Technology Infrastructure and Systems Technician - Waterloo




This position is a hands-on role that leads the required maintenance, troubleshooting and upgrading of critical Information Technology systems infrastructure within Keolis Grand River environment. This includes IT control systems, databases, servers and networking equipment that enable the day to day operation of the ION Light Rail Transit system including IT systems involved in the operation of Light Rail Vehicles. This position will work with external vendors, consultants, the corporate IT team and other internal stakeholders to ensure our IT infrastructure is functioning properly and up to appropriate standards. This role is also the owner of the infrastructure portion of the cyber security strategy and the local IT business continuity plan.



Lead the maintenance, troubleshooting and upgrading of critical technology infrastructure systems

  • Lead the Infrastructure Maintenance staff and/or direct and manage subcontractors in the development, modification, inspection, maintenance, repair and update of electronic, data, communication and IT systems and components on-site and off-site, including but not limited to servers, hardware, cabling, connections, and performance and protection elements
  • First point of contact for troubleshooting issues relating to critical technology infrastructure including the phone system, internal network or critical systems
  • Ensures documentation related to local technology infrastructure is up to date, including phone system, information network and internal network
  • Work with Corporate IT to ensure correct local technology infrastructure meets corporate standards
  • Establish and maintain collaborative working relationships across Keolis and with all relevant stakeholders, including subcontractors, as a change agent to promote quality programs and the instilling of a quality culture
  • Prepare written reports, plans, documentation, and updates as needed or contractually required, and ensure timely and accurate completion of maintenance records in the Maintenance Management System
  • Collaborate with the Procurement team for the material and services required based on anticipated needs, project terms and milestones
  • Assist with costing estimates, forecasts and relevant input to operating and capital budgeting processes
  • Performs other related duties as assigned

Lead the local technology infrastructure Cyber Security and IT Business Continuity programs

  • Ensures local technology systems are compliant with Corporate IT security policies
  • Owner for Keolis Grand River’s Cyber Security program including managing the annual external cyber security review, ensuring compliance with contractual requirements, and ensuring recommendations are followed up on and implemented
  • Owner for Keolis Grand River’s IT Business Continuity Plan, including yearly updates and ensuring compliance with contractual obligations
  • Ensuring IT business continuity practices are appropriate including backups and redundancies
  • Conduct annual IT business continuity testing
  • Other tasks related to cyber security and IT business continuity as required



  • Knowledge of IT principles, concepts and methods, system testing evaluation and troubleshooting principles, methods and tools
  • High level understanding of technology infrastructure, security concepts and platforms
  • Strong background of information networking technologies and standards
  • Good cyber security knowledge such as firewall configuration, redundancy strategies and access security policies
  • Strong analytical and problem-solving skills
  • Self-starter who can interact well with Corporate IT team, Operations and Commercial teams
  • Excellent English verbal and written communication skills



  • Bachelor’s degree or equivalent in Computer Science, Computer or Electrical Engineering preferred. Diploma in a Computer or Engineering discipline may also be acceptable with relevant experience
  • 5-7 years of experience working with IT infrastructure, networks, servers, VOIP based phone systems, other complex systems
  • Experience in a complex operational network environment
  • Experience managing consultants and vendors
  • Experience with critical infrastructure and assets
  • Relevant industry certifications an asset (CCNA, CISSP, Comptia Network+, Security+, Microsoft Certifications)


  • Not a remote position
  • Ability to make field visits
  • Ability to maintain situational awareness in active railway operations and repair facilities
  • Ability to lead meetings and make presentations

Job Types: Full-time, Permanent

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