Manager, Production Support

2 weeks ago

Toronto, Ontario, Canada EQ Bank | Equitable Bank Full time

Join a Challenger
Being a traditional bank just isn't our thing.

We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what's possible in banking.

Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you're not afraid of taking on big challenges and redefining the future, you belong with us. You'll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing) family.

Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada's Challenger Bank, and have been around for more than 50 years.

Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 5 million members.

Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives.

Our EQ Bank platform ) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.

Purpose of Job

One of our goals is to fail small and learn fast.

The role will focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient.

The Manager, Incident is accountable for tracking and managing the restoration and communication of incidents with pace.

The role is responsible for managing the processes, guidelines and tools related to Major and other high priority Incidents, performing Root Cause Analysis, and proactively enhancing related tools and processes for monitoring and alerting.

The role is also responsible for managing the lifecycle of Problems, with the aim of preventing incidents from happening or reoccurring.

The Incident and Problem Manager will establish service level objectives, indicators and agreements (SLOs, SLIs and SLAs) for critical systems and channels, including championing automated monitoring and data aggregating to streamline reporting of metrics.


Main Activities:

  • Provide guidance and support for the Incident Management team during critical or major incidents, in a 24x7 environment, where strong leadership is crucial to driving a fast and successful resolution. Act as point of escalation for major incidents.
  • Initiate a Service Excellence (continuous improvement) program that focuses on identifying and reducing technology irritants for our customers and business partners
  • Ensure successful and timely restoration services of major incidents
  • Establish and maintain timely communications with all stakeholders to ensure they are informed of service status
  • Manage stakeholder expectations and update people on progress or slippages
  • Host both technical and managerial conference calls, and facilitate effective incident management throughout the incident lifecycle
  • Spinup command centres (virtual/physical) as needed based on priority of incidents, including calltree escalations to Level 2 / 3 experts as needed
  • Own the creation and distribution of succinct communications on command centre progress and activities, for both frontline technical staff and executive leaders
  • Coordinate / facilitate escalations through internal and supplier teams as needed to heighten visibility and engagement
  • Maintain accurate records of incidents
  • Accountable for gathering required information from business and technology to enable effective Root Cause Analysis
  • Produce and maintain Executive level reporting of incidents, including number of customers impacted and restoration timing
  • Minimize and mitigate businessimpacting incidents through controlled problem identification and responsive / proactive service improvement plans
  • Identify the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround
  • Ensure that after a successful Problem solution the Problem Record contains a full historical description, and that related Known Error Records are updated
  • Undertake a review of the resolution of a Problem to prevent reoccurrence and learn any lessons for the future
  • Verify if the Problems marked as closed have been fully resolved
  • Provide extended and offhour support as needed to manage command centres and communications
  • Manage processes to ensure oncall team schedules, systematic calltrees, and distribution lists are accurate and up to date

Knowledge/Skill Requirements:

  • University degree in business administration or a technologyrelated field required, or equivalent work experience
  • Incident and Problem management, Major Incident Response experience preferable, Project Management, Business Process management
  • 10+ years' experience working in Technology, developing, administering

  • Product Support Manager

    3 weeks ago

    Toronto, Ontario, Canada hireVouch Full time

    Our client is an award-winning venture studio team of designers, engineers, and product innovators. In addition to building their own products, they work with global brands and entrepreneurs to create net-new digital products in areas across sports, automotive, healthcare, fitness, and more As a Product Support Manager, you'd be building bridges across...

  • Product Support Manager

    3 weeks ago

    Toronto, Ontario, Canada EightSix Network Inc Full time

    Our client is an award-winning venture studio team of designers, engineers, and product innovators. In addition to building their own products, they work with global brands and entrepreneurs to create net-new digital products in areas across sports, automotive, healthcare, fitness, and more As a Product Support Manager, you'd be building bridges across...

  • Enterprise Regional Sales Manager

    2 weeks ago

    Toronto, Ontario, Canada Radware Bot Manager Full time

    Enterprise Regional Sales Manager - Toronto What is the job: Prospect for new accounts across all verticals of Financial, Ecommerce, EDU, Gaming and Enterprise Farm the regional base of active customers upselling and crossselling. Manage accounts to maintain a strong relationship with Radware and to keep them constantly appraised of Radware capabilities...

  • Production Support Manager

    3 weeks ago

    Toronto, Ontario, Canada Amaze systems Full time

    Role: Production Support ManagerLocation: Toronto, CA/ East coast USA Ability to work in a trade floor, prioritize, and manage user expectations. Experience/knowledge in 'Trade Order Management Solutions (TOMS)' is required for this role. Bloomberg product knowledge is a plus. Proactively monitors system performance, exceptions, and identifies operational...

  • Product Support Manager

    2 weeks ago

    Toronto, Ontario, Canada SMS Equipment Inc. Full time

    At SMS Equipment, reporting to the Regional Manager, the Product Support Manager is responsible for managing the Branch's Parts, Inventory, Warehouse, Shipments, Housekeeping, Service Administration, Warranty, Shop and Field Service operations to meet customer commitments in a safe, efficient and economical manner in accordance with the policies, goals and...

  • Manager, Product Support Marketing

    2 weeks ago

    Toronto, Ontario, Canada Royal Bank of Canada Full time

    Come Work with UsAt RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that...

  • Support Worker

    2 weeks ago

    Toronto, Ontario, Canada Kinnect Support Full time

    Kinnect Support Services is a social services partner that provides trained staff support to various organizations in need of relief staff. Our team offers superior support to Agencies, Organizations, and Institutions that work with adolescents youth, adults, and seniors who experience behavioral, social, emotional, physical, and psychiatric...

  • Lead, Product Marketing

    3 weeks ago

    Toronto, Ontario, Canada Mondelez España Galletas Production SLU Full time

    Budget management exposure Are You Ready to Make It Happen at Mondelēz International? You lead a team of field sales representatives/managers to ensure execution of the sales strategy and achievement of annual KPIs and targets. Manage, develop and motivate the team and work closely with the sales capability team to ensure delivery of training to the team....

  • Developmental Support Worker

    2 weeks ago

    Toronto, Ontario, Canada Kinnect Support Full time

    Developmental Service WorkerLocation: Greater Toronto Area Supportive residential environment for those with Autism, Developmental Delays, Mental Health or behavioral issues. Responsible for engaging those in the residential program as well as some day treatment programing Duties will include daily routines, recreation, behavioral management, and presenting...

  • Mainframe Production Support

    2 weeks ago

    Toronto, Ontario, Canada Capgemini Full time

    Job Title: Mainframe Production Support SpecialistLocation: Toronto, ONEmployment type:FTEJob Summary:We are seeking a skilled Mainframe Production Support Specialist with a minimum of 6 years of experience to join our dynamic team. The ideal candidate will have extensive experience in production support with on-call rotation, IMS, DB2 COBOL modules, and...

  • Product Support Specialist

    2 weeks ago

    Toronto, Ontario, Canada Aquila Software Group Full time

    Who We AreEmphasys Software is the largest full-service provider to serve the public housing, housing finance, and redevelopment marketplace. Across our five divisions, we provide software that modernizes and streamlines complex processes for housing authorities, agencies, lenders, and governments in almost every state. Through our products and services, we...

  • Product Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada Fidelity Investments Full time

    Description Who We Are At Fidelity, we've been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we're constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace...

  • Product Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada Viv Technologies Inc. Full time

    Product Support SpecialistViv TechnologiesAt Viv Technologies, we're passionate about the power of digital transformation done right. That means continuously improving our home care software platform, built specifically for multi-site home care operators. We're proud to support some of North America's biggest home care operators. Together, we help tens of...

  • Product Support Specialist

    2 weeks ago

    Toronto, Ontario, Canada University Health Network Full time

    PRODUCT SUPPORT SPECIALISTJob Posting #:918919Site:Toronto General HospitalDepartment:Materials ManagementReports to:Manager, Materials ManagementHours:37.5 hours per weekSalary:$89,895 to $104,286 annually (commensurate with experience and consistent with UHN compensation policy)Status:Permanent Full-TimePosted Date:May 4, 2023Closing Date:May 18, 2023The...

  • Aws Production Support

    2 weeks ago

    Toronto, Ontario, Canada AstraNorth Full time

    Skills and Responsibilities: Provides production and enduser support and governance for the Home Finance platform and system environment that supports data & control structures (e.g. process controls, user access controls, data integrity controls). Works with stakeholders to resolve issues and provide solutions that ensure service delivery and effectiveness....

  • Product Support Specialist

    2 weeks ago

    Toronto, Ontario, Canada Fidelity Investments Full time

    Job DescriptionWho We AreAt Fidelity, we've been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we're constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in...

  • Product Support Director

    3 weeks ago

    Toronto, Ontario, Canada Oracle Full time $101,200 - $221,000

    Oracle Product Support Director - Payroll Support Madison , Wisconsin Apply Now As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as...

  • Mainframe Production Support

    1 month ago

    Toronto, Ontario, Ontario, Canada Capgemini Full time

    Job Title: Mainframe Production Support SpecialistLocation: Toronto, ONEmployment type: FTEJob Summary:We are seeking a skilled Mainframe Production Support Specialist with a minimum of 6 years of experience to join our dynamic team. The ideal candidate will have extensive experience in production support with on-call rotation, IMS, DB2 COBOL modules, and...

  • Mainframe Production Support

    2 weeks ago

    Toronto, Ontario, Canada Capgemini Full time

    Job Title: Mainframe Production Support Job location: Toronto, ON (Hybrid, 3 days onsite) JOB DESCRIPTION: We are seeking for Mainframe Production Support with experience of COBOL, DB2 and IMS. KEY RESPONSIBILITIES: Continuously monitor mainframe systems and applications to ensure they are running smoothly. Use monitoring tools to detect and...

  • Bsa Production Support

    3 weeks ago

    Toronto, Ontario, Canada Royal Bank of Canada Full time

    Come Work with UsAt RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that...