Manager, IT Production Support

1 week ago

Toronto, Canada Intact Full time

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are
- here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

**About the role**

At Intact, insurance is not about things. It’s about people. It’s what we believe, and it shapes everything we do. It’s why we strive to provide a second-to-none experience for our customers and create an inspiring workplace for our employees to thrive in.

As Canada’s largest provider of property and casualty insurance, we’re not only leading our industry, but we’re redefining what it means to work for it. As a recognized top employer, we’re committed to living our values and supporting our dedicated people who bring their best to work each day because they know their work matters.

**We are actively seeking an inspiring manager to lead our exceptional squads dedicated to production support. **As the manager, you will have a pivotal role in ensuring the seamless operation of our technology systems. Your responsibilities will encompass overseeing incident management, guaranteeing timely and effective resolutions, and spearheading continuous improvement initiatives aimed at enhancing our systems and implementing innovative solutions. With a dedicated team of professionals under your guidance, you will diligently monitor system performance, analyze trends, and proactively implement measures to maintain optimal uptime. This role offers an exciting opportunity to drive operational excellence and deliver exceptional results in a dynamic and challenging environment.

**Your mission**:

- Develop productive, collaborative, and engaged software development teams, fostering the development of personal and technical skills.
- Manage major incident resolution, communication, restoration of service, and post-mortems processes.
- Leading close collaboration with multiple transversal teams in supporting operations.
- Supporting all processes surrounding deliveries delivery and improvements in practice, processes, governance, etc.
- Exposing learning experiences from production reality through feedback process to foster collaboration and find improvement opportunities within the team (Contact PL).
- Build and maintain a strong network with all working dependencies to streamline effective processes.
- Be a member and advocate in Production Support community of practice for Intact.
- Work closely with our business partners to understand needs work to provide technical solutions for successful outcomes.
- Lead improvement initiatives though solutioning, change management and innovation.
- Strong understanding of software development best practices.
- Strong understanding ITIL foundation and framework.
- Strong understanding of Agile/Scrum development.
- Available off hours to support the on-call rotation developer if needed.

**You are**:

- Passionate about creating software products and technology innovations.
- Stimulated by challenges and the implementation of transformation projects.
- A leader with excellent communication skills, good at making complex. information accessible to different stakeholders.
- Very tech savvy and have experience to driving forward solutions in a challenging, time-critical environment.
- Passionate about software development cycle.
- Visionary with a good understanding of the challenges of the IT world.
- Organized, proactive and a catalyst of change.
- A leader who knows how to create an open, dynamic, and participatory environment.
- Comfortable working in a complex and ever-changing technological environment.
- Capable to effectively communicate with both business and technical contributors in a concise and effective manner.

**What you have**:

- A bachelor’s degree in information technology/Software Engineering or any equivalent combination of training and experience.
- At least 3-5 years of experience managing resources.
- Strong communication and presentation skills.
- Significant experience delivering software engineering products in Agile/Scrum mode.
- Experience with object-oriented development and software debugging.
- Experience in continuous delivery management.
- Understanding of DevSecOps culture.
- Experience in scale agility with several agile teams (Scaled Agile).
- ** [Bilingual (French and English)] **Need to interact on a regular basis with an English-speaking clientele and colleagues across the country.

LI-IT
LI-Hybrid

**What we offer**

Working here means you'

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