Lead, Release and Production Support

2 weeks ago

Waterloo, Canada Equitable Life of Canada Full time

At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join Equitable Life today.

**Position Title**: Team Lead, Release And Production Support - IT Individual Insurance

**Reports To**: AVP, Individual Insurance IT

**Department**: IT Individual Insurance

**Term**: Permanent, Full-Time

**Work Arrangements**: We are currently working remotely, and we will be moving to a hybrid model when our office renovation is complete (approximately September 2023), coming into the office a minimum of 2 days per week, every other week on designated days.

**The Opportunity**: At Equitable Life of Canada, we believe that your work life is not just about performing a job; it is about being part of a workplace. A place that helps you grow and reach your full potential. Within our friendly and collaborative work environment, you will work with employees who are passionate about delivering great service and who are dedicated, motivated and responsive to our clients. If this sounds like you, come join Equitable Life today.

A healthy production environment is a key foundation to our success. With security/privacy incidents in the industry rising, the planned volumes of business and a need to maximize our system performance, we are looking for someone that can take ownership of their outcomes and drive a backlog to keep a close watch on the health of our production environments and increase the performance of our infrastructure. With ownership of our production environment, you will work closely with the Release Train Engineer/product owners/project managers/DevSecOps leads to improve the health, resilience and performance of our production environment. With a company aimed to scale, we are looking for an experienced person to scale a program to monitor the health and performance of our infrastructure, fine-tune our release practice and tighten audits and controls for releases, as well as leading incident resolution.

**What you will be doing**:

- Monitor the health and resilience of our production environments, including but not limited to cycle time of release, reduce defects released into production, mean time of recovery for incidents, mean time to initiate fail-safe switches and overall client satisfaction of handling their incidents
- Improve incident handling to decrease our cycle time to close production-down incidents (e.g. outages, unable to login, unable to access screen, batch fails), and high-priority incidents around security and privacy
- Develop and plan for infrastructure changes and coordinating with product owners for limiting disruption within their backlogs and ability to maximize value
- Establish production performance dashboards for our assets to help inform and prioritize our backlogs
- Help our Data Analytics team roll-out data owner and stewardship for Individual Insurance to keep eye of our data integrity
- Continue to manage production elements like CITS, Elite Advisors and Zaps (with an aim of ‘no zaps’)

**What you will bring**:

- Strong technical background ideally within a production support environment
- Experience with ServiceNow; Experience with Angular, C#,. Net, SQL db, Cobol will be advantageous
- Extensive experience in client-facing roles, excellent stakeholder management skills
- Exceptional analytical, troubleshooting and problem-solving skills
- Ability to interpret and communicate technical difficulties
- Strong leadership skills, experience developing and managing support teams
- Ability to adapt to change and implement/improve processes
- Demonstrated commitment to quality and excellence
- Ability to influence key decisions
- Knowledge of ITIL is preferred
- Experience working with Scrum and SAFe portfolio teams
- Software vendor solution delivery and Financial Service experience is advantageous

**What’s in it for you**:

- A healthy work-life balance with employee wellness top of mind
- Annual bonus program, annual vacation allowance, and company-paid benefits program
- An additional paid volunteer day each year so you can spend time giving back to the community
- Immediate enrollment in the company’s pension program with employer matching
- Employee resource groups that support an inclusive work environment
- Tuition support and specialized program assistance
- A company subsidized cafeteria with a variety of daily options
- Discounts on company products and services, and access to exclusive employee perks
- Regular EQ Together events focused on company togetherness and collaboration

As part of the recruitment/offer process you will be required to:

- Provide two professional references (minimum one supervisor and above)
- Undergo a criminal background check

To learn more abo

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