Manager HCM Applications Support

Chartwell Retirement Residences; Mississauga; On-site; CAD 90,000 - 120,000; Full time

Job summary

Chartwell Retirement Residences seeks an experienced Manager, HCM Operations Support to oversee Oracle HCM Cloud and related HR systems. You will lead a team delivering production support, incident management, and service delivery while partnering with HR, Payroll, IT, and external vendors to ensure reliable system performance.

The role focuses on stability, escalation management, and continuous improvement in a multi-site environment, with strong emphasis on documentation, controls, and

Qualifications

• University degree in Computer Science or related field.
• ITIL certification or equivalent practical knowledge is an asset.
• 6+ years of progressive Information Systems experience supporting Oracle HCM applications, with leadership/management experience.
• Experience leading a team in production support and service delivery.

Responsibilities

• Lead the day-to-day operational support of Oracle HCM Cloud and HR systems to ensure availability and stability.
• Manage production support activities including incident management, break-fix, service requests, user support, and escalation.
• Act as primary escalation point for complex production issues and coordinate with internal teams, Oracle, and vendors.
• Ensure all activities are tracked in the ticketing system with visibility for reporting and trend analysis.
• Oversee team workload, priorities, and service levels to ensure consistent delivery.
• Conduct root cause analysis to reduce recurring issues and improve stability.
• Coordinate system changes to maintain compliance and business continuity.
• Review quarterly releases and patches from an operational readiness perspective.

Skills

Oracle HCM Cloud

Incident management

Service delivery

Vendor management

Security access

Team leadership

Root cause analysis

Documentation

Education

CS degree

ITIL certification

Job description

Reporting to the Director, Information Systems, the Manager, HCM Operations Support is responsible for the day-to-day operational support, stability, maintenance, and service delivery of the organization’s Oracle HCM Cloud footprint and related HR systems.

The Manager, HCM Operations Support will oversee ongoing support activities across Oracle HCM Cloud modules. The role is accountable for ensuring production support is delivered effectively, incidents and service requests are managed within expected service levels, recurring issues are addressed through root cause analysis, and system operations remain aligned with business needs and compliance requirements.

The Manager, HCM Operations Support will also support other peripheral and integrated HR-related systems as needed. This role will work closely with HR, Payroll, IT, and external vendors to ensure reliable system performance and effective operational support.

The Manager, HCM Operations Support will be:

• a strong operational leader focused on service stability, responsiveness, and issue resolution
• a collaborative business partner who works closely with functional teams to support day-to-day operations
• a hands-on manager who can guide the team through production issues, escalations, and support priorities
• a pragmatic problem-solver who ensures support processes are efficient, controlled, and well documented
• an effective manager of vendor support relationships, service commitments, and escalations
• a leader who fosters accountability, teamwork, and continuous improvement within the support function

Roles and responsibilities:

• Lead the day-to-day operational support of Oracle HCM Cloud and related HR systems, ensuring system availability, service quality and Stability, and timely issue resolution.
• Manage production support activities including incident management, break-fix support, service requests, user support, and issue escalation.
• Act as the primary escalation point for complex production issues and coordinate resolution with internal teams, Oracle, and third-party vendors as required.
• Ensure all support activities are tracked and managed through the organization’s ticketing system, maintaining full visibility for reporting, trend analysis, and service management.
• Oversee support team workload, priorities, and service levels to ensure consistent and effective support delivery.
• Monitor recurring issues and conduct root cause analysis to reduce repeat incidents and improve overall system stability.
• Coordinate and support operational system changes required to maintain compliance, business continuity, and existing business processes, including updates related to policy, payroll, legislative, or collective bargaining agreement changes.
• Manage Oracle Service Requests and work directly with Oracle support to address system issues, service disruptions, and product-related concerns.
• Review quarterly releases, patches, and mandatory updates from an operational readiness perspective, ensuring risks are assessed, testing is coordinated and completed, and business stakeholders are informed.
• Partner with business teams to coordinate testing activities related to production fixes, patch validation, and operational changes.
• Ensure support documentation, knowledge articles, standard operating procedures, and issue resolution records are maintained and kept current.
• Support IT controls, audit requirements, access reviews, and compliance-related activities in partnership with appropriate internal stakeholders.
• Review and oversee user access, security roles, and segregation of duties within the HCM environment.
• Lead, coach, and develop the HCM operations support team, ensuring clear accountability, skill development, and strong customer service.
• Maintain effective working relationships with HR, Payroll, Benefits, and other business stakeholders to ensure support priorities align with operational needs.

Qualifications:

Education

• University degree in Computer Science, or in a relevant field of study
• ITIL certification or equivalent practical knowledge is an asset

Experience

• 6+ years of progressive Information Systems experience supporting Oracle HCM applications, with recent experience in a leadership or management role
• Strong experience in operational support, incident management, service delivery, and production support environments
• Strong background in HR, Payroll, Benefits, and related business processes
• Experience supporting a multi‑module Oracle HCM Cloud environment
• Experience managing vendor relationships and coordinating support with external service providers
• Experience in seniors housing, health care, real estate, or another multi-site enterprise environment is an asset

Skills & Abilities

• Strong knowledge of Oracle HCM Cloud modules, and business processes.
• Strong understanding of operational support models, ticket management, issue prioritization, escalation handling, and service reporting
• Experience managing application maintenance activities including patch reviews, release coordination, testing support, and production readiness
• Experience managing incidents, service requests, break-fix support, and root cause analysis
• Experience working with Oracle Support and managing Service Requests effectively
• Knowledge of security administration, user access reviews, and segregation of duties controls
• Knowledge of HCM Extracts, HDL or data loads, BIP, Fast Formulas, and other operational support tools is an asset
• Strong people leadership and coaching capability
• Strong troubleshooting and analytical skills
• Ability to work independently, proactively, and with strong judgment
• Strong written, verbal, and presentation skills
• Strong organizational skills with the ability to manage multiple priorities
• Practical, service-oriented, and detail-focused approach
• Strong collaboration skills and ability to work across business and technical teams
• Bilingualism in English and functional French is an asset

Working Conditions

• Availability to work non-standard hours when required for production support, critical incidents, or scheduled maintenance activities
• Flexibility during peak operational periods