Manager, Application Support

Trans Mountain; Calgary; On-site; CAD 120,000 - 150,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Pension and savings plans

Career development

Job summary

Trans Mountain Corporation in Calgary seeks a Manager, Application Support to oversee the support and maintenance of critical business applications, ensuring reliable performance and timely issue resolution.

You will lead a team, coordinate with IT and business units, drive improvements in reliability and user experience, and ensure security compliance while managing budgets and stakeholder expectations in a dynamic, in-office environment.

Qualifications

• Post-secondary degree in Computing Science or related Engineering field.
• Minimum 10 years of progressive experience in IT or application support.
• Strong project management skills with proven delivery track record.
• Proven people management and team leadership abilities.
• Experience analyzing business requirements and coordinating stakeholders.
• Experience with application systems analysis, architecture, and change management.

Responsibilities

• Manage day-to-day operations for application support, including incident, problem, request and change management; serve as the escalation point for complex technical issues and ensure timely resolution.
• Establish and monitor service level agreements and key performance indicators; lead major incident response and post-incident reviews to improve restoration times, reduce unresolved ticket aging, and prevent recurring priority incidents.
• Manage third-party support engagements against contracted scope and service levels, address vendor performance issues, validate invoices and consumption against statements of work, contribute to scope, pricing, and renewal decisions, and prepare monthly vendor scorecards.
• Manage the application support budget within the approved financial envelope, forecast variances, and identify cost-optimization opportunities across licensing, vendors, and support models.
• Prepare monthly service performance reports covering ticket volume, aging, recurring issues, stakeholder satisfaction, trends, risks, and improvement opportunities.
• Drive process improvement, automation, self-service, and shift-left initiatives to enhance support efficiency and reduce ticket volume; develop the road-map and backlog.
• Partner with delivery and project teams on transition-to-support activities, define acceptance criteria, and provide final sign-off for new applications entering support.
• Lead, coach, and develop the application support team; maintain coverage, on-call, onboarding, offboarding, and knowledge-transfer plans.
• Coordinate upgrades, patching, and change management; ensure security policies and IT controls, audit readiness and SOX alignment.
• Develop and maintain runbooks, knowledge base, and disaster recovery plans for supported applications.

Skills

Project management

People management

Business analysis

Systems analysis

Application support

Leadership

Quality focus

Education

Post-secondary degree in Computing Science or related Engineering

Job description

Trans Mountain Corporation operates Canada’s only pipeline system transporting oil products to the West Coast. We deliver approximately 890,000 barrels of petroleum products each day through a dual pipeline system of more than 1,150 kilometres of pipeline in Alberta, British Columbia and Washington state.

Trans Mountain also operates a state-of-the-art loading facility, Westridge Marine Terminal, with three berths providing tidewater access to global markets.

As a federal Crown corporation, Trans Mountain continues to build on more than 70 years of experience delivering operational and safety excellence through our crude oil pipeline system.

With our expanded pipeline system now in place, Trans Mountain provides enhanced direct access for Canadian crude oil to world markets. The expansion realizes a world-class system for oil transport, developed to Canada’s high standards within one of the most stringent regulatory regimes in the world, creating long-term economic benefits, enhanced marine protection, enhanced safety and emergency management capabilities, and enhanced skilled‑worker capacity building in communities and Indigenous groups.

Our Core Values

Trans Mountain’s core values – Safety, Integrity, Respect and Excellence – guide our every step. Each obstacle we’ve overcome or success we’ve experienced has been the result of a shared commitment to living these values every day. Together, we’re focused on doing the right thing for each other and our communities. If you are looking for an opportunity to apply your strengths in an environment that encourages Safety, Integrity, Respect, and Excellence, we invite you to explore this opportunity with us!

Location:

Calgary Head Office

Department:

IT Solutions Delivery & Support

Reports to:

Director, Solutions Delivery & Support

Worker Type:

Employee

Schedule Type:

Full-time

Work Setting:

In-office

Trans Mountain is seeking a collaborative, motivated, and values-driven individual to join our dynamic team as Manager, Application Support. In this position, you will play a key role in overseeing the support and maintenance of business‑critical applications, ensuring reliable performance, timely issue resolution, and a high standard of service for end users. The successful candidate will demonstrate expertise in application support, team leadership, stakeholder collaboration, and driving improvements in application reliability and user experience.

Key Responsibilities

• Manage day-to-day operations for application support, including incident, problem, request and change management, troubleshooting, and root cause analysis; serve as the escalation point for complex technical issues and ensure timely resolution.
• Establish and monitor service level agreements and key performance indicators; lead major incident response and post-incident reviews to improve restoration times, reduce unresolved ticket aging, and prevent recurring priority incidents.
• Manage third-party support engagements against contracted scope and service levels, address vendor performance issues, validate invoices and consumption against statements of work, contribute to scope, pricing, and renewal decisions, and prepare monthly vendor scorecards covering trends, risks, and improvement opportunities.
• Manage the application support budget within the approved financial envelope, forecast and explain variances, and identify cost-optimization opportunities across licensing, vendors, and support models; maintain employee and contractor resourcing, requisition, and purchase order plans in coordination with IT Project Controls.
• Prepare monthly service performance reports covering ticket volume, aging, recurring issues, stakeholder satisfaction, trends, risks, and improvement opportunities; communicate regularly with stakeholders on application performance, incidents, and planned changes.
• Drive process improvement, automation, self-service, and shift-left initiatives to enhance support efficiency and reduce ticket volume; develop and maintain the application support roadmap and improvement backlog, prioritizing initiatives based on business needs, risk, and value.
• Partner with delivery and project teams on transition-to-support activities, define acceptance criteria, and provide final sign-off for new applications entering operational support.
• Lead, coach, and develop the application support team; maintain coverage, on-call, onboarding, offboarding, and knowledge-transfer plans.
• Collaborate with IT, development, and business teams to coordinate application upgrades, patching, and change management; ensure compliance with security policies, data protection requirements, and IT general controls, including access reviews, segregation of duties, evidence retention, audit and SOX reporting, and timely audit remediation.
• Develop and maintain application documentation, runbooks, support procedures, knowledge base articles, and training materials; participate in disaster recovery planning and business continuity initiatives related to supported applications.

Qualifications And Professional Experience

• Post-secondary education in Computing Science or related Engineering field.
• Minimum 10 years of progressive experience.
• Strong project management skills.
• Proven people management skills.
• Business analysis experience, including understanding business domains, eliciting and documenting requirements, communicating effectively, and managing stakeholder expectations.
• Knowledge of and experience in application systems analysis, architecture, design, and development.
• Experience supporting application systems using development and maintenance best practices.
• Collaborative and supportive leader with a passion for mentoring, coaching, developing talent, fostering teamwork, and guiding others through difficult conversations with empathy, tact, diplomacy, and discretion.
• A consistent track record of delivering high‑quality work, managing competing priorities, and supporting key business processes or operational functions.
• Demonstrated ability to work effectively with colleagues and stakeholders from a variety of backgrounds and levels across the organization.
• Effective communication skills, including the ability to convey information clearly, respectfully, and professionally.
• Commitment to inclusive practices and a willingness to contribute positively to a collaborative and supportive workplace culture.

Working Conditions

• Willingness and ability to travel as required.
• May need to provide support outside of regular business hours and/or on the weekend.

Application

Candidates may submit their application in English or French. To apply in French, please use our French careers site: Careers (French).

At Trans Mountain, we believe in an inclusive, accessible, and barrier free recruitment and selection process for all applicants. If you require an accommodation at any point in the process, please contact us at: [e-mail] or the designated Talent Acquisition Advisor. Accommodation requests will not affect the assessment of your application or candidacy or the designated Talent Acquisition Advisor. Accommodation requests will not affect the assessment of your application or candidacy.

We Build Careers and Pipelines That Last

Our story is about determination, resourcefulness and resilience. It’s about charting our own course, finding innovative solutions to challenging problems and doing the right thing. It was true when Trans Mountain became a company in 1951 and it’s just as true today. We welcome new members to our team that embrace the qualities in our story, that thrive on the new path and directions we take. Our culture is one of care and taking our responsibilities seriously. If you would like to contribute to our culture, then join our journey.

A Rewarding Opportunity

We offer:

• Valuable experience providing opportunity for professional development and career advancement;
• An opportunity to engage with and learn from some of the most talented and experienced people in the business;
• Competitive compensation;
• Comprehensive benefits programs including flexible benefits, pension and savings plans;
• A place to share a sense of purpose and build relationships;
• Meaningful work that makes a difference;
• An opportunity within the Canadian energy industry.

We value:

• The health, safety and wellness of everyone working in our company;
• Meaningful participation from Indigenous and local communities;
• The commitment and resilience of our people;
• Collaboration and achieving success together.

In keeping with Trans Mountain’s commitment to maximize benefits for communities, priority will be given to qualified candidates from Indigenous, local and regional communities along the Trans Mountain pipeline corridor.

In Alberta, the pipeline system spans the traditional territories of Treaty 6, 7 and 8, and the Métis Nation of Alberta (Zone 4).

In British Columbia, the system crosses the traditional territories of numerous First Nations that are affiliated with the Secwepemc, Dakelh (Carrier), Nlaka'pamux, Syilx/Okanagan, Interior and Coast Salish, Stó:lo, as well as the Métis.

Trans Mountain also operates through 15 First Nation Reserves located within the region spanning the BC interior through Fraser Valley.

Our Commitment to Inclusion, Diversity, Equity and Accessibility (IDEA)

Trans Mountain is committed to fostering inclusion, diversity, equity and accessibility. The diverse viewpoints and cultural knowledge that our employees bring to work enrich our organization’s collective cultural understanding, which is reflected in the work we do every day. We strive to create an environment that is free of barriers to promote full participation in the workplace. Trans Mountain welcomes new team members from traditionally underrepresented groups, including but not limited to women, Indigenous Peoples, members of racialized groups, persons with disabilities and members of the 2SLGBTQI+ community.