Overview

Application Deadline: 09/03/2026 Address: 33 Dundas Street West Job Family Group: TechnologyTransformation MandateThis role exists to fundamentally shift Commercial Banking technology operations from reactive support to an AI-enabled, engineering-driven reliability model at scale.The Lead will own the outcome of this transformation, challenging the status quo and driving a step-change in automation, observability, and operational excellence.Role OverviewWe are looking for a high-performing, results-driven senior technology leader to take on the role of Lead, Technology Support & Reliability Engineering. This is a critical leadership position responsible for driving the reliability, resiliency, and modernization of technology platforms supporting Commercial Banking.The successful candidate will set the vision and lead the transformation of traditional support into a modern, engineering-led, highly automated operating model. This includes the aggressive adoption of Site Reliability Engineering (SRE), AIOps, and a forward-looking NoOps philosophy to reduce toil, increase automation, and enable self-healing, resilient systems at scale.This role demands a proven high performer who consistently owns the outcome, questions the status quo, and delivers measurable improvements in stability, efficiency, and engineering velocity.Key ResponsibilitiesReliability & Production Support LeadershipLead L2 and L3 technology support and SRE teams across Commercial Banking platformsOwn major incident management, escalation, and recovery processesDrive service stability, availability, and resiliency outcomes through the entire tech stack, including supporting functions such as infrastructure, helpdesk, data lake, etc.SRE, AIOps & NoOps TransformationLead the transformation toward a modern SRE-driven operating model incorporating AIOps and NoOps principlesDrive implementation of observability frameworks, predictive analytics, and event correlationEnable proactive operations through intelligent automation and predictive capabilitiesReduce operational toil through automation, self-healing systems, and intelligent workflowsEngineering & Automation EnablementShift teams from reactive support to engineering-led operationsBuild automated workflows and deployment pipelinesEnable end-to-end service automation and platform abstractionsSupport cloud adoption and improve proactive operational capabilitiesStrategy, Governance & Operating ModelDefine and execute technology support strategy aligned to enterprise and Commercial Banking prioritiesOwn and evolve the L2/L3 operating modelEstablish clear RACI and ownership models across engineering and operationsDrive governance, controls, and continuous improvementStakeholder & Delivery LeadershipAct as a senior technology executive and trusted advisorManage cross-functional dependencies across engineering and platform teamsLead large-scale strategic initiatives and transformation programsPeople Leadership & Talent DevelopmentBuild and lead high-performing teams with a strong culture of accountability and ownershipAttract, retain, and develop top engineering and SRE talentDrive a performance-oriented culture aligned to enterprise objectivesMentor and develop leaders capable of operating at scalePerformance Expectations & OutcomesReliability & Service StabilityReduce Major Incident volume (P1/P2) by 30-50%Improve Mean Time to Restore (MTTR) by 25-40%Deliver sustained improvements in service availability and resiliencyOperational Efficiency & AutomationEliminate 95% of manual operational toilIncrease automated incident resolution through AIOpsReduce human intervention in steady-state operationsObservability, AIOps & Predictive OperationsEstablish end-to-end observability coverageImplement event correlation, predictive alerting, automated triageImprove alert quality by reducing noiseOperating Model TransformationTransition to SRE-led modelDefine L2/L3 ownershipShift to proactive incident preventionTalent & Capability De