Operations Manager

Location: Toronto, ON, work model to be confirmed
Language: Strong written and spoken English communication required
Duration: 6-month contract with intent to convert to permanent

About the Opportunity
This is an exciting opportunity for a senior technology operations leader to help shape and modernize the support model behind a large-scale customer communications environment within the healthcare sector. You’ll oversee production support across voice, chat, email, SMS, fax, digital agents and integrated contact centre technologies, ensuring critical services remain reliable and responsive.

Working closely with engineering, service management, business stakeholders and managed service partners, you’ll combine operational leadership with hands-on technical problem solving. A major focus will be transforming support from manual, reactive processes toward an automation-first model using AI-enabled agents, APIs, scripting, monitoring and self-service capabilities.

What’s In It for You
You’ll join a highly visible, transformation-focused environment where you can influence how technology support evolves as new capabilities are introduced. You’ll have the opportunity to improve processes, expand automation, build internal expertise and help shape a growing support function, with a target permanent salary of $130,000–$150,000 upon conversion.

Your Responsibilities
• You’ll lead day-to-day L1 and L2 production support, including intake, triage, escalation, on-call practices and service restoration.
• You’ll drive support automation using AI-enabled agents, workflow orchestration, APIs, scripts and self-service capabilities.
• You’ll lead major incidents, coordinating technical teams, vendors, stakeholders and executive communications through recovery.
• You’ll strengthen observability through actionable monitoring, alerting, dashboards, runbooks and service dependency mapping.
• You’ll oversee managed service provider performance, SLAs, ticket backlogs, KPIs and continuous improvement commitments.
• You’ll partner with engineering teams to reduce recurring incidents, operational toil and technical debt.
• You’ll help build internal support capability and develop the future team structure as the function grows.

Skills and Qualifications
• 8+ years of progressive experience in technology operations, production support, service delivery, SRE, DevOps or related environments.
• Strong contact centre technology experience, ideally including Five9, Genesys, Cisco, Salesforce or comparable platforms.
• Hands-on automation experience using Python, PowerShell, JavaScript, SQL, REST APIs, JSON, Git, CI/CD or workflow automation tools.
• Experience with AI-enabled support solutions, agent orchestration, knowledge systems and automated diagnosis or remediation.
• Strong incident, problem, change, release and service management knowledge, including ITIL, SRE or DevOps practices.
• Experience managing vendors or MSPs while owning SLAs, operational metrics, escalations and service improvement.
• Exceptional communication and leadership skills, particularly during major incidents and executive-level updates.

Why Partner with Altis
If you’ve never worked with a staffing agency before, we make it easy. We work with top employers across Canada who have great jobs to fill, each vetted and verified by our team. When you apply for a job with Altis, we get to know you as a candidate and learn what your strengths are. Then, if you’re a solid match, we handle all the logistics, advocating for you as a candidate for the role, providing access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for candidates.

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals.All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.