Manager, Application Support

CAA Club Group•Markham, ON

6d•Hybrid

About The Position

At CAA Club Group, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. As a trusted Member-based organization, we provide products and services that are essential to Members’ safety and peace of mind. With over 2.6 million Members across Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for our Members. CAA Club Group is a member of the CAA Club Group of Companies. Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion! At CCG, we are committed to delivering an exceptional Associate experience. We offer: 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, and Competitive benefits that include a defined contribution plan, personal spending account, and so much more. Join our growing team where everyone belongs!

Requirements

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 (OpenShift).
Familiarity with monitoring and observability platforms (Dynatrace, Grafana, PagerDuty)
Familiarity with ITSM tools (Cherwell, Halo) and ITIL practices
Experience managing on-call rotation and leading major incident responses
Demonstrated ability to create and maintain SOPs and operational documentation (Confluence)
Excellent customer service skills
Strong written and oral communication skills
Positive attitude

Nice To Haves

Exposure to Java application ecosystems is an asset
Familiarity with Computer Aided Dispatch (CAD) and/or travel booking systems is an asset
Experience with mobile application support (iOS/Android) is an asset

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 PagerDuty 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 make sure 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, DevOps, Digital Integrations and Network Operations teams on roadmap planning, platform modernization, and cross-functional initiatives