Manager, Application Support

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Trans Mountain Corporation operates Canada’s only pipeline system transporting oil products to the West Coast. We deliver approximately 890,000 barrels of petroleum products each day through a dual pipeline system of more than 1,150 kilometres of pipeline in Alberta, British Columbia and Washington state.

Trans Mountain also operates a state‑of‑the‑art loading facility, Westridge Marine Terminal, with three berths providing tidewater access to global markets. As a federal Crown corporation, Trans Mountain continues to build on more than 70 years of experience delivering operational and safety excellence through our crude oil pipeline system. With our expanded pipeline system now in place, Trans Mountain provides enhanced direct access for Canadian crude oil to world markets. The expansion realizes a world‑class system for oil transport, developed to Canada’s high standards within one of the most stringent regulatory regimes in the world, creating long‑term economic benefits, enhanced marine protection, enhanced safety and emergency management capabilities, and enhanced skilled‑worker capacity building in communities and Indigenous groups.

Our Core Values

Trans Mountain’s core values – Safety, Integrity, Respect and Excellence – guide our every step. Each obstacle we’ve overcome or success we’ve experienced has been the result of a shared commitment to living these values every day. Together, we’re focused on doing the right thing for each other and our communities. If you are looking for an opportunity to apply your strengths in an environment that encourages Safety, Integrity, Respect, and Excellence, we invite you to explore this opportunity with us

Location:
Calgary Head Office

Department: IT Solutions Delivery & Support

Reports to: Director, Solutions Delivery & Support

Worker Type: Employee

Schedule Type: Full-time

Work Setting: In-office

Trans Mountain is seeking a collaborative, motivated, and values‑driven individual to join our dynamic team as Manager, Application Support. In this position, you will play a key role in overseeing the support and maintenance of business‑critical applications, ensuring reliable performance, timely issue resolution, and a high standard of service for end users. The successful candidate will demonstrate expertise in application support, team leadership, stakeholder collaboration, and driving improvements in application reliability and user experience.

Key Responsibilities

• Manage day-to-day operations for application support, including incident, problem, request and change management, troubleshooting, and root cause analysis ; serve as the escalation point for complex technical issues and ensure timely resolution .
• Establish and monitor service level agreements and key performance indicators ; lead major incident response and post‑incident reviews to improve restoration times, reduce unresolved ticket aging, and prevent recurring priority incidents.
• Manage third‑party support engagements against contracted scope and service levels, address vendor performance issues, validate invoices and consumption against statements of work, contribute to scope, pricing, and renewal decisions, and prepare monthly vendor scorecards covering trends, risks, and improvement opportunities.
• Manage the application support budget within the approved financial envelope, forecast and explain variances, and identify cost‑optimization opportunities across licensing, vendors, and support models; maintain employee and contractor resourcing, requisition, and purchase order plans in coordination with IT Project Controls.
• Prepare monthly service performance reports covering ticket volume, aging, recurring issues, stakeholder satisfaction, trends, risks, and improvement opportunities; communicate regularly with stakeholders on application performance, incidents, and planned changes.
• Drive process improvement, automation, self‑service, and shift‑left initiatives to enhance support efficiency and reduce ticket volume ; develop and maintain the application support roadmap and improvement backlog, prioritizing initiatives based on business needs, risk, and value.
• Partner with delivery and project teams on transition‑to‑support activities, define acceptance criteria, and provide final sign‑off for new applications entering operational support.
• Lead, coach, and develop the application support team; maintain coverage, on‑call, onboarding, offboarding, and knowledge‑transfer plans.
• Collaborate with IT, development, and business teams to coordinate application upgrades, patching, and change management ; ensure compliance with security policies, data protection requirements, and IT general controls, including access reviews, segregation of duties, evidence retention, audit an