Production Support Manager

At Loblaw Digital, we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experience, or designing an app that will impact the lives of people across the country, we're up for the challenge. From our office in Downtown Toronto, we've created leading eCommerce experiences in the online grocery shopping, beauty, pharmacy, and apparel spaces, and we're only just getting started.

Why is this role important?

As a Support Manager, you will oversee the production support team in monitoring, maintaining and ensuring the smooth operation of a world class digital ecosystem. You will roll up your sleeves to lead a team of support staff, collaborate with the engineering teams and software development managers in supporting new releases, enabling features in production, and stage-managing major incidents across multiple lines of businesses.

You should have extensive experience supporting critical production systems on the cloud, excellent communication skills, and a drive to make a significant impact in the ways Canadians' shop. Expect to take ownership of support processes, to take the lead on incident management, to mentor a growing team, to hold high standards in operation excellence and production availability.

You will lead and mentor a talented team, focusing on excellence in keeping the lights-on for mission critical production systems. In addition to our internal team, you will also be accountable for managing our outsourced development partners across onshore and offshore teams.

What you'll do:

• Leading and mentoring a high performing support team in a dynamic environment.
• Ensuring consistent, and timely incident resolution across new digital experiences from multiple e-commerce channels and interfaces - mobile/web and microservices based backend systems on the cloud.
• Ability to apply the right approach – agile or blended – based on project and business needs and effectively manage incidents, support requests and related processes.
• Stage-manage major incidents, participate in post-incident processes like RCA walkthroughs and follow through with meaningful improvements to impacted systems.
• Collaborate with multiple business and technical teams to define and streamline the support strategy.
• Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints.
• Oversee the day-to-today operations of the support team, including monitoring incidents, working with Engineering teams to coordinate releases and managing impact to store operations.
• Manage incidents and escalate issues to engineering teams for resolution as needed.
• Develop and implement processes, policies, and procedures to enhance team efficiency and customer satisfaction.
• Recruit and retain top development talent

Does this sound like you?

• At least 1 year of experience in a Support Manager, Software Development level role, preferably in the retail digital eCommerce business, and you're looking for a new challenge.
• Demonstrated leadership experience in a production support role in a fast-paced environment.
• Proficiency in using ServiceNow, Jira, Confluence and Slack is an advantage.
• Comfortable managing Pager Duty services, schedules and escalation policies.
• You're always looking to support your team, to grow your next leaders both from a technical perspective, as well as communication skills.
• You're a developer at heart. You're passionate about writing good software, and you're experienced in making wise tradeoffs.
• You are always learning and growing. Not one to rest on your laurels, you actively seek out things outside your comfort zone.
• Bachelor's Degree in Engineering or Computer Science required, advanced degree preferred.
• Excellent understanding of the cloud technology stack and microservices architecture.
• Excellent understanding of the agile principles and methodologies.
• Good understanding of both front-end and back-end technologies.
• Strong interpersonal skills including ability to work in a cross-functional environment and communicate with influence at all levels of the organization
• A true leader – someone who enables and inspires their team to do their best work and demonstrates a history of managing support teams in a challenging and dynamic environment
• Demonstrated ability to harness the power of technology and people to accomplish big things.
• Strong sense of urgency and personal commitment.
• Certifications in production support management is preferable , but not a must have.

How You'll Succeed:

At Loblaw Digital, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

We're able to keep innovating because our colleagues are passionate about their work and excited about the future of eCommerce.

If you have big ideas, undeniable enthusiasm, and thrive in a collaborative, creative, and diverse group, we'll get along just fine.

Looking for a challenge? Good. Love an innovative work environment? Even better.

Apply today.

Employment Type:

Full time

Type of Role:

Regular

Loblaw Digital recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation's evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.