We are looking for an experienced Technical Program Manager to join an enterprise resilience team supporting a large-scale, cloud-based payments environment in Toronto, Ontario. This contract opportunity is ideal for someone who can strengthen incident management practices, improve service resilience, and work closely with technical and business partners in a regulated setting. The role also focuses on creating AI-driven solutions that streamline operational workflows, accelerate issue response, and enhance day-to-day efficiency.

Responsibilities:
• Direct high-impact incident management programs across a distributed cloud environment, ensuring timely coordination and resolution.
• Refine operational readiness and incident response practices to improve reliability, consistency, and scale across critical services.
• Work with engineering, operations, and business teams to deliver resilience initiatives and strengthen service performance.
• Guide post-incident reviews, support root cause analysis, and track follow-up actions to reduce recurring issues.
• Contribute to resiliency planning and operational support for a broad portfolio of essential platform services.
• Establish and enhance governance and operational processes suited to a complex and highly regulated organization.
• Design and deliver AI-enabled agents that automate incident handling and other operational activities.
• Assess opportunities for AI adoption, then develop and implement solutions that improve response speed, workflow efficiency, and decision support.
• Build proofs of concept and production-ready automations using modern AI tools, Python, and enterprise platforms.
• Demonstrated experience in technical program management within software development or platform operations environments.
• Strong background in major incident management, incident resolution, and service reliability improvement.
• Hands-on knowledge of Amazon Web Services (AWS) and cloud-native systems.
• Experience developing automation or AI-driven solutions, including practical Python skills.
• Familiarity with Site Reliability Engineering (SRE) principles and operational best practices.
• Proven ability to work across technical and business teams to drive initiatives from planning through execution.
• Comfortable operating in regulated environments with a focus on process discipline and operational excellence.

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