Application Support Manager

Application Deadline:08/27/2026Address:4100 Gordon Baker RoadJob Family Group:TechnologyRole OverviewLeads a team responsible for the 24x7 operational support, monitoring, stability, and continuous improvement of mission-critical banking applications serving Commercial and Institutional clients. Accountable for ensuring high availability, resilience, service reliability, and operational excellence across production environments while minimizing customer impact and business disruption.Provides leadership and oversight for production monitoring, incident response, problem management, root cause analysis, service restoration, risk mitigation, and support processes. Collaborates with application development, infrastructure, security, vendors, and business stakeholders to maintain stable and secure banking services that meet established service level objectives and regulatory requirements.The application supports critical payment, cash management, file transmission, and client-facing business services where system outages or processing failures may have significant customer and business impact.Key AccountabilitiesProduction Operations & Service StabilityLeads a high-performing Application Support team responsible for 24x7 production monitoring, operational support, and service restoration activities.Ensures the stability, availability, performance, scalability, resiliency, and recoverability of critical banking applications and supporting platforms.Establishes and manages operational support processes, production readiness standards, monitoring strategies, and service-level commitments.Oversees daily production operations, scheduled processing activities, batch executions, file transmissions, and critical business processing windows.Continuously evaluates application health, operational risks, support metrics, and service trends to drive proactive improvements.Incident Management & Service RestorationLeads Major Incident, Critical Incident, and Severity-1 event management activities.Coordinates rapid response and recovery efforts involving support teams, infrastructure teams, vendors, and business stakeholders.Acts as an escalation point for complex production issues and customer-impacting events.Ensures timely communication, stakeholder updates, executive reporting, and customer impact assessments during incidents.Drives post-incident reviews, root cause analysis (RCA), corrective actions, and preventative measures to reduce recurring incidents.Level 2 Application SupportProvides leadership and oversight for Level 2 application investigation, troubleshooting, and issue resolution.Guides teams in diagnosing application defects, integration failures, performance degradation, infrastructure-related issues, and operational incidents.Partners with Development and Engineering teams for Level 3 escalation and long-term remediation.Ensures support teams maintain strong application knowledge and operational expertise across business processes, data flows, interfaces, and technologies.Problem Management & Continuous ImprovementLeads problem management processes to identify recurring issues, operational risks, and systemic weaknesses.Drives permanent fixes, automation opportunities, knowledge management, and operational efficiencies.Implements monitoring enhancements, alert optimization, self-healing capabilities, and support process improvements.Uses operational metrics and incident trends to improve service reliability and customer experience.Change, Release & Production ReadinessGoverns production change implementation activities and ensures operational readiness before deployment.Reviews change requests, release plans, rollback strategies, and support requirements.Ensures all releases meet production support, resiliency, security, and business continuity standards.Participates in go-live activities and provides leadership during high-risk production implementations.Vendor & Stakeholder ManagementBuilds strong partnerships with business stakeholders, technology teams, infrastructure teams, security teams, and external vendors.Manages vendor relationships related to operational support, service management, escalations, compliance, and support agreements.Ensures vendors meet contractual obligations, response targets, and operational performance expectations.Provides operational reporting and service reviews to senior leadership and stakeholders.Risk, Compliance & ResiliencyEnsures adherence to operational risk controls, security policies, audit requirements, regulatory obligations, and technology standards.Leads Disaster Recovery testing, Business Continuity planning, operational resiliency exercises, and production recovery validation.Identifies and mitigates operational risks before they impact business operations or customers.People LeadershipBuilds, develops, and leads a highly skilled Application Support organization.Establishes clear accountability for service quality, incident response, operational excellence, and customer focus.Coaches employees, builds technical capabilities, supports career development, and recognizes strong performance.Creates a culture of ownership, continuous improvement, collaboration, and operational discipline.Fosters a culture aligned to BMO purpose, values, diversity, inclusion, and customer-centricity.Enterprise LeadershipServes as a subject matter expert on production operations, incident management, operational resilience, and application support practices.Provides strategic guidance on support models, operational risk management, support transformation, and automation initiatives.Applies expertise to resolve highly complex, ambiguous, and business-critical operational challenges.Broader accountabilities may be assigned as required.Risk ManagementTake measured risks while protecting the Bank by applying the Risk Management Framework in the execution of responsibilities, making risk-informed decisions that align with business objectives, regulatory requirements, customer commitments, and operational resilience expectations.QualificationsAdvanced Level ProficiencyProduction Support & Application OperationsIncident Management & Major Incident LeadershipProblem Management & Root Cause AnalysisService Availability & Reliability EngineeringApplication Monitoring & Alert ManagementIT Service Management (ITSM)Change & Release ManagementDisaster Recovery & Business ContinuityOperational Risk ManagementService Level ManagementVendor ManagementStakeholder ManagementCloud Platforms & Infrastructure OperationsDevOps & Production OperationsData Analysis & Operational ReportingContinuous Improvement & Process OptimizationLeadership & Team DevelopmentVerbal and Written Communication SkillsAnalytical & Problem-Solving SkillsCross-Functional CollaborationDecision Making Under PressureManaging Ambiguity & Complex Operational EventsIntermediate Level ProficiencyCybersecurity & Information Security ControlsApplication Architecture & System DesignAPI & Integration TechnologiesAutomation & ScriptingITIL Processes & Service Management FrameworksLearning AgilityCreative ThinkingChange LeadershipExperienceTypically 7+ years of technology experience with significant experience in Production Support, Application Operations, Incident Management, or Service Reliability roles.3+ years of leadership experience managing application support or production operations teams.Experience supporting business-critical applications in Banking, Payments, Financial Services, or other highly regulated industries.Experience managing major incidents, service restorations, escalations, disaster recovery testing, and production risk management.Post-secondary degree in Computer Science, Information Technology, Engineering, or related field, or an equivalent combination of education and experience.Seasoned technology professional with strong application support, operational leadership, and service management expertise.Must have experience in:Production Support & Incident ManagementP1/P2 incident handlingRCA and problem managementSLA and operational risk managementApplication Architecture & IntegrationAPIs, microservices, batch processingMiddleware and upstream/downstream dependenciesCloud & DevOpsAWS fundamentalsCI/CD pipelinesOpenShift/Kubernetes conceptsMonitoring & ObservabilityDynatrace, CloudWatch, SplunkAlerting, logging, performance monitoringDatabase & TroubleshootingSQL and data analysisEnd-to-end issue investigationPayments & File Transfer TechnologiesSFTP, AS2, FTPS, Connect:DirectPGP encryption and payment processing flowSalary:$94,600.00 - $176,000.00Pay Type: SalariedThe above represents BMO Financial Group’s pay range and type.Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: About UsAt 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 .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.Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.SummaryLocation: Scarborough, ON, CAN; Toronto, ON, CANType: Full time