Product Owner, Observability & Monitoring Platform in CANADA

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 Service, building on the existing IT Infrastructure monitoring and event management functions. This service will oversee 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 Observability Product Owner will be accountable for EDC’s Observability Service, and be responsible for its strategic direction. The successful candidate will define and establish an Observability Service Framework, and will oversee the framework as it supports various EDC Products, Platforms and Services.

The successful candidate will work with EDC’s Product Owner Community of Practice to ensure the product/service adheres to EDC product standards.

The Product Owner must have strong communication and analytical skills to be able to collaborate with architects, technical product leads, product owners, scrum masters, engineers, and business people.

Other Responsibilities Include

• Own and run the Observability Service following standard Agile methodology, including creating the product strategy, establishing customer profiles, request channels, capabilities, service levels, funding model, resource and support model
• With the business applications owners, develop and deploy the strategy to improve business applications' SLA using tools and mechanisms to minimize application downtimes
• Guide the integration between the Observability Service and the IT Operation Management team’s event management in ServiceNow
• Build, promote, and support customer community development opportunities in the service using a self-serve model
• Understand the observability industry landscape and stay up to date with observability best practice
• Collaborate with customers to understand their Observability challenges, business need, requirements, demands and expectations
• Report out on the service metrics and conduct regular operational reviews with stakeholders, using real-time dashboards
• Work with architects on various product roadmaps incorporating the observability capability
• Work with manage service providers and vendor partners

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 or equivalent enterprise suite(s)
• Minimum 3 years’ experience working in an outsourced environment, including managed services providers and third parties
• Experience working as a product/service owner in an Agile methodology regarding platforms, products and services, including establishing, service channels, metrics, service levels and service availability
• Experience and a strong technical background in:
• Monitoring tools and logging
• Distributed Tracing
• Metrics Collection and Dashboarding
• Alerting and Alert Profiles
• Metrics, SLIs and SLOs

Assets

• Experience in tying health and performance to business value and digital experience
• 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
• Experience with generation, ingestion, consumption from various data sources
• Experience with Microsoft technologies, including Azure and M365
• Experience with annual budgeting and planning exercises

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.