Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Production Support Manager - 12mth Contract

The Marketing and Brand Technology and Implementation Team is looking for a Production Support Manager to lead end-to-end production support, service reliability, and maintenance across Loblaw Brands technology systems. The role is accountable for incident resolution, service stability, data integrity, operational readiness, and continuous improvement, while partnering with technology, business, and vendor teams to minimize business disruption

What makes this opportunity outstanding? At Loblaws Inc., we are committed to crafting a flawless, world-class technology environment. This role offers the chance to work with exceptionally talented teams and collaborate across various functions to ensure our technology systems excel at the highest level. The Production Support Manager will help strengthen service resilience through proactive monitoring, operational discipline, automation, and measurable continuous improvement.

Reporting into the Senior Technology and Implementation Manager, the Production Support Manager will be responsible for:

1.



Oversee daily production support operations for Loblaw Brands Technology Systems; own or coordinate resolution of complex technical issues escalated by business users, prioritizing customer impact and meeting agreed SLAs
2. Lead major/critical incident response, including triage, incident command, stakeholder communications, escalation, service restoration, and post-incident follow-up.
3. Collaborate with vendors, application teams, infrastructure, data, security, and business partners to diagnose and resolve incidents while minimizing business impact.
4. Facilitate technical troubleshooting and major incident calls, engaging the right teams at the right time and maintaining clear incident timelines, decisions, actions, and owners.
5. Drive problem management and root cause analysis for recurring and major incidents; ensure corrective and preventive actions are prioritized, tracked, and completed to reduce recurrence.
6. Ensure production releases, deployments, hotfixes, and change activities are operationally ready, appropriately tested, communicated, and validated after implementation.
7. Partner with Loblaw technology and cross-functional teams on enterprise-level projects to define support readiness, monitoring, documentation, support processes, and transition-to-production requirements.
8. Establish and monitor operational metrics such as SLA compliance, service availability,



incident volume, backlog health, recurrence, and aging; use trends to drive service improvements.
9. Develop a culture of continuous improvement through coaching, mentoring, runbooks, knowledge management, automation, and standardization of support practices.
10. Act as a project lead on technology enhancement projects, driving scope, planning, execution, and cross-functional coordination to deliver improvements across Loblaw Brands technology systems.

Requirements:

1. Bachelor’s degree or College diploma in Information Systems, Computer Science, Technology, or a related field.
2. Minimum 5 years of experience in production support, application support, IT operations, or a similar role in a multi-system enterprise environment.
3. Demonstrated experience leading production incidents, customer/business escalations, and issue resolution in a service-oriented environment.
4. Experience with IT service management practices, including Incident, Problem, Change, and Release Management.
5. Solid knowledge of enterprise application platforms, including SAP; FileMaker Pro experience, SNOW ticket system remains an asset where relevant to the supported environment.
6. Strong technical expertise in SQL, data analysis, database concepts, and Microsoft applications, particularly Excel; experience with service-management or collaboration tools is an asset.
7. Understanding of application integrations, APIs, batch processing, networking, infrastructure dependencies, and cloud-based environments sufficient to troubleshoot production issues across systems.
8. Solid written and verbal communication skills across all levels, including senior leadership,

📌 Manager, Brand Technology Production Support (Brampton)
🏢 Loblaw
📍 Brampton