Position Title: Manager, Production Performance & Health Reports To: AVP Individual Insurance IT Department: IT Individual Insurance Term: Full Time Permanent Flexible Work Arrangements Available: 100% remote working is available for candidates across Canada outside of Waterloo Region and surrounding areas in Ontario.
If local – will be moving to a hybrid model in 2023, coming into the office 25% of the time (4-5 days a month).
The Opportunity: A healthy production environment is a key foundation to our success.
With security / privacy incidents in the industry rising, the planned volumes of business and a need to maximize our system performance, we are looking for someone that can take ownership of their outcomes and drive a backlog to keep a close watch on the health of our production environments and increase the performance of our infrastructure.
With ownership of our production environment, you will work closely with the product owners / project managers / DevSecOps leads to improve the health, resilience and performance of our production environment.
With a company aimed to scale, we are looking for an experienced person to scale a program to monitor the health and performance of our infrastructure, fine-tune our release practice and tighten audits and controls for releases, as well as, manage those learning moments when incidents arise.
What you'll do:
• monitoring the health and resilience of our production environments, including but not limited to cycle time of release, reduce defects released into production, mean time of recovery for incidents, mean time to initiate fail-safe switches and overall client satisfaction of handling their incidents
• improving incident handling to decrease our cycle time to close production-down incidents (e.g.
outages, unable to login, unable to access screen, batch fails), and high-priority incidents around security and privacy
• developing and planning for infrastructure changes and coordinating with product owners for limiting disruption within their backlogs and ability to maximize value
• establishing production performance dashboards for our assets to help inform and prioritize our backlogs
• helping our Data Analytics team roll-out data owner and stewardship for Individual Insurance to keep eye of our data integrity
• continuing to manage production elements like CITS, Elite Advisors, Zaps What you'll need:
• Strong technical background ideally within a production support environment
• Experience with ServiceNow; Experience with Angular, C#, .
Net, SQL db, Cobol will be advantageous
• Extensive experience in client-facing roles, excellent stakeholder management skills
• Exceptional analytical, troubleshooting and problem-solving skills
• Ability to interpret and communicate technical difficulties
• Strong leadership skills, experience developing and managing support teams
• Ability to adapt to change and implement/improve processes
• Demonstrated commitment to quality and excellence
• Ability to influence key decisions
• Knowledge of ITIL is preferred
• Experience working with Scrum and SAFe portfolio teams
• Software vendor solution delivery and Financial Service experience is advantageous What we offer:
• Canada-only organization so no Global governance construct or time-zones to worry about
• Accessible leadership where the business leaders are available and in the ceremonies with you
• Accessible distribution leaders where they can bring the voice of the client to you
• Flexible working hours with hard work and protection for your personal time
• Diverse and inclusive workforce that allows people to bring wide perspectives, creative ideas that benefit our clients and enable to allow people to bring their genuine self to work
• Work and professional development that is united by our unique purpose as we provide Canadians ownership of their own lifetime financial security through participating lifetime financial protection
– i.e.
there are only clients, not shareholders, that we are focused on.
As a mutual-owned company, we focus directly on our clients
• Be part of our continuous improvement journey in growing an organization
• A friendly, collaborative and inclusive culture
• A common sense dress code, where you decide how you dress based on your day
• Support of time for volunteer work
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