Manager, Application Support

About Us At CAA Club Group, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. As a trusted Member-based organization, we provide products and services that are essential to Members’ safety and peace of mind. With over 2.6 million Members across Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for our Members. CAA SCO Systems & Services Inc. is a member of the CAA Club Group of Companies. Who we are Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion! At CCG, we are committed to delivering an exceptional Associate experience. We offer: Work-life harmony with access to an award-winning holistic wellness program, Continuous learning through our robust corporate curriculum and education reimbursement program, Incredible rewards, travel incentives, and product and service discounts, Pay-for-performance and best-in-class recognition programs, and Competitive benefits that include a defined contribution plan, personal spending account, and so much more. Join our growing team where everyone belongs!Position Details What You Will Do Own the operational stability, availability, reliability, and performance of assigned application and automation portfolios Lead production support activities including incident, problem, and service request management Establish and maintain operational support processes, standards, runbooks, and knowledge management practices Drive continuous improvement initiatives focused on system reliability, supportability, automation, and operational efficiency Lead support teams responsible for business-critical web applications, integrations, APIs, and RPA production bots Ensure timely triage, escalation, communication, and resolution of production incidents Oversee production support for web and mobile apps and operational stability of robotic process automation (RPA) solutions Monitor bot performance, job execution, scheduling, and exception handling Coordinate production releases and deployments across applications and automation solutions Manage release schedules, deployment planning, implementation activities, and production validations Partner with infrastructure and cloud operations teams to support application hosting environments and platform services Collaborate with business, development, architecture, infrastructure, and support teams to ensure service objectives are met Provide operational dashboards, performance reporting, and service reviews to leadership Act as an escalation point for critical business-impacting incidents Please note, salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply. Who You Are 8+ years of experience supporting enterprise applications and technology platforms 3+ years of experience leading application support, production operations, or service delivery teams Experience supporting web applications, APIs, integration platforms, or enterprise business systems Experience supporting RPA platforms such as UiPath, Automation Anywhere, Power Automate, or similar technologies Experience with application monitoring and observability tools such as Datadog, Dynatrace, Splunk, AppDynamics, or equivalent Strong understanding of incident management, problem management, change management, and release management processes Experience working in cloud and hybrid environments Knowledge of reliability engineering, operational excellence, and automation best practices Experience with ITIL-based service management practices Nice to Have Insurance industry experience Guidewire platform knowledge Experience supporting customer-facing digital applications Azure or cloud platform experience ITIL Foundation certification Experience with DevOps, CI/CD pipelines, and release automation Knowledge of scripting, automation, or application monitoring solutions Please note that internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted. Please note that we may use AI tools to help us through the recruitment process.Our Commitment We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs. #LI-DL1 #LI-Hybrid

Own the operational stability and performance of application and automation portfolios, leading production support activities for business-critical web apps and RPA bots. Coordinate production releases and partner with infrastructure teams to ensure service objectives are met.

Requires 8+ years of experience in enterprise application support and 3+ years in a leadership role. Proficiency in RPA platforms, monitoring tools, and ITIL-based service management is essential.

• Holistic Wellness Program • Corporate Curriculum • Education Reimbursement Program • Travel Incentives • Product And Service Discounts • Pay-for-performance Recognition Programs • Defined Contribution Plan • Personal Spending Account

Identified from the job description. Confirm important requirements above.

• Application Support
• Production Operations
• Incident Management
• Problem Management
• Change Management
• Release Management
• RPA
• API Support
• Cloud Operations
• ITIL
• Monitoring Tools
• Service Delivery
• Robotic Process Automation
• Continuous Development
• Operational Efficiency
• Pipelines
• ITIL Foundation Certification
• Insurance Industry
• Performance Reporting
• Automation Anywhere (RPA Software)
• CI/CD
• Observability
• Microsoft Power Automate
• Application Hosting
• Advocacy
• Application Monitoring
• Planning
• Application Programming Interface (API)
• Technical Support
• Automation
• Microsoft Azure
• Business Development
• Dashboard
• Business Systems
• Communication
• Consumer Protection
• Continuous Improvement Process
• DevOps
• Exception Handling
• Leadership
• ITIL 4
• Knowledge Management
• Operational Excellence
• Operations
• Reliability Engineering
• Service Management
• Service Request Management
• Triage
• Datadog
• Scheduling

• Technology
• Management & Leadership
• Software
• Customer Service & Support
• Application Support Manager
• Application Manager
• Software Developers
• Information Technology Project Managers
• Computer Occupations, All Other

Minimum experience

10+ years

Posting language

English

Working hours

40 hours per week