Director, Technical Operations; Platform

Director, Technical Operations (Platform)

Job Category: Support

Requisition Number: DIREC
001441

• Posted :
  September 10, 2026
• Full-Time
• On-site

Showing 1 location

Director, Technical Operations (Platform)

Job Type: Permanent Full Time
Location: Full Onsite - Toronto, Ontario
Reporting to: Chief Technology Officer
Salary
: $150,000 – $170,000 CAD

Job purpose

The Director, Technical Operations owns the operational health of the platforms Goway sells and services travel on: our reservations platform, the infrastructure it runs on, the supplier, air and distribution integrations it depends on, and the automation and data pipelines built around it.

This is a practice-building role. You will define and own Goway's technical operations discipline: service levels, incident management, change control, observability and operational readiness, and you will make them the standard across our technology organisation. You will work alongside other Technology leaders. You will own the technology operations of our platform. You will have the CTO's mandate and backing to build the practice.

What will be your key responsibilities?

Reliability and service management

• Define, publish and report service levels and service-level objectives for revenue-critical services, starting with quoting, booking, payment and traveller servicing.
• Own incident management end to end: severity definitions, escalation, incident command, communication during an incident, and post-incident review with corrective actions.
• Own RCA and problem management.
• Own change and release management as a company standard, balancing delivery throughput against change failure rate.
• Build observability sufficient to detect degradation.
• Own disaster recovery and business continuity for platform services, tested and documented on a stated cadence.

Integration and supplier platform operations

• Monitoring of integration paths, error and failure-rate thresholds, and defined fallback behaviour when a partner degrades.
• Maintain a dependency map of the external platforms our revenue-generating flows rely on, with assessed operational risk and mitigation for each.
• Own operational readiness for new integrations and new product lines entering the platform.
• Own the operational reliability of automation and data pipelines in production.

Platform and cloud operations

• Day-to-day operation of the AWS and managed hosting infrastructure serving our platform estate: environments, provisioning, patching and lifecycle management.
• Own hosting cost governance: visibility by service, a unit-cost measure, and an annual optimisation target.
• Lead capacity planning against forecast booking and travel volumes.
• Reduce manual, repeatable operational work through automation.
• Address seasonal capacity planning, change freezes and enhanced coverage aligned to our booking and departure peaks and to new product launches.

Vendors, partners and compliance

• Platform, hosting and integration partner relationships: SLA definition, enforcement and structured performance review.
• Reduce single points of dependency, whether on a vendor or an individual.
• Partner with security on vulnerability management, patch compliance, access control and audit readiness.

Practice leadership and stakeholder engagement

• Build and maintain a multi-year technical operations roadmap aligned to Goway's growth plans.
• Report operational performance, risk and investment needs to the CTO and executive team in business terms.

What are we looking for?

Required

• 8 or more years in platform operations, technical operations, infrastructure or site reliability engineering, including 5 or more years in a lead or leadership capacity.
• Demonstrated accountability for the availability and performance of a revenue-critical transactional platform.
• Evidence of having built operational practice where little existed: SLOs, incident management, change control and observability introduced from the ground up, with measurable improvement to show for it.
• Hands-on depth in AWS, including cost management and multi-environment operation.
• Substantial experience operating and governing third-party platforms and integrations, including holding vendors to service levels.
• Ability to set standards and drive adoption across teams.
• Ability to communicate operational risk and performance.

Preferred

• Experience stabilising and ope rationalising new systems.
• Infrastructure-as-code and container orchestration experience.
• AWS Certified Dev Ops Engineer (Professional), or AWS Certified Cloud Ops Engineer (Associate).…