Manager, Application Support

7 months ago

Toronto, Canada Propel Holding Inc Full time

**_About Us:_**

Propel (TSX: PRL) is the fintech company building a new world of financial opportunity by facilitating access to credit for consumers underserved by traditional financial institutions. Through its AI-driven platform, Propel evaluates customers in a more comprehensive way than traditional credit scores can. Our revolutionary fintech platform has already helped consumers access over one million loans and lines of credit and over one billion dollars in credit.

To build a new world of opportunity we bring together the brightest talent to help us build opportunities. We are entrepreneurs and believe in measuring success through results and growing within; talent and hard work never goes unnoticed. At Propel, we are here to change the way employees, customers and shareholders succeed together.

We are a team of passionate entrepreneurs, who foster curiosity and growth in our employees. Our culture is why we’ve been so successful and why our employees choose Propel to build their careers. It’s also why we’re one of North America’s fastest growing companies and a Best Place to Work.

Join us as we change the way employees, customers and shareholders succeed together.

**_ About You:_**

As a fast-growing fintech, we stay true to our startup roots. You picture yourself within a vibrant and entrepreneurial organization where your ideas will be heard, and you have an opportunity to showcase your talent. You are motivated by goals, a self-starter and like to wear multiple hats.

**Responsibilities**
- **Incident Management**:

- Oversee timely resolution of incidents.
- Coordinate efforts to minimize system downtime and impact on users.
- **Process Optimization**:

- Continuously improve and optimize support processes.
- Implement best practices to streamline incident response and resolution.
- **Communication**:

- Provide timely updates on incident status.
- Maintain clear and effective communication channels with all stakeholders.
- **Team Leadership**:

- Lead and manage a team of engineers on production support.
- Provide guidance, mentorship and foster collaborative team environment.
- **Monitor and reporting**:

- Monitor system performance and proactively identify potential issues.
- Generate, analyze and present the reports to assess the health and stability of the production systems.
- **Documentation**:

- Create and maintain documentation for support procedures and issue resolution.
- **Emergency Response**:

- Be available to address critical incidents outside of regular working hours.
- Define emergency operating procedures.
- **Customer Focus**:

- Prioritize customer satisfaction by minimizing service disruptions and ensuring a positive user experience.
- **Training and Development**:

- Identify skill gaps and implement training programs as needed.
- Support the professional growth of team members through coaching and feedback.

**Requirements**:

- Bachelor’s degree in computer science, Information Technology, or a related field; advanced degree or certifications are a plus.
- Strong written, analytical, organizational, planning and communication skills.
- Working knowledge of Jira is required.
- Advanced MS Office Suite skills required.
- Have a background in Java, React js and Relational database.
- Strong leadership and team management skills, with a focus on driving a collaborative and results-oriented work culture.
- Proven ability to analyze complex issues, develop innovative solutions, and communicate effectively with stakeholders at all levels.

**Benefits to Joining Propel**
- Growth and opportunity - we pride ourselves on promoting from within
- Incredible company culture
- Competitive salary and health benefits
- Comprehensive vacation package
- Group health and dental benefits
- Group RRSP program
- Support for new parents
- Diverse and inclusive workplace
- We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted. No agencies or phone calls._

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