Senior Manager - Access Network Operations in Toronto

WHAT IS THE OPPORTUNITY? Lead RBC’s mission-critical Access Network Operations across all branches, campuses, remote home office, ATM networks, global WIFI infrastructure, and global SD-WAN deployment for branch-to-headend and global WAN connectivity. You’ll drive operational excellence and modernization by championing Site Reliability Engineering practices, automation initiatives, and AI-assisted operations. Manage resilience gaps, conduct major post-incident follow-ups, and balance immediate operational stability with long-term technology support innovation, reducing manual work and accelerating response times.

WHAT WILL YOU DO?

• Operational Excellence | Incident – Change - Problem Management Lead day-to-day operations of global access network infrastructure ensuring high availability and adherence to service level agreements. Direct critical incident management including triage, root cause analysis, stakeholder escalation and communication for infrastructure events affecting customer-facing services and business continuity. Oversee change management processes to ensure smooth implementation of network changes, migrations and technology refreshes with minimal business disruption. Conduct post-incident reviews and problem management activities to identify resilience gaps, drive chronic issue resolution and implement preventive measures.
• Team Leadership & Development Lead and mentor ~15 person technical operations team (Senior Network Analysts), providing coaching, performance development and succession planning to build team capability. Foster a culture of continuous learning, technical excellence and operational accountability; ensure team capacity and skills align with evolving infrastructure demands. Participate in cross-training initiatives and represent the team in vendor calls, implementation planning meetings and strategic technology discussions.
• Modernization, Automation & AI Enablement Champion Site Reliability Engineering (SRE) transformation and automation initiatives to drive adoption of automation, improved observability, pro-active incident detection and remediation and AI-assisted operations. Identify and prioritize automation opportunities within incident response, monitoring, alerting, and routine operational tasks to reduce manual effort and accelerate resolution times. Partner with engineering and technology teams to evaluate and integrate emerging technologies into access network operations. Develop and maintain standardization initiatives, runbooks and documentation to ensure consistency and repeatability across global operations.
• Strategic Planning & Cross-Functional Collaboration Develop operational strategies aligned with modernization priorities and business objectives; participate in planning for major network refreshes, SD-WAN expansion, and infrastructure upgrades. Partner cross-functionally with network engineering, integration and business technology teams to ensure seamless integration of new platforms and technologies. Represent access network operations in executive discussions; communicate operational metrics, risks and transformation progress to leadership.

WHAT DO YOU NEED TO SUCCEED?

• Must have: 6-8 years of enterprise network operations experience, with 2-4 years in leadership or senior technical management capacity. Proven track record driving technology modernization and automation initiatives, including experience with infrastructure automation, orchestration platforms, or emerging operational technologies such as AI-assisted operations. Strong Site Reliability Engineering foundation understanding runbooks, automation, observability, and metrics-driven operations as core operational principles. Hands-on knowledge of access network infrastructure including branch/campus routing and switching, SD-WAN, remote access/NAC, global WIFI, and ATM networks. Strong incident management background managing critical incident workflows, conducting root cause analysis, and communicating effectively during high-pressure situations. Proven experience managing 15+ person technical operations teams with accountability for service level agreements, metrics, and business deliverables.
• Nice-to-have: CCNP, CISSP, or other relevant network certifications. Familiarity with automation/scripting languages. Hands-on experience with orchestration platforms, AI agents, or intelligent alerting systems. Background leading cross-functional digital transformation or infrastructure modernization programs.

What’s in it for you? We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual. A comprehensive Total Rewards Program including competitive compensation, bonuses, and flexible benefits. Continued opportunities for career advancement. World-class sales training, coaching, and development opportunities. Support from a dynamic, collaborative, progressive, and high performing team, as well as world-class tools and training. Opportunity to achieve great success and grow your career with RBC.