Senior Specialist, Network Operations (Incident Control)

MX; Canada; On-site; CAD 90,000 - 130,000; Part time

Job summary

Metrolinx is seeking a Senior Specialist to coordinate incident response across the GO Transit, UP Express, and PRESTO networks. The role requires leading operational responses, triaging incidents, and ensuring timely, documented actions to minimize service disruptions.

Ideal candidates have 5+ years in a control center setting, leadership experience, and knowledge of transportation operations. This is a contract role (up to 12 months) within the Metrolinx Incident Control team.

Qualifications

• High school diploma or equivalent with relevant experience.
• Minimum of five years of progressive experience in an operational control center or equivalent.
• Minimum of two years of leadership experience, preferably in emergency/transportation/control center environments.
• Familiarity with transportation and regional infrastructure and operations.
• Completion of an emergency telecommunications course or related certification, or equivalent experience.

Responsibilities

• Coordinate and direct operational responses to incidents, emergencies, and service disruptions across the Metrolinx network.
• Receive, assess, prioritize, and triage safety, security, and operational incidents; identify threats and risks.
• Monitor and assess network disruptions and service impacts; provide recommendations for incident response and continuity.
• Prepare incident reports, briefs, and summaries with accurate documentation of actions and impacts.
• Maintain real-time situational awareness using CCTV, alarms, radio systems, and other comms tools.
• Lead development and QA of logs, incident records, and internal communications.

Skills

Incident management

Leadership

Crisis communications

Risk assessment

Emergency coordination

Monitoring systems

Education

High school diploma

Job description

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. This is a contract position – up to 12 months. The NOC Incident Control team is seeking a Senior Specialist to coordinate and support incident response activities across the Metrolinx operating network. This role is responsible for monitoring, assessing, triaging, and managing emerging incidents; coordinating internal and external response resources; and ensuring accurate documentation of response actions and operational impacts. The Senior Specialist provides critical operational leadership during incidents and service disruptions, contributing to the safe, reliable, and customer-focused delivery of transit services throughout the Greater Toronto and Hamilton Area (GTHA).

What will I be doing?

• Coordinate and direct operational responses of incidents, emergencies, and service disruptions across the Metrolinx operating network, ensuring an effective, timely, and risk-based response.
• Receive, assess, prioritize, and triage complex safety, security, and operational incidents, identifying actual and emerging threats, hazards, and risks requiring immediate response or escalation.
• Monitor and assess network disruptions, service impacts, and evolving operational risks, providing informed recommendations to support incident response, risk mitigation, and service continuity.
• Prepare incident reports, briefings, and summaries, ensuring accurate documentation of incident details, actions taken, and operational impacts.
• Monitor network operations and service conditions across Metrolinx and transportation partners through CCTV, telecommunications systems, emergency alarms, UHF radio systems, and Text-For-Help, maintaining situational awareness of system-wide activities.
• Maintain real-time awareness of operational resources, critical infrastructure, emergency services, transit partner operations, and network status to support informed decision-making during incidents.
• Lead the development, maintenance, and quality assurance of Control Logs, MySafety entries, incident records, and internal communications.
• Ensure the continuous availability and effectiveness of 24/7 emergency communications channels for customers, employees, contractors, and external stakeholders.
• Develop, review, and enhance job aids, standard operating procedures, operational policies, and incident management processes to support continuous improvement initiatives.
• Provide coaching, mentorship, and operational guidance to Incident Control staff, supporting knowledge development and adherence to best practices.
• Support compliance with applicable municipal, provincial, and federal legislation, regulatory requirements, and reporting obligations, ensuring incidents are managed and documented in accordance with requirements established by agencies including the Transportation Safety Board (TSB), Ministry of Labour, Immigration, Training and Skills Development (MOLITSD), Ministry of Environment, transit partners, and other regulatory authorities.
• Participate in operational briefings, after-action reviews and hot washes.
• Analyze incident trends, operational data, and response performance metrics to identify opportunities for process improvements and enhanced operational effectiveness.
• Foster collaborative relationships with emergency services, transportation partners, internal departments, and external agencies to support coordinated incident response and service continuity.

What Skills and Qualifications Do I Need?

• In-depth knowledge of railway and bus operations is an asset.
• Completion of a high school diploma or a combination of education, training, and experience considered equivalent.
• Strong oral and written communication skills with the ability to establish effective working relationships.
• Completion of an emergency telecommunications course or certification (or similar) or equivalent work in a related discipline, or a combination of education, training, and experience deemed equivalent.
• A minimum of five years of progressive experience working in an operational control center or equivalent.
• A minimum of two years of leadership experience, preferably in an emergency, transportation, or control center environment.
• Familiarity with transportation and regional infrastructure and operations.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.