Senior 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 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.