Director, Application Support Engineering Job in Toronto for BMO Bank of Montreal | Jobs.ca
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Director, Application Support Engineering

May 20 2021
Industries Bank, Insurance, Financial services
Categories Engineering, Help Desk, Information Technology
Toronto, ON

Address:

100 King Street West

Job Family Group:

Technology

Mandate / Marketability

Provides management consulting services and technology/industry expertise in support of business and enterprise needs. Liaises with stakeholders to understand problems and opportunities, to facilitate the organization's goals by understanding business vision, objectives, and key performance indicators. Leads the Application Support Engineering team to ensure delivery against committed SLA’s and KPI’s while delivering high quality support services to clients. Is a trusted partner to the Global Markets Technology and Business teams. Ensures availability of critical applications within Global Markets and aligns technology requirements and solutions to ensure they meet essential quality standards. Acts as a consultant to business partners in collaboration with the delivery teams in strategy and planning sessions (e.g. multi-year and annual plans), reviews, or inspections to ensure the quality of work products. Promotes new processes and methodologies, emerging technologies, and agile, and aligns to the unique project team requirements.

Key Accountabilities

  • Manages people and leads a Global team capable of delivering the desired business results.

  • Holds vendors and external suppliers to service level commitments while cultivating and ensuring functional and effective relationships with Global Markets Technology

  • Drives innovation through observation of common platform problems to identify emerging needs and pain points, alternative or emerging solutions, and opportunities for improving stability of existing solutions.

  • Provides a holistic view of the production environment and ensures outstanding issues are tracked to closure, particularly long-term strategic fixes.

  • Is responsible for coordination and scheduling of Application Releases to ensure risk is managed appropriately

  • Champions stability initiatives to enable application High Availability for Business-As-Usual. This includes automated monitoring, failover and resiliency.

  • Supports audit and compliance requirements for the unit

  • Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.

  • Develops an expert understanding of business/group challenges.

  • Networks with industry contacts to gather competitive insights and best practices.

  • Recommends measures to improve organizational effectiveness.

  • May consult to or serve on various committees and task forces.

  • Establishes deep relationships at all levels within IT and business units to effectively collaborate in identifying new technological directions for the business strategy and to provide input into the roadmaps for these solutions.

  • Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.

  • Develops the business case by identifying needs, analysing potential options, and assessing expected return on investment.

  • Acts as the prime contact for internal/external stakeholder relationships, which may include regulators.

  • Defines business requirements for analytics and reporting to ensure data insights inform business decision making.

  • Breaks down strategic problems, and analyses data and information to provide insights and recommendations.

  • Collaborates across BMO to develop communications strategies and ensure consistency of messaging, in order to positively influence or change behaviour.

  • Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.

  • Leads the development of the communication strategy focusing on positively influencing or changing behaviour.

  • Presents and communicates at all levels within IT and across businesses / groups.

  • Facilitates / leads requirements, storyboarding, epic descriptions, and other mechanisms to clearly articulate business goals and actions.

  • Completes root-cause analysis to determine underlying causes and ensures problem resolution for complex issues at all levels.

  • Identifies opportunities to strengthen the IT Support Engineering capability (e.g. shares expertise to promote technical development, mentors employees, builds communities of practice and networks across technology).

  • Understands and follows a project requirements management plan so that activities and milestones of the project team can be measured against the goals of the plan.

  • Facilitates discussions and follows a disciplined approach to plan, elicit, analyze, document, communicate, and manage business requirements with stakeholders; applies a variety of elicitation techniques to probe, challenge, and understand requirements.

  • Provides analytical support and insights to identified / assigned user areas to support relative product, channel, and business development initiatives (e.g. product, portfolio, and profitability analytics, and customer analytics).

  • Collaborates in root-cause analysis to determine underlying causes and participates in problem resolution.

  • Builds exceptional relationships with internal and external stakeholders.

  • Liaises with the business and the technology development and support groups.

  • Aligns business needs to vision/goals to ensure development teams to translate them into detailed design specifications and code.

  • Assess project impact, benefits, and risks when scope changes.

  • Communicates and engages across stakeholder groups during construction and delivery of solutions.

  • Assesses the quality of supporting documentation, including business and process requirements documents, to ensure proper analysis supports recommendations or demonstrate continued alignment to strategic objectives.

  • Develops a deep understanding of organizational complexity to build strong rapport with internal stakeholders for the construction and delivery of the solution.

  • Stays abreast of industry technical and business trends through benchmarking and/or participation in professional associations.

  • Operates at a group/enterprise-wide level and serves as a senior specialist resource across BMO.

  • Influences how teams/groups work together.

  • Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to multiple, interdependent, complex problems.

  • Communicates abstract concepts in simple terms.

  • Fosters strong internal and external networks and works with and across multiple teams to achieve business objectives.

  • Anticipates trends and responds by implementing appropriate changes.

  • Broader work or accountabilities may be assigned as needed.

Qualifications (Knowledge & Skills)

  • 9+ years of Capital Markets Application Support & Development experience, with at least 2+ years of experience in a leadership role.

  • Bachelor/University degree in the fields of computer science, engineering, information systems, math or business.

  • Hands on experience supporting in-house and vendor platforms such across Equities and FICC (ie. Fidessa, Imagine, Broadway, Murex, Calypso)

  • Experience with Tools such as Dynatrace, Service Now, Confluence, Jira; Environments such as Window, UNIX; Technologies such as Middleware, Databases, Messaging, Batch processes; Programming languages such as Java/J2EE, .NET, C#, Python, UNIX Scripting; Experience with XML, FIX, JSON based web services

  • Expertise in writing and running SQL queries

  • Strong knowledge reading logs and data

  • Ability to handle incidents, problems and change at a Global Markets Technology Portfolio level. Calm and analytical when faced with major incidents in critical systems.

  • Strong communication skills, with the ability to engage a large audience and ensure complex issues are clearly understood.

  • Knowledge of analysis and problem decomposition techniques.

  • Knowledge of software development practice, concepts/methodologies (i.e. waterfall, Agile, iterative), and technologies obtained through formal training and/or work experience.

  • Possesses a deep understanding and has strong critical thinking/problem solving capabilities to solve for complex production issues.

  • Familiar with business strategy and assessments (i.e. feasibility studies, business cases and/or cost/benefit, project sizing and costing, and current state analysis/needs assessments).

  • Seasoned expert with extensive industry knowledge.

  • Technical leader viewed as a thought leader for innovation.

  • Verbal & written communication skills - Expert.

  • Analytical and problem-solving skills - Expert.

  • Influence skills - Expert.

  • Collaboration & team skills; with a focus on cross-group collaboration - Expert.

  • Able to manage ambiguity.

  • Data driven decision making - Expert.

We’re here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Apply now!