Technical Application Support Manager
Full-time
Acestack
Job Title: Technical Application Support Manager
Job Type: Full Time
Location: Toronto, ON
Work Model: Onsite / 4 Days
Primary Skills: Application Support Management, ITIL & Incident Management, BFSI / Capital Markets
Job DescriptionWe are seeking an experienced Technical Application Support Manager with 8 12+ years of experience in Application Support and Production Management within the BFSI domain . The ideal candidate will have strong technical leadership, production support, ITIL process knowledge, and experience managing mission-critical banking or Capital Markets applications.
The successful candidate will lead application support and production management activities, ensure high availability and stability of critical applications, manage production incidents, drive root cause analysis, and collaborate with business, technology, vendors, and senior stakeholders.
Key Responsibilities- Lead application support and production management activities for mission-critical BFSI applications.
- Manage and mentor technical application support teams and service delivery resources.
- Oversee ITIL processes including Incident, Problem, Change, and Release Management .
- Lead production incident management, escalation, troubleshooting, and resolution activities.
- Conduct and drive Root Cause Analysis (RCA) for critical incidents and recurring production issues.
- Monitor application stability, availability, performance, and operational health.
- Work closely with business stakeholders, technology teams, vendors, and senior leadership to resolve production issues.
- Provide clear and timely executive-level communication during major incidents and service disruptions.
- Ensure adherence to technology risk, audit, compliance, and regulatory requirements.
- Identify opportunities to improve application support processes, operational efficiency, and service quality.
- Support cloud and hybrid technology environments where applicable.
- Drive adoption of SRE and DevOps practices within regulated production environments.
- Manage vendors and support managed-services transitions when required.
- Prepare operational reports, incident metrics, service reviews, and management updates.
- 8 12+ years of experience in Application Support / Production Management , preferably within BFSI.
- 3 5+ years of experience in technical people management or service delivery leadership.
- Deep knowledge of ITIL processes , including Incident, Problem, Change, and Release Management.
- Strong experience supporting mission-critical banking or Capital Markets applications.
- Hands-on experience managing production incidents and performing RCA.
- Strong stakeholder management and executive communication skills.
- Understanding of technology risk, audit, compliance, and regulatory requirements.
- Strong troubleshooting, analytical, leadership, and problem-solving capabilities.
- Capital Markets experience across Trading, Risk, Market Data, or Finance.
- Experience with ServiceNow, Splunk, Dynatrace, AppDynamics , or similar monitoring and support tools.
- Exposure to cloud and hybrid technology environments.
- Experience implementing SRE or DevOps practices in regulated environments.
- Vendor management and managed-services transition experience.
- Experience with application performance monitoring and operational analytics.
- Job Type: Full Time
- Location: Toronto, ON
- Work Model: Onsite / 4 Days
Vacancy posted 2 days ago
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