Description

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.

We are seeking an experienced and dynamic Manager, Application Support, IT to lead a team of support staff in the management, maintenance, and enhancement of our wealth management systems. This role will be responsible for ensuring the effective operation of critical applications used by our wealth management teams. As an IT Manager, you will oversee the day-to-day activities of the support team, manage incidents, provide technical guidance, and liaise with stakeholders to ensure the timely resolution of issues. You will be an integral part of ensuring our wealth management platforms remain secure, efficient, and user-friendly.

Responsibilities:

Team Leadership & Management:

• Lead and manage a team of application support analysts and support developers providing direction, training, and mentorship to ensure high performance and professional development.

• Schedule and coordinate daily tasks, ensuring that support operations are conducted effectively, and team goals are aligned with business priorities.

• Foster a collaborative and customer-oriented team culture focused on delivering high-quality service.

• Application Support:

• Oversee the support and maintenance of wealth management systems, ensuring systems are available, secure, and function effectively.

• Manage and resolve escalated incidents, service requests, and issues related to wealth systems, ensuring minimal business disruption.

• Ensure timely application updates, patches, and releases to improve system performance and security.

• Ensure proactive monitoring of system performance is in place and address potential issues before they affect operations.

• Scheduling of staff work shifts to ensure coverage during business hours and extended hours where required.

• Stakeholder Collaboration:

• Collaborate with business leaders, application vendors, and other IT teams to ensure the effective management of wealth systems and meet business requirements.

• Serve as a point of contact for escalated application-related support issues

• Assist in defining and improving service level agreements (SLAs) and ensure they are adhered to by the support team.

• System Enhancements & Troubleshooting:

• Work closely with development teams and/or vendors to ensure that system enhancements and configurations are properly implemented.

• Analyze and resolve complex technical issues related to wealth management applications, collaborating with vendors when necessary.

• Incident and Problem Management:

• Lead the resolution of major incidents.

• Drive root cause analysis and problem resolution for recurring issues to prevent future incidents.

• Documentation & Reporting:

• Ensure the maintenance and updates of comprehensive system documentation, including knowledge base articles and troubleshooting procedures.

• Provide regular reporting on application support performance, incident resolution, and team metrics to VP, IT Service Delivery & Support

• Security & Compliance:

• Ensure that all wealth management systems comply with internal security standards, regulatory requirements, and industry best practices.

• Work with infrastructure and/or Infosec teams to address security vulnerabilities or potential threats to applications.

Qualifications:

Education:

• Bachelor's degree in Information Technology, Computer Science, or related industry experience

Experience:

• 5+ years of experience in IT application support

• Management experience inclusive of project leadership role, overseeing a support team an asset.

• Strong experience with wealth management systems (e.g., Dealer book of record applications, portfolio management systems and trading platforms) is required.

• Hands-on experience in incident management, problem resolution, and application support.

Technical Skills:

• Proficiency in supporting applications used in wealth management, including trading, book of record and related upstream/downstream systems.

• Strong troubleshooting skills in a multi-platform environment (e.g., Windows, Unix/Linux).

• Experience with SQL query writing, data analytics, and reporting tools.

Leadership & Communication:

• Proven ability to lead and develop teams in a high-pressure environment.

• Strong interpersonal and communication skills, with the ability to collaborate effectively with business stakeholders and IT teams.

• Ability to manage and prioritize multiple tasks and projects simultaneously, maintaining focus on high-priority business needs

What We Offer:

• Modern HQ location within walking distance from Union Station.

• Equipment Purchase Program.

• Training Reimbursement.

• Paid Professional Designations.

• Employee Share Purchase Program (ESPP).

• Corporate Discount Program.

• Enhanced group benefits.

• Parental Leave Top-up program.

• Fitness membership discounts.

• Volunteer paid Days.

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.

Please submit your resume in confidence by clicking "Apply". Only qualified candidates selected for an interview will be contacted. CI Financial Corp. and all of our affiliates ("CI") are committed to fair and accessible employment practices and provide reasonable accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, require this posting in an additional format, or require accommodation at any stage of the recruitment process please contact us at accessible.recruitment@ci.com, or call 416-364-1145 ext. 4747.