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 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 current 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

Qualifications

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)

Strong written and oral communication skills

Benefits

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

Equal Opportunity Employment
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.

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📌 Manager, Application Support (Ontario)
🏢 Echelon 56
📍 Ontario