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 continual improvement program using AI.

What you will do

• 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 wit...