Production Support Manager

We are seeking to recruit a Production Support Manager for one of our clients in the Financial Services Sector.

The selected candidate will be responsible to serve as the primary escalation point of contract for critical outages and defects affecting internal and external users, with responsibility for driving root cause identification of incidents to minimise service interruptions and improve stability and availability of applications for our customers as well as owing the Service Management documentation process, the Operations Procedures and the audit processes.



What is excepted of you?

Governance and ownership of problem management and Incident management for documentation, reporting (operationally and internal risk reporting) and closing out within SLA timeframes.

Participate in charge & release meetings with clients as well as internal/ external system groups

Conduct operational readiness analysis for projects, identify and analyse risks and recommend mitigations for changes

Liaise with other departments to improve stability of production systems and cross-functional teams under a matrix management structure to address and resolve complex incidents and problems

Help escalate service ticket resolutions for business users, management, vendors and clients as needed

Develop and perform analysis of trending reports and metrics to proactively prevent outages and deliver solutions

Co-ordinate and drive planning, design, testing and maintenance of IT recovery plans for both sites, ensuring plans are understood by IT and business staff

Liaise with departments to ensure proper planning and testing including the identification of key business processes and assessment of risks, of availability, integrity and confidentiality of those systems

Manage audits, including SSAE to include overseeing the process with third party audit firm

Work with the data privacy team to coordinate data privacy related projects across the group, ensuring responsible parties in operations, IT and compliance properly document procedures, undertake related activities and close out action items

Draft and ensuring Operations Procedures Manuals are kept up to date and formally approved an annual basis, for each client

What are expected to bring?

Bachelor degree in computer science or equivalent is an asset

Good experience in technical support and with incident management

Good working knowledge of Jira and Jira Service Desk would be an asset

Experience managing operational metrics (MTTR etc) to establish clearly defined direction of improvement

Work knowledge of Jira and Jira Service Desk would be an asset

Prior experience leading or supporting the DR/BCP process and documenting/updating business impact assessments

Experience in implementing or supporting monitoring strategies, tools and procedures

What are expected to bring?

Bachelor degree in computer science or equivalent is an asset

Good experience in technical support and with incident management

Good working knowledge of Jira and Jira Service Desk would be an asset

Experience managing operational metrics (MTTR etc) to establish clearly defined direction of improvement

Work knowledge of Jira and Jira Service Desk would be an asset

Prior experience leading or supporting the DR/BCP process and documenting/updating business impact assessments

Experience in implementing or supporting monitoring strategies, tools and procedures