What is the Job?
The Senior Manager, Application Support is responsible to provide leadership in the provision of application support activities and will lead resources across Application Support as well as DevOps. Responsible to oversee the day-to-day operations of application support activities; ensure applications maintain performance through each of the releases and designated projects are completed with clear hand over and knowledge transfer to his team. Work closely with Application Integration leadership team to stay current on the application roadmap and release schedule. Ensure completeness of problem and impact analysis; review root cause and recommend solutions. Participate in the resolution of application functional and performance issues. This role is also the point of contact for multiple internal and external stakeholders through the BAU process and must be able to translate requirements from both internal business and technology stakeholders and into release plans through formalized prioritization, negotiation and planning processes.
What you’ll get to do?
Lead the team in establishing strong production support practice for our digital applications
Lead the process in defining the BAU release plans for digital products by working closely with a cross section of IT teams (Integration, Infrastructure, Architecture, Security) and EPMO Business Relationship Partners to understand operational and technical priorities
Provide effective coaching, mentoring and performance management, including goal and expectation setting, regular feedback and development support
Responsible for effectiveness of Tier 2 application support, on-call scheduling etc.
Responsible for defining and implementing a process to improve digital application support knowledgebase which will help advance the support function
Provide support for BAU issues, responsible for the quality in the BAU process when production system issues are fixed
Responsible for the creation of incident reports by providing details related to background, member/staff impact, root cause analysis, and remediation plan.
Collaborate with Integration and Infrastructure teams to define Tier 3 escalation process
Responsible for keeping key business stakeholders (IRT, senior management) informed of all incidents.
Provide support for ERT issues, assists in the ERT process when production system issues occur. May be recalled to work at any time in emergency situations.
Point of contact for all digital production incidents and escalation point for ERT issues for coordination.
Establish productive relationships with Management, support staff, business stakeholders, external vendors and consultants to accomplish business results for both BAU and production support.
Responsible for mobilizing a strong support team in resolving critical application issues.
Responsible for building a strong team to handle activities such as defect fixing, minor enhancements, product upgrades, production release, on-call support etc.
Who are we looking for?
Minimum 7 – 9 Years of Job Related Experience
A minimum of 5 years of management experience in a software development/support environment. Familiarity with the financial service industry is highly desirable.
Bachelor's Degree or a diploma requiring 3 - 4 years of full-time study.
Bachelor's degree in a technical field (such as Computer Science or Software Development) preferred. An equivalent combination of education and experiences will also be considered.
Advanced experience of delivering services within an SLA framework.
Expert understanding and experience in production support, application/service monitoring and alerting, software development, security and database design.
Advanced knowledge of system and software lifecycle concepts and processes.
Advanced knowledge of change, release and configuration management concepts and processes.
Solid experience in product release planning involving many business and technology stakeholders.
Solid knowledge and experience with Waterfall and Agile methodology.
Advanced analytical skills with the ability to understand the commonality between different requests from internal stakeholders and which requests align with strategic goals.
Advanced ability to exercise good judgment through the ability to understand and minimize the level of risk imposed by solutions.
Strong business acumen with focus on the customer both internal and external.
Advanced understanding of the SDLC an asset.
Solid technical experience in API development, Microservices, Mulesoft and AWS.
Solid working knowledge of tools such as Jira, Git, Selenium, HP ALM as well as various monitoring and alerting tools.
Excellent communication (oral, written and active listening) and interpersonal skills. Strong negotiator who drives consensus.
Advanced organizational and planning skills.
Advanced ability to report team status, testing metrics and handle escalations.
Advanced time management and organizational skills with the ability to work with changing priorities and tight timelines.
Advanced attention to detail and accuracy with superior problem solving and troubleshooting skills.
Advanced ability to work with minimal direction, to inspire and support team members.
Proven track record as an advanced coach and mentor
Must be able to communicate with all areas of the company and at all levels; comfortable switching between business and technology
At Coast Capital, we value diversity, equity and inclusion. We’re not all the same and we like it that way. We don’t just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe, the more inclusive we are, the better our work will be.
Why join Coast Capital Savings?
Purpose is our North Star. We look at everything through our purpose. It informs the advice we provide our members, the experiences and products we create, and the programs we build to support our employees and communities.
Committed to inclusion and engagement. We have an ongoing focus on equity, diversity, and inclusion and routinely track how we’re doing, and what we need to do to keep improving. We foster a culture where everyone can feel safe to be who they really are and thrive.
A career that grows with you. We believe in developing our people and promoting from within. Many employees have spent decades, and sometimes their entire careers, with Coast Capital and have progressed from the frontlines to senior leadership.
Work where you’re most effective. In 2020 the world changed, and that includes how we work. In response to COVID-19 we launched myWork, which gives employees flexibility in where they work based on the nature of their role.
Benefits that flex to the needs of you and your family. We offer comprehensive, customizable benefits for you and your family, so you can choose what fits best for you and your lifestyle.
Retirement options. We also take care of our employees once they retire. That’s why we offer the choice of a defined contribution or defined benefit pension plan or RSP’s.
Mortgage and auto financing benefits. Employees save thousands on their mortgages and auto loans with best-in-category benefits.
Real Recognition. We recognize excellence throughout the year, through an online community that lets employees give kudos and thanks throughout the year. We’re human, which means we like to have fun with events, celebrations, and recognition throughout the year.
An award winning culture. We’re a Platinum member of Canada’s Best Managed Companies and are regularly recognized by Canada’s Most Admired Corporate Cultures and the BC Top Employers Awards.
We reinvest 10% back into the community. When we do well, our communities do well. That’s why since 2000 we’ve invested over $90 million into our member’s communities.
Double your impact. Through our employee volunteer program, Coast Capital donates $10 for every hour you volunteer to a Canadian charity or non-profit of your choice.
At Coast Capital, we value diversity, equity and inclusion. We’re not all the same and we like it that way. We don’t just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.