Manager, Application Support

Responsibilities

• Develop and adhere to service level agreements (SLA’s) for Roadside and Travel requests
• Assess and support existing production systems and applications and give recommendations on how to maximize productivity by upgrading to newer and more robust technology solutions
• Develop guidelines and framework for vendor engagement to configure new systems and resolve production issues
• Lead and mentor a team of system analysts by providing goals, performance assessments and coaching to increase their level of expertise
• Lead major incidents by coordinating, communicating, and cooperating with various IT and Business teams
• Manage communications with vendors as part of incident management and implementations from an application support standpoint
• Manage the on‑call rotation schedule and serve as third‑level escalation for Pager Duty alerts across all Roadside/Travel production systems
• Manage and configure the production systems and maintain the systems’ integrity
• Communicate and cooperate with IT stakeholders to ensure the production systems are well maintained
• Communicate and cooperate with Roadside/Travel business stakeholders on maintenance activities and service outages
• Create and publish reports on production systems’ statistics
• Application Support follows industry standards and meets the needs of all stakeholders as part of the SDLC
• Support Roadside project work by participating in project meetings and providing system‑related insights towards new initiatives
• Participate in major project deployments to assist with executing on deployment steps, monitoring and/or testing
• Collaborate with Product Management, Dev Ops, Digital Integrations and Network Operations teams on roadmap planning, platform modernization, and cross‑functional initiatives

• Degree or diploma in Computer Science, Information Technology, or a related field; or equivalent in experience
• Must have 5+ years of experience as part of an application support team
• Practical experience with Windows Server, SQL Server, Tomcat, IIS and modern container platforms (Open Shift). Exposure to Java application ecosystems is an asset
• Familiarity with monitoring and observability platforms (Dynatrace, Grafana, Pager Duty)
• Familiarity with ITSM tools (Cherwell, Halo) and ITIL practices
• Familiarity with Computer Aided Dispatch (CAD) and/or travel booking systems is an asset
• Experience with mobile application support (iOS/Android) is an asset
• Experience managing on‑call rotation and leading major incident responses
• Demonstrated ability to create and maintain SOPs and operational documentation (Confluence)
• Strong written and oral communication skills

• Work‑life harmony with access to an award‑winning holistic wellness program
• Continuous learning through our robust corporate curriculum and education reimbursement program
• Incredible rewards, travel incentives, and product and service discounts
• Pay‑for‑performance and best‑in‑class recognition programs
• Competitive benefits that include a defined contribution plan, personal spending account, and so much more

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.