Senior Manager Application Support - GFT Vancouver

Job Description Manages production support activities for all finance applications including troubleshooting, incident and problem management, risk and audit responses, disaster recovery testing, and introducing automation as part of a continual improvement program using AI.

Responsibilities

Ensure operational excellence by maintaining stringent SLAs, monitoring application health metrics (availability, response time, error rates), and escalating critical incidents to senior management.

Manage global support teams across Level 2 and Level 3 support, spanning multiple geographies and time zones with 24/7 coverage and lead incident resolution for complex production issues, taking ownership of escalations and communicating status/impact to director and MD-level stakeholders.

Lead disaster recovery drills and tabletop exercises with cross‑functional teams; document findings and drive remediation of identified gaps and collaborate with infrastructure and network teams to ensure adequate redundancy, backup strategies, and geo‑redundancy for critical applications.

Implement monitoring, logging, and tracing frameworks to establish end‑to‑end observability across applications, leveraging tools for real‑time alerting and anomaly detection.

Identify and execute automation opportunities across the support lifecycle: ticket routing, incident correlation, root cause analysis, knowledge base updates, and routine maintenance tasks.

Mentor teams on an SRE mindset, shifting from reactive to proactive incident management and building reliability into application design while evaluating and integrating AI‑generative tools for intelligent incident management, predictive maintenance, and knowledge management.

Communicate proactively with business leaders about application health, upcoming maintenance, and risks; translate technical issues into business impact and articulate complex technical issues to senior management with clear problem statements, impact, and recommended actions.

Work with audit, risk, and compliance teams to ensure all applications meet regulatory requirements (e.g., SOX, OSFI, financial reporting standards).

Must‑Have Qualifications

7+ years of experience managing an application support organization providing 24/7 production support for portfolios spanning multiple technologies.

Experience working with vendors, both onshore and offshore resources.

Experience with different technologies and distributed systems and workflows.

Ability to identify and institute process improvement and effectively apply application efficiency and effectiveness.

Exceptional relationship‑building skills, with the ability to collaborate across diverse functions and levels of the organization.

Strong analytical and problem‑solving skills.

Nice‑to‑Have Qualifications

Experience with AI tools.

Experience with ServiceNow or other ticketing tools.

Understanding of SRE concepts and application to real‑world use cases.

Benefits

A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.

Leaders who support your development through coaching and managing opportunities.

Ability to make a difference and lasting impact.

Work in a dynamic, collaborative, progressive, and high‑performing team.

A world‑class training program in financial services.

Flexible work/life balance options.Opportunities to do challenging work.

Opportunities to take on progressively greater accountabilities.

Opportunities to build close relationships with clients.

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