Senior Specialist, Network Operations (Incident Control)

MX Career Site; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

Metrolinx, serving the Greater Toronto and Hamilton Area, is seeking a Senior Specialist to coordinate and support incident response across the network. You will monitor, triage, and manage incidents, coordinating internal and external response resources to ensure safe and reliable transit services.

You will lead documentation, risk assessment, and continuous improvement of incident processes, supporting 24/7 emergency communications and operational continuity for Metrolinx and its partners.

Qualifications

• Proven ability to coordinate incident responses in a fast-paced environment.
• Experience in safety, security, and operational incident triage.
• Strong written and oral communication skills for briefings and reports.
• Emergency telecom course or equivalent experience required.
• Minimum five years in an operational control center or equivalent.

Responsibilities

• Coordinate and direct incident responses across the operating network.
• Assess and triage safety, security, and operational incidents.
• Monitor disruptions and advise on risk mitigation and service continuity.
• Prepare incident reports, briefings, and summaries.
• Maintain real-time situational awareness via CCTV, alarms, and radios.
• Lead development and QA of incident logs and internal communications.
• Ensure 24/7 emergency communications channels are available.
• Develop SOPs, job aids, and incident management processes.
• Coach Incident Control staff and support knowledge development.
• Ensure compliance with municipal, provincial, and federal regulations.

Skills

Incident management

Emergency operations

Leadership

Communication

Risk assessment

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.

• Completionofa 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.

Don’t Meet Every Requirement?

If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

Accommodation:

Metrolinx is an equal opportunity employer and committed to a diverse and inclusive workforce. We are also committed to offering reasonable accommodation to job applicants in accordance with applicable legislation. If you require assistance or an accommodation at any point during the hiring process, please contact us at: 416-202-5601 or email [e-mail].

All applicants must be legally entitled to work in Canada. Please be advised that a Criminal Record Check may be required of the successful candidate.

For Internal applicants, with the recent implementation of the Internal Mobility Policy, the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of the policy before submitting your application.

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.