Manager, Brand Technology Production Support
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Venez faire votre différence dans les communautés à travers le Canada, où l'authenticité, la confiance et l'établissement de liens sont valorisés - alors que nous façonnons l'avenir du commerce de détail au Canada, ensemble. Notre position unique en tant que l'un des plus grands employeurs du pays, celle associée à notre engagement à avoir un impact positif sur la vie de tous les Canadiens, viens offrir à nos collègues une gamme d'opportunités et d'expériences pour aider les Canadiens à Vivre Bien, Vivre Pleinement.
Chez Les Compagnies Loblaw Limitée, nous réussissons grâce à la collaboration, à l'engagement et nous plaçons la barre haute pour nous-mêmes et ceux qui nous entourent. Que vous débutiez votre carrière, que vous réintégriez le marché du travail ou que vous recherchiez un nouvel emploi, votre place est avec nous.
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.
Notre engagement envers la durabilité et l'impact social est un élément essentiel de notre façon de faire des affaires. Nous concentrons notre attention sur les domaines où nous pouvons avoir le plus grand impact. Notre approche de la durabilité et de l'impact social repose sur trois piliers - l'environnement, l'approvisionnement et la communauté. Nous recherchons constamment des moyens de faire preuve de leadership dans ces domaines importants. Nos valeurs ÊTRE – Engagement, Tient à coeur, Respect et Excellence – guident toutes nos prises de décision et prennent vie à travers notre culture bleue. Nous offrons à nos collègues des carrières progressives, une formation complète, de la flexibilité ainsi que les nombreux avantages compétitifs - voici quelques-unes des nombreuses raisons pour lesquelles nous sommes classés au palmarès des meilleurs employeurs du Canada, au palmarès des meilleurs employeurs pour la diversité au Canada, au palmarès des employeurs les plus verts au Canada et au palmarès des meilleurs employeurs pour les jeunes au Canada.
Si vous ne savez pas si votre expérience correspond à toutes les exigences ci-dessus, nous vous encourageons à postuler quand même. Nous recherchons des perspectives de candidatures variées, qui incluent des expériences diverses que nous pouvons ajouter à notre équipe.
Nous nous concentrons depuis longtemps sur la diversité, l'équité et l'inclusion, car nous savons que cela fera de notre entreprise un meilleur lieu de travail et de magasinage. Nous nous engageons à créer des environnements accessibles pour nos collègues, candidats et clients. Les demandes d'aménagement en raison d'un handicap (qui peut être visible ou pas, temporaire ou permanent) peuvent être faites à n'importe quel stade de la demande et de l'emploi. Nous encourageons les candidats à faire connaître leurs besoins en matière d'accommodation afin que nous puissions offrir des opportunités équitables.
Veuillez noter:
Les candidats âgés de 18 ans ou plus doivent effectuer une vérification des antécédents criminels. Les détails seront fournis lors du processus d’embauche.
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