Product Owner, Observability & Monitoring Platform

Export Development Canada (EDC) is a financial Crown corporation dedicated to helping Canadian businesses make an impact at home and abroad. EDC offers financial products and knowledge to help Canadian businesses confidently enter new markets, reduce financial risk, and grow their business.

When you join our team, you’ll be helping Canadian businesses learn the endless possibilities that open to them through export and help bring their vision, passion, and innovation to the world. Your knowledge and expertise will support more than 25,000 Canadian businesses and their customers in as many as 200 markets worldwide. You’ll work amongst the best and brightest in an inclusive, collaborative environment that fosters professional development and success. And you’ll know that you’re making an impact every day – for businesses, for Canada and for the people you work with.

Are you ready to make an impact? Join EDC, recognized as a Top 100 and Top Family-Friendly Employer, as we take on the risk so Canadian businesses can take on the world.

Team & Job Overview

The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC:

• Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
• Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization.
• Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.
• Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.
  
  

The Service Delivery & Resiliency Team Overview

The Service Delivery & Resiliency team at EDC focuses on enhancing technology accessibility for consumers by promoting continuity and resiliency, enhancing observability in the environment, and fostering positive relationships with business lines to improve their technology experience.

The Team is made up of EDC staff and managed services and is creating a cross-domain IT Observability Platform, building on the existing IT Infrastructure monitoring and event management functions. This platform will own EDC’s monitoring tools eco-system that will allow EDC to automate observability for on-prem, hybrid and cloud native workloads, improve team collaboration using real time application usage data and end to end performance analytics, improve and automate root cause and impact analytics and increase uptime for enterprise applications.

Key Responsibilities

The successful candidate will be the owner of EDC’s Observability Platform and be responsible for all aspects of the platform, as per standard Agile service definitions. The role will define and establish the platform framework, implement and manage the platform including establishing metrics, Service Level Indicators (SLIs) and Objectives (SLOs). The Product Owner will grow the platform as needed to ensure EDC achieves its desired outcomes from the platform.

Responsibilities

The successful candidate will have strong communication and analytical skills, enabling them to collaborate with architects, technical product leads, product owners, scrum masters, engineers, and business people. Further, as a senior person the successful candidate will be expected to take a leading role in embracing IT transformation and building a resilient support organization. Other responsibilities include:

• With the business applications owners, develop and deploy the strategy to improve business applications' SLA using tools and mechanisms to minimize application downtimes
• With the head of our technical support group, automate all the mechanisms to rapidly identify the types of failures, report them to the helpdesk support or the engineering teams, while helping to define alerting policies
• Establish the platform using standard Agile definitions, including creating the product strategy, establishing customer profiles, request channels, capabilities, service levels, funding model, resource and support model
• Build, promote, and support customer community development opportunities in the platform using a self-serve model
• Understand the observability industry landscape and stay up to date with observability best practice
• Oversee the onboarding of data sources to the Observability Platform
• Guide the integration between the Observability Platform and the IT Operation Management team’s (ITOM) event management in ServiceNow
• Collaborate with customers to understand their Observability Platform challenges, business need, requirements, demands and expectations
• Support the decommission of legacy monitoring technologies
• Report out on the platform metrics and conduct regular operational reviews with platform stakeholders, using real-time dashboards
• Create and update the Observability Platform architectural roadmap, noting risks, and issues, and implement improvements as needed
• Manage service providers and vendor partners
• Be an interface between customers, internal support teams and vendor/service provide
• Actively participate in EDC’s Product Owner Community of Practice
• Model a culture of customer centricity within the support organization and encourage outcome-oriented solutions amongst colleagues
  
  

Screening Criteria

• University degree or college diploma in Computer Science, Information Systems, Engineering or related field
• Minimum 7 years’ experience working with monitoring technologies, such as Dynatrace
• Minimum 3 years’ experience working in an outsourced environment
• Experience working in an Agile methodology regarding platforms, products and services, including establishing, service channels, metrics, service levels and service availability
• Observability Platform experience and a strong technical background, including:
• Application Observability
• Monitoring tools
• Logging
• Distributed Tracing
• Metrics Collection and Dashboarding
• Alerting
• Profiling
• Network Observability
• Metrics, SLIs and SLOs
• Experience in tying health and performance to business value and digital experience
• Experience in collection of system and application logs and centralize the storage of log data for analysis and transformation, including using automation
• Experience using log analytics to augment, accelerate and to automate incident identification and resolution
• Experience in Digital Experience Monitoring (DEM), Application Performance Monitoring (APM), IT infrastructure monitoring
• Knowledge of Artificial Intelligence for IT Operations (IAOps)
• Experience in Network Performance Monitoring
• Experience with generation, ingestion, consumption from various data sources
• Experience with Microsoft technologies, including M365
• Experience with annual budgeting and planning exercises
• Experience in managing staff and services providers and third parties
  

Assets

• Microsoft 365 Certified: Any Associate
• Experience governing IT vendor relationships
• Experience with Dynatrace, Cisco Thousand Eyes and DNAC, VMware Aria Suite, Microsoft SCCM and Azure Monitor, and ServiceNow
• ITIL certification
• Agile or Lean certification
• Bilingual in both Official Languages (English and French)
  
  

Salary Range

• Product Owner 18: Salaries are based on qualifications and experience and typically range from $92,355 - $123,140 plus performance-based incentive.
  
  

Location

• Export Development Canada is a hybrid work environment.
• This role may be performed from EDC’s headquarters in Ottawa, or from the Community Hub in Montreal, Toronto, Vancouver, Calgary or Halifax.
• Relocation assistance is available for eligible candidates.
  
  

EDC's Commitment to Employment Equity

EDC is committed to employment equity and achieving a diverse workforce. EDC actively encourages applications from women, Aboriginal peoples, visible minorities, persons with disabilities and members of the 2SLGBTQI+ community. If selected for an interview, please advise us if you need any special accommodation.

Posting Date

Aug 14, 2024, 4:52:27 PM

Primary Location:

Ontario-Ottawa

Job Type

Permanent

Schedule

Full-time

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Application deadline