Responsibilities
- Lead team workflow to enhance technical efficiency and staff productivity through coaching and skill development.
- Oversee IT support functions, assign and prioritize incidents, and guide teams in improving service delivery.
- Ensure timely resolution of production issues within agreed service level agreements and address customer requests promptly.
- Conduct technical investigations and provide second-tier support for client, system, and application issues, coordinating with relevant technology teams and vendors.
- Operate and monitor the production environment with a focus on system availability and overall health.
- Enhance the reliability, quality, and delivery speed of software solutions.
- Analyze and improve system performance to anticipate user needs and drive innovation.
- Maintain production applications and manage daily operations, including handling escalations and adapting procedures for 24/7 support and recovery.
- Contribute to defining service level indicators, objectives, and agreements for enterprise systems.
- Collect and assess application and infrastructure metrics to support performance tuning and issue diagnosis.
- Collaborate with development teams to resolve open tickets and implement long-term solutions.
- Build resilient systems and services using automation and process optimization.
- Align service delivery speed with reliability by adhering to defined service level objectives.
- Monitor application performance in a large, evolving hybrid environment and identify optimization opportunities.
- Manage on-call escalations and lead outage recovery, including infrastructure-level analysis beyond code fixes.
- Lead technical reviews after incidents to identify root causes and implement corrective actions.
- Perform system troubleshooting, deployments, and maintenance tasks to meet service level targets.
Benefits
- Join a diverse, inclusive, and client-focused team that values continuous learning and celebrates achievement.
- Access extensive online and in-person training to support career development with guidance from industry experts.
- Receive support for long-term financial planning and holistic wellbeing through comprehensive benefits.
- Work in an environment that encourages authenticity and has no formal dress code.
- Enjoy flexible workspaces and the energy of being affiliated with the official bank of the Toronto Raptors.
Other
The organization values individual contributions and is dedicated to fostering an inclusive and accessible recruitment process. Candidates needing accommodations are encouraged to inform the recruitment team.
