Careers with Ethoca

At Ethoca, you’re applying for much more than a job. Where else are you going to get the opportunity to work with the most committed group of ecommerce business and technology innovators who are transforming the industry. We want the bold. We demand the best. And we’re committed to giving you the opportunity to make the contribution only you can make. Ethoca is a place where risk-takers thrive, where thought leaders excel and where challengers make us better. If you’re up to that challenge, find the role that’s made for you and let’s get started. The clock is ticking!

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Production Operations Manager

Posted: October 8, 2015

Type: Full-time

Location: Toronto, ON

About Ethoca

Ethoca is proving that ecommerce should be about one thing: commerce. Fraud and chargebacks disrupt the entire ecommerce payments ecosystem, driving both card issuers and merchants to focus on resolving disputes instead of increasing card acceptance and revenue. Ethoca’s suite of card acceptance and fraud mitigation services changes all that.

Before Ethoca’s flagship service – Ethoca Alerts – every day merchants and issuers would identify thousands of confirmed or suspected fraudulent transactions in isolation. They had no way of bridging this costly – and completely avoidable – divide. When Ethoca introduced Ethoca Alerts in 2010, it revolutionized the industry’s approach to fighting ecommerce fraud. Ethoca Alerts closes the information gap between card issuers and merchants, giving merchants unprecedented direct access to issuers’ cardholder-confirmed fraud intelligence. As part of Ethoca’s collaboration-based network, for the first time merchant businesses have a window of opportunity to act on fraud that has already been confirmed by Ethoca’s global network of card issuers. Beyond Ethoca Alerts, the company is moving quickly to bring a new generation of services to market focused on card acceptance, including Order Rescue.

Ethoca was founded in 2005, with headquarters in Toronto, and offices in Austin and London. Nine of the top ten ecommerce brands, three of the top four U.S. card issuers, two of the top five UK card issuers and more than 1,100 ecommerce businesses around the world rely on Ethoca solutions and the network that powers them.



To support our continued growth and success, we are seeking a Production Operations Manager. This role will report to the Director IT Operations and will work closely with the architectural, development & operational teams in the reliable, secure delivery of Ethoca’s services. This role will focus on Ethoca’s scalability, security, availability and performance.

The ideal candidate will have a proven track record of managing teams operating Software as a Service (SaaS) platforms in a production environment, ideally within the ecommerce space. They will possess a wide variety of technical experience covering areas such as systems administration, networking, storage, security, virtualization and software deployment.

Your Challenge:

Production Systems

  • Manage Changes, Problems and Incidents
  • Manage scalability, performance, security and availability
  • Monitoring, SLA reporting and metrics
  • Documentation and design
  • Capacity and maintenance planning
  • License management

Leadership and Team Management

  • Scale and maintain a high performing team
  • Hands-on as needed
  • Manage training and career development for direct reports
  • Communicate priorities and objectives clearly and effectively

Project Delivery

  • Project management of IT Operations projects with focus on scope, schedule and budget targets
  • Report on project status

Vendor and Asset Management

  • Maintain positive relationships with 3rd party contractors, suppliers & service providers
  • Evaluate and negotiate purchases
  • Procurement and inventory management
  • Vendor performance management

Policy and Process

  • Enable PCI DSS compliance and security controls, including support during audits
  • Ensure adherence to company policy and process
  • Establish processes to drive positive change

Here’s What You Offer:

  • 2+ years of direct management experience in a technology company (ideally e-commerce SaaS)
  • 7+ years of hands-on technical experience
  • BS degree in Computer Science, Engineering, MIS or equivalent experience
  • Experience with a wide variety of technologies
  • Experience with the operation of highly available software systems
  • Expert problem solver, you have x-ray vision
  • Desire to automate everything, automate anything
  • Cool under pressure

What Sets You Apart:

  • MBA
  • Experience with DevOps practices
  • Systems architecture and design experience
  • Software development education or experience
  • PCI-DSS or similar experience (ex. financial/government/healthcare)
  • ITIL, GCIH, PCI or similar certifications

Please forward your resume and a covering letter to with “Lead Production and Operations Engineer” in the subject line. We will only be contacting those individuals who we believe are the best potential fit with our requirements.

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