering, or a related field, or an equivalent combination of education and experience

Salary/Compensations

$96,557 to $128,743

Benefits

Flexible benefits – Our program allows you to choose coverage that meets your own needs, including medical, dental, and life insurance. Additionally, we offer extra flex credits that allow you to customize your benefits.
Defined Contribution Pension Plan – Secure your future with our generous matching contribution program that helps you save for retirement.
Competitive Annual Leave Program – Balance work and life with our competitive annual leave program, offering permanent employees four weeks of leave and two personal days off per year upon hire.
Comprehensive Wellness Programs – Support your health and happiness with wellness initiatives, mental health support, and fitness programs.
Professional Development – Advance your career with conferences, language training, and learning opportunities to support your professional growth and development.

About the Company

At Export Development Canada (EDC), we help Canadian businesses succeed abroad. As a Crown corporation with a financial mandate, EDC offers innovative financial solutions and expert advice to help businesses explore new markets, mitigate risks, and grow.
Why Join EDC? Collaborate with a diverse and experienced team. Work with talented professionals who leverage their extensive knowledge and expertise to drive success. Thrive in a supportive and team-oriented environment. Develop your potential in a workplace where collaboration and mutual support are paramount. Make a global impact by driving sustainable growth in emerging markets. Make a difference by facilitating sustainable development in strategic regions worldwide. Work for an organization recognized as one of Canada's Top 100 Employers, one of Canada's Best Employers for Diversity, and one of Canada's Most Family-Friendly Employers. Join an organization recognized for its commitment to excellence, diversity, and work-life balance.

Equal Opportunity

EDC is committed to fair employment practices and preference will be given to individuals who are legally entitled to work in Canada at the time of application (e.g., Canadian citizens or permanent residents of Canada). Candidates must meet government security screening requirements.
EDC is committed to fostering employment equity and building a diverse workforce. It is also committed to creating a safe and inclusive environment that respects people of all backgrounds, abilities, and skills. EDC promotes a culture of inclusion and belonging where everyone has an equal opportunity to develop, grow, succeed, and reach their full potential.
EDC invites women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2ELGBTQI+ community to apply.
EDC recognizes that disclosing the need for accommodation may be a personal matter. Please know that as an organization, we are committed to confidentiality and ensuring that any accommodations provided are tailored to your needs. Our goal is to ensure you have a positive and fulfilling experience throughout the recruitment process. Therefore, please do not hesitate to contact us directly for any accommodation requests at accessibility@edc.ca. We are here to support you every step of the way.