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 recent 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

📌 Manager, Application Support (Vaughan)
🏢 Confidential
📍 Vaughan