Senior Manager, Regional Control

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

Our Operations & Safety (GO & UP) division promotes diversity, equity, and inclusion by ensuring equal employment opportunities and fostering a supportive workplace culture.

We support this commitment by providing:

• Competitive Pension Plan
• Employee learning & development programs and reimbursement
• Recognition of prior Public Service for Vacation Entitlement
• Employee Assistance and Wellness Benefit Programs
• Parental Leave top-up, lactations accommodation and childcare partnerships
• Menopause Policy
• Employee Resource Groups

Network Operations is seeking a Senior Manager Regional Control to provide leadership, support and direction for the 24/7 Metrolinx operation. Within the NOC, this position will ensure safe, fast, on-time, customer-first focus, and high-quality commuter transportation within the Greater Toronto and Hamilton Area (GTHA).

What will I be doing?

• This function will provide 24‑hour support within the NOC.
• Provide continuous leadership and oversight of Network Operations, with a primary focus on incident management, enterprise escalation, and operational continuity.
• Serve as the primary escalation point to senior leaders and executives during major or severe incidents, regardless of the incident’s source or nature.
• Apply a consistent incident‑management approach when incidents present risk to safety, significant operational impact, or potential for negative media or reputational exposure.
• Act as the key liaison between senior leadership and the NOC, ensuring timely, accurate flow of information and direction between executives and operational teams.
• Assess incidents in real time to determine severity, enterprise impact, and appropriate escalation pathways.
• Communicate incident details with the on‑duty NOC Director and engage the Emergency Management team when required, taking direction as provided.
• Analyze operational, safety, and reputational factors to support informed executive decision‑making.
• Issue Tier One enterprise communications and lead Critical Incident Briefs to provide situational updates, obtain senior leadership direction, and communicate decisions to Incident Command and operational teams.
• Establish and maintain structured business cycle meetings with on‑scene Incident Commanders.
• Request activation of the Emergency Operations Centre (EOC) when required.
• Ensure all decisions, actions, and updates are accurately documented in the Control Log.
• Provide 24‑hour leadership and support within the NOC.
• Direct incident recovery and emergency response activities, ensuring coordinated communication with internal business units, customers, external railways, emergency services, and partner agencies.
• Plan and ensure adequate resource coverage across all shifts, including contingencies during major incidents and service disruptions.
• Oversee daily NOC operations and performance to meet customer, enterprise, and leadership expectations.
• Monitor the performance of operational information systems to ensure accurate and timely service delivery data and decision support.
• Direct operational planning by monitoring system performance, key performance indicators, trends, forecasts, and best practices.
• Lead post‑incident recovery debriefs and service reviews to drive continuous improvement and improve future service outcomes.
• Review technical and functional reports related to planned operational changes to identify risks to service delivery, safety, and customer experience.
• Lead change management associated with new or expanded services, systems, and operating models to ensure seamless integration and service continuity.
• Monitor and update standard operating procedures to align with evolving operational, regulatory, and enterprise requirements.
• Stay informed of legal and regulatory changes impacting NOC operations and oversee implementation of required policy and process updates.
• Plan operational strategies to support service growth and network expansion.
• Provide operational expertise and input into reports, briefings, and presentations for senior leadership.
• Monitor passenger and service delivery trends to ensure operations are safe, effective, efficient, and financially responsible.
• Recommend operational improvements, adjusted schedules, and service enhancements based on performance analysis.

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