Program Manager

2 weeks ago

Toronto, Ontario, Canada JP Techno Park Full time

Position: Program Manager

Location: Remote

Duration: 6-12 months Contract (Possible Extension)

Position Summary:We are seeking an experienced Program Manager to lead Data & AI Production Support and Service Level Management initiatives. The ideal candidate will have a strong background in data platforms, AI/ML operations, and enterprise service delivery. This role involves managing cross-functional teams to ensure system reliability, SLA adherence, and operational excellence across business-critical Data and AI applications.

Key Responsibilities:Oversee end-to-end production support for Data and AI platforms, including data pipelines, ML models, and analytics workloads.Manage and monitor Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure performance and uptime targets are consistently met.Drive incident, problem, and change management processes across multiple environments.Coordinate root cause analysis (RCA) and ensure timely resolution of production issues.Collaborate with Data Engineering, MLOps, Cloud, and Infrastructure teams to maintain system stability and optimize performance.Provide governance and reporting on system health, SLA metrics, and service improvements.Identify and implement automation and AI Ops initiatives to improve monitoring, alerting, and self-healing capabilities.Manage program budgets, timelines, and deliverables, ensuring alignment with business objectives.Partner with stakeholders, including business leads, vendors, and offshore support teams, to ensure transparent communication and accountability.Support audit, compliance, and governance activities for Data & AI operations.

Required Skills & Experience:10–15+ years of experience in Program or Service Delivery Management within large enterprise environments.Proven experience managing Data and AI platform operations (e.g., Azure Data Factory, Databricks, Snowflake, Power BI, MLflow).Strong understanding of production support frameworks and incident management processes.Demonstrated experience managing SLA-driven operations and service quality metrics.Experience with MLOps or DataOps pipelines and cloud-native operations.Excellent stakeholder management, communication, and reporting skills.Certification in PMP, ITIL, or Agile methodologies preferred.Prior experience in financial services or capital markets environments is an asset.

Nice to Have:Experience with AIOps tools (e.g., Dynatrace, DataDog, Splunk).Exposure to data governance and compliance frameworks.Hands-on understanding of incident automation or predictive analytics for support.

Job Type: Fixed term contract

Contract length: 6 months

Pay: $73.00-$76.00 per hour

Expected hours: 40 per week

Experience:

  • Program Manager: 10 years (required)
  • Data : 10 years (required)
  • AI: 10 years (required)

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