Senior Manager Application Support - GFT Vancouver
Required skills
7+ years of experience managing an application support organization, Experience working with vendors - both onshore and offshore resource, Experience with different technologies and distributed systems and workflows, Ability to identify, institute process improvement and effectively apply application efficiency and effectiveness, Exceptional relationship-building skills, Strong analytical and problem-solving skills
Preferred skills
Experience with AI Tools, Experience with ServiceNow or other ticketing tools, Understanding of SRE concepts and application to real world use cases
Technologies
Finance applications, ServiceNow, AI/generative AI tools
Responsibilities
Manages production support activities for all Finance applications including troubleshooting, incident and problem management, risk and audit responses, disaster recovery testing and introducing automation as part of continual improvement program using AI, Ensure operational excellence by maintaining stringent SLAs, monitoring application health metrics (availability, response time, error rates), and escalating critical incidents to senior management, Manage global support teams across Level 2 and Level 3 support, spanning multiple geographies and time zones with 24/7 coverage and lead incident resolution for complex production issues, Lead disaster recovery drills and tabletop exercises with cross-functional teams, Implement monitoring, logging, and tracing frameworks to establish end-to-end observability across applications, Mentor teams on SRE mindset, shifting from reactive to proactive incident management and building reliability into application design while evaluating and integrating AI/generative AI tools for intelligent incident management, Communicate proactively with business leaders about application health, upcoming maintenance, and risks, Work with Audit, Risk, and Compliance teams to ensure all applications meet regulatory requirements (e.g., SOX, OSFI, financial reporting standards)
Seniority
Senior Manager
Domain
Finance
