Production Support Manager

Job Title:
Production Support Manager

Location:
Vancouver, BC

Employer:
Intellect Design Arena (Full-Time)

Role Summary

The Production Support Manager is a highly capable Hybrid Technical Role—a decisive and seasoned individual who serves as the ultimate operational backbone and key bridge between Intellect Design’s engineering teams and Vancity’s business and leadership stakeholders. This role combines deep, proactive technical reliability engineering skills (SRE mindset) with exceptional client management and crisis communication abilities. Your mandate is to champion maximum stability, performance, and continuous improvement across Vancity’s critical banking and digital platforms, ensuring service excellence and managing all high-stakes client communications.

Key Responsibilities

Production Support & Operations

• Take ownership of production support for Vancity applications and digital banking platforms.
• Ensure high availability, optimal performance, and reliability in line with stringent SLAs.
• Monitor system health proactively, resolving technical issues before they impact business operations.
• Oversee daily operations: batch jobs, integrations, workflows, and payment/banking transactions.
• Analyze operational performance and produce actionable reports; recommend improvements for efficiency and service quality.

Incident & Problem Management

• Lead rapid triage and coordinated resolution of production incidents (P1–P4).
• Serve as Incident Manager for critical outages; coordinate cross-functional teams and external vendors to restore services quickly.
• Implement incident management processes, ensuring resolution is completed within SLAs and all communications/postmortems are documented and delivered.
• Conduct root cause analysis (RCA) and ensure preventive actions are applied to avoid repeat incidents.

Client & Stakeholder Engagement

• Act as primary point of contact for Vancity leadership, business operations, clients, and third-party partners during production issues and service changes.
• Provide clear updates on system status, business impacts, incidents, and continuous improvement initiatives.
• Establish and grow key relationships with Vancity, credit unions, vendors, suppliers, and system providers, ensuring service issues and complaints are resolved efficiently.
• Explain complex technical architectures, in-depth RCA findings, and service stability data clearly and concisely for client leadership and external partners, ensuring all stakeholders understand technical impacts and solutions.

Service Delivery & Continuous Improvement

• Drive enhancements to monitoring, alerting, automation, and operational processes.
• Establish, refine, and enforce robust support procedures, runbooks, and knowledgebase tailored for Vancity.
• Identify operational trends and propose changes to maximize business value and process efficiency.
• Lead and deliver change management initiatives to improve production support models.
• Support release management, ensuring seamless and predictable deployments.
• Design, implement, and maintain real-time observability dashboards, alerts, and key performance indicators (KPIs) to provide deep, proactive insight into system health and reliability.

Leadership

• Manage workload prioritization, escalation handling, and resource allocation.
• Foster a culture of accountability, responsiveness, urgency, and continuous learning.

Business & Resource Planning

• Develop mid-range and annual business and resource plans for support operations.
• Participate in unit budget planning, monitor expenditures, and provide feedback to leadership.

Compliance & Governance

• Ensure strict compliance with security, audit, and regulatory requirements relevant to Canadian financial services and credit union operations.
• Support scheduled and ad-hoc audits, providing comprehensive documentation and transparency as needed.
• Notify customers and internal staff of upcoming changes and system incidents, maintaining clear communications.

Qualifications & Experience

• University degree in business, accounting, or computer science (or equivalent discipline).
• 7–10+ years’ experience in production support, IT operations, or application support, preferably within banking, credit…