Manager, Application Support

About CAA Club Group

CAA Club Group is devoted to ensuring the safety of its Members whether they are traveling, at home, or abroad. Serving over 2.6 million Members across Ontario and Manitoba, the organization offers essential products and services fostering road safety, environmental advocacy, seniors' mobility, and consumer rights. As part of its culture, associates contribute collectively to successes, promote change, and support one another to advance Member interests.

Why Join Us

At CAA Club Group of Companies, we cultivate a purpose-driven and award-winning culture emphasizing Associate wellbeing, including top-tier wellness programs, continuous learning opportunities, travel incentives, competitive benefits, and performance recognition.

Role Overview

The Manager, Application Support will be responsible for overseeing support services for Roadside and Travel systems, ensuring service levels, leading system analysis teams, managing vendor interactions, and coordinating major incident responses. The role includes hands-on maintenance, engagement in project deployments, and collaboration with cross-functional teams for platform modernization.

Key Responsibilities

• Establish and uphold service level agreements for Roadside and Travel requests.
• Support existing production applications and recommend technology upgrades for enhanced productivity.
• Develop frameworks for vendor engagement to configure systems and resolve issues.
• Lead and mentor system analyst teams, providing coaching and performance evaluations.
• Coordinate major incident management among IT and business units.
• Manage vendor communications during incidents and implementations.
• Oversee on-call schedules and act as a third-level escalation for PagerDuty alerts.
• Maintain integrity and configuration of production systems.
• Ensure effective communication with IT and business stakeholders regarding system maintenance and outages.
• Generate and distribute reports on production system statistics.
• Adhere to industry standards as part of the software development lifecycle.
• Support Roadside project initiatives through active participation and system insights.
• Assist in major project deployments by handling execution, monitoring, and testing tasks.
• Collaborate with Product Management and other technical teams on planning and modernization.

Candidate Profile

• Degree or diploma in Computer Science, IT or related field, or equivalent experience.
• Over 5 years of experience within an application support team.
• Hands-on experience with Windows Server, SQL Server, Tomcat, IIS, and container platforms such as OpenShift.
• Knowledge of the Java application ecosystem is beneficial.
• Familiarity with observability and monitoring tools including Dynatrace, Grafana, and PagerDuty.
• Experience using ITSM tools (Cherwell, Halo) and understanding of ITIL practices.
• Exposure to Computer Aided Dispatch (CAD) or travel booking systems is a plus.
• Experience supporting mobile applications on iOS and Android platforms is advantageous.
• Proven skills in managing on-call rotations and directing major incident responses.
• Ability to develop and maintain standard operating procedures and documentation using platforms like Confluence.
• Strong interpersonal and communication skills paired with excellent customer service orientation.
• Positive and proactive attitude.

Additional Information

Internal candidates must apply within 10 business days. The organization embraces equality and accommodates applicants with disabilities, complying with applicable laws. AI tools may assist in the recruitment process. The listed salary range excludes total compensation and varies based on candidate experience, skills, location, and role specifics.