Manager, Brand Technology Production Support

Loblaw; Brampton; On-site; CAD 68,000 - 94,000; Full time

Job summary

Loblaw Companies Limited is seeking a Production Support Manager on a 12‑month contract to lead end‑to‑end production support, service reliability, and maintenance across Loblaw Brands technology systems. You’ll manage incidents, improve operations, and partner with technology, business, and vendors to minimize disruption.

The role focuses on active incident response, problem management, and ensuring deployments are ready and validated post‑implementation.

Qualifications

• Bachelor’s degree or College diploma in Information Systems, Computer Science, Technology, or related field.
• Minimum 5 years of experience in production support, IT operations, or similar role.
• Experience leading production incidents and escalations in a service-oriented environment.
• Experience with IT service management practices (Incident, Problem, Change, Release).
• Solid knowledge of enterprise platforms including SAP; FileMaker Pro experience; SNOW ticketing asset.

Responsibilities

• Oversee daily production support operations; own or coordinate issue resolution and meet SLAs.
• Lead major/critical incident response, triage, communications, escalation, remediation.
• Collaborate with vendors and teams to diagnose incidents with minimal business impact.
• Facilitate troubleshooting and incident calls with clear timelines and ownership.
• Drive root cause analysis and actions to reduce recurrence.
• Ensure production releases and changes are tested, communicated, and ready.
• Define support readiness, monitoring and documentation for projects.
• Monitor metrics like SLA compliance and service availability to drive improvements.
• Foster continuous improvement through runbooks and automation.
• Lead technology enhancement projects across Loblaw Brands systems.

Skills

Communication

Problem solving

Incident management

ITSM

SQL

APIs

Excel

SAP

FileMaker Pro

SNOW

Education

Bachelor’s degree

Tools

SAP

FileMaker Pro

SNOW ticketing

MS Visio

Excel

Job description

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Production Support Manager - 12mth Contract

The Marketing and Brand Technology and Implementation Team is looking for a Production Support Manager to lead end-to-end production support, service reliability, and maintenance across Loblaw Brands technology systems. The role is accountable for incident resolution, service stability, data integrity, operational readiness, and continuous improvement, while partnering with technology, business, and vendor teams to minimize business disruption

What makes this opportunity outstanding? At Loblaws Inc., we are committed to crafting a flawless, world-class technology environment. This role offers the chance to work with exceptionally talented teams and collaborate across various functions to ensure our technology systems excel at the highest level. The Production Support Manager will help strengthen service resilience through proactive monitoring, operational discipline, automation, and measurable continuous improvement.

Reporting into the Senior Technology and Implementation Manager, the Production Support Manager will be responsible for:

1. Oversee daily production support operations for Loblaw Brands Technology Systems; own or coordinate resolution of complex technical issues escalated by business users, prioritizing customer impact and meeting agreed SLAs
2. Lead major/critical incident response, including triage, incident command, stakeholder communications, escalation, service restoration, and post-incident follow-up.
3. Collaborate with vendors, application teams, infrastructure, data, security, and business partners to diagnose and resolve incidents while minimizing business impact.
4. Facilitate technical troubleshooting and major incident calls, engaging the right teams at the right time and maintaining clear incident timelines, decisions, actions, and owners.
5. Drive problem management and root cause analysis for recurring and major incidents; ensure corrective and preventive actions are prioritized, tracked, and completed to reduce recurrence.
6. Ensure production releases, deployments, hotfixes, and change activities are operationally ready, appropriately tested, communicated, and validated after implementation.
7. Partner with Loblaw technology and cross-functional teams on enterprise-level projects to define support readiness, monitoring, documentation, support processes, and transition-to-production requirements.
8. Establish and monitor operational metrics such as SLA compliance, service availability, incident volume, backlog health, recurrence, and aging; use trends to drive service improvements.
9. Develop a culture of continuous improvement through coaching, mentoring, runbooks, knowledge management, automation, and standardization of support practices.
10. Act as a project lead on technology enhancement projects, driving scope, planning, execution, and cross-functional coordination to deliver improvements across Loblaw Brands technology systems.

Requirements:

1. Bachelor’s degree or College diploma in Information Systems, Computer Science, Technology, or a related field.
2. Minimum 5 years of experience in production support, application support, IT operations, or a similar role in a multi-system enterprise environment.
3. Demonstrated experience leading production incidents, customer/business escalations, and issue resolution in a service-oriented environment.
4. Experience with IT service management practices, including Incident, Problem, Change, and Release Management.
5. Solid knowledge of enterprise application platforms, including SAP; FileMaker Pro experience, SNOW ticket system remains an asset where relevant to the supported environment.
6. Strong technical expertise in SQL, data analysis, database concepts, and Microsoft applications, particularly Excel; experience with service-management or collaboration tools is an asset.
7. Understanding of application integrations, APIs, batch processing, networking, infrastructure dependencies, and cloud-based environments sufficient to troubleshoot production issues across systems.
8. Strong written and verbal communication skills across all levels, including senior leadership, with the ability to communicate clearly during high-impact incidents.
9. Strong problem-solving, prioritization, facilitation, and decision-making skills, with the ability to remain effective in high-pressure situations and coordinate cross-functional teams and vendors.
10. Proficiency in process mapping and documentation using MS Visio or similar tools; ability to create and maintain runbooks, support procedures, and operational readiness documentation.

At Loblaw, we respect the environment, source products with integrity and make a positive difference in the community. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers.

Loblaw recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. At Loblaw, we celebrate diversity where differences are valued and supported. Commitment to being an equal opportunity employer is a priority to us, and we encourage people from all backgrounds and identities to apply to our jobs.

Accommodation in the recruitment, assessment, and hiring process is available upon request for applicants with disabilities.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada's Best Diversity Employers, Canada's Greenest Employers & Canada's Top Employers for Young People.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note

Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

Hiring Range / Échelle salariale à l’embauche :$68,000.00 - $93,500.00 / 68.000,00$ - 93.500,00$ (per year / par an)A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.