ResponsibilitiesDevelop and adhere to service level agreements (SLA's) for Roadside and Travel requestsAssess and support existing production systems and applications and give recommendations on how to maximize productivity by upgrading to newer and more robust technology solutionsDevelop guidelines and framework for vendor engagement to configure new systems and resolve production issuesLead and mentor a team of system analysts by providing goals, performance assessments and coaching to increase their level of expertiseLead major incidents by coordinating, communicating, and cooperating with various IT and Business teamsManage communications with vendors as part of incident management and implementations from an application support standpointManage the on‐call rotation schedule and serve as third‐level escalation for PagerDuty alerts across all Roadside/Travel production systemsManage and configure the production systems and maintain the systems' integrityCommunicate and cooperate with IT stakeholders to ensure the production systems are well maintainedCommunicate and cooperate with Roadside/Travel business stakeholders on maintenance activities and service outagesCreate and publish reports on production systems' statisticsApplication Support follows industry standards and meets the needs of all stakeholders as part of the SDLCSupport Roadside project work by participating in project meetings and providing system‐related insights towards new initiativesParticipate in major project deployments to assist with executing on deployment steps, monitoring and/or testingCollaborate with Product Management, DevOps, Digital Integrations and Network Operations teams on roadmap planning, platform modernization,



and cross‐functional initiativesQualificationsDegree or diploma in Computer Science, Information Technology, or a related field; or equivalent in experienceMust have 5+ years of experience as part of an application support teamPractical experience with Windows Server, SQL Server, Tomcat, IIS and contemporary container platforms (OpenShift). Exposure to Java application ecosystems is an assetFamiliarity with monitoring and observability platforms (Dynatrace, Grafana, PagerDuty)Familiarity with ITSM tools (Cherwell, Halo) and ITIL practicesFamiliarity with Computer Aided Dispatch (CAD) and/or travel booking systems is an assetExperience with mobile application support (iOS/Android) is an assetExperience managing on‐call rotation and leading major incident responsesDemonstrated ability to create and maintain SOPs and operational documentation (Confluence)Strong written and oral communication skillsBenefitsWork‐life harmony with access to an award‐winning holistic wellness programContinuous learning through our robust corporate curriculum and education reimbursement programIncredible rewards, travel incentives, and product and service discountsPay‐for‐performance and best‐in‐class recognition programsCompetitive benefits that include a defined contribution plan, personal spending account, and so much moreEqual Opportunity EmploymentWe 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.

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