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 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

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). Exposure to Java application ecosystems is an asset
• Familiarity with monitoring and observability platforms (Dynatrace, Grafana, PagerDuty)
• 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)
• Excellent customer service skills
• Strong written and oral communication skills
• Positive attitude

MPI does not discriminate on the basis of race, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, or based on an individual's status in any group or class otherwise protected under applicable human rights legislation. MPI encourages applications from minorities, women, the disabled and all other qualified applicants