IT Production Support Delivery Manager

2 months ago


Toronto, Canada Avant Techno Solutions Full time

Oversee the existing production support team to help them meet their SLAs / goals successfully
- Monitor the production incident SLA and work with existing productions to meet the incident SLA
- Once the incident is resolved, track and drive the team fix the root cause of the incident working with other BMO teams or external vendors
- Able to understand the topology/architecture and flow of data for the systems
- Not afraid to roll up the sleeves get into technical detail if requires to guide the team in case they are unable to determine the next step while troubleshooting production issue
- Able to drive troubleshooting call with multiple teams so that teams don’t lose focus
- Experienced with incident management. Able to drive the emergency production issue calls to get the production issue resolved within the SLA.
- In case of emergency incidents, manage communication to business, stakeholders and executives
- Should be able to understand what types of information is relevant to each audience when send communication for eg. Number of clients impacted
- Able to determine the accuracy of data before sharing it with business stakeholder and executive in case of production issue
- Able to makes decisions to enable quick restoration of service while balancing risk associated with changes
- Resourceful person be able to create personal connections
- Work with existing production support team to improve stability of systems via changes to process and the systems themselves
- Track vulnerabilities to ensure they are fixed within SLA or proper exemptions are granted
- Highly organized to be able to track/drive many small tasks to completion
- Mentor production support to be mature and drive things on their own with little supervision
- Understanding the software development lifecycle, waterfall and agile

**Job Types**: Full-time, Fixed term contract

**Salary**: $100,000.00-$150,000.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Toronto, ON M7A 0A9: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Toronto, ON M7A 0A9



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