Production Support Manager

Loblaw Digital est l’équipe responsable de la construction et de l’exploitation des activités numériques pour le plus grand et le plus prospère détaillant au Canada. Nous créons des solutions de commerce électronique de pointe réactives, dont le site Cliquez et ramassez de Loblaws, qui offre une expérience de courses alimentaires en ligne novatrice. Nous avons également mis au point, et exploitons maintenant, le site primé JoeFresh.com, ainsi que l’application pour iPad et iPhone. Nous sommes établis dans le centre-ville de Toronto et fonctionnons comme une jeune entreprise, mais disposons des ressources d’une entreprise beaucoup plus importante. Nous sommes une équipe sympathique d’entrepreneurs en constante évolution qui travaille en collaboration en vue de transformer la façon dont les Canadiens magasinent.

Pourquoi ce role est-il important?

As a Support Manager, you will oversee the production support team in monitoring, maintaining and ensuring the smooth operation of a world class digital ecosystem. You will roll up your sleeves to lead a team of support staff, collaborate with the engineering teams and software development managers in supporting new releases, enabling features in production, and stage-managing major incidents across multiple lines of businesses.

You should have extensive experience supporting critical production systems on the cloud, excellent communication skills, and a drive to make a significant impact in the ways Canadians’ shop. Expect to take ownership of support processes, to take the lead on incident management, to mentor a growing team, to hold high standards in operation excellence and production availability.

You will lead and mentor a talented team, focusing on excellence in keeping the lights-on for mission critical production systems. In addition to our internal team, you will also be accountable for managing our outsourced development partners across onshore and offshore teams.

What you’ll do:

• Leading and mentoring a high performing support team in a dynamic  environment.

• Ensuring consistent, and timely incident resolution across new digital experiences from multiple e-commerce channels and interfaces - mobile/web and microservices based backend systems on the cloud.

• Ability to apply the right approach – agile or blended – based on project and business needs and effectively manage incidents, support requests and related processes.

• Stage-manage major incidents, participate in post-incident processes like RCA walkthroughs and follow through with meaningful improvements to impacted systems.

• Collaborate with multiple business and technical teams to define and streamline the support strategy.

• Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints.

• Oversee the day-to-today operations of the support team, including monitoring incidents, working with Engineering teams to coordinate releases and managing impact to store operations.

• Manage incidents and escalate issues to engineering teams for resolution as needed.

• Develop and implement processes, policies, and procedures to enhance team efficiency and customer satisfaction.

• Recruit and retain top development talent

Does this sound like you?

• At least 1 year of experience in a Support Manager, Software Development level role, preferably in the retail digital eCommerce business, and you’re looking for a new challenge.

• Demonstrated leadership experience in a production support role in a fast-paced environment.

• Proficiency in using ServiceNow, Jira, Confluence and Slack is an advantage.

• Comfortable managing Pager Duty services, schedules and escalation policies.

• You’re always looking to support your team, to grow your next leaders both from a technical perspective, as well as communication skills.

• You’re a developer at heart. You’re passionate about writing good software, and you’re experienced in making wise tradeoffs.

• You are always learning and growing. Not one to rest on your laurels, you actively seek out things outside your comfort zone.

• Bachelor’s Degree in Engineering or Computer Science required, advanced degree preferred.

• Excellent understanding of the cloud technology stack and microservices architecture.

• Excellent understanding of the agile principles and methodologies.

• Good understanding of both front-end and back-end technologies.

• Strong interpersonal skills including ability to work in a cross-functional environment and communicate with influence at all levels of the organization

• A true leader – someone who enables and inspires their team to do their best work and demonstrates a history of managing support teams in a challenging and dynamic environment

• Demonstrated ability to harness the power of technology and people to accomplish big things.

• Strong sense of urgency and personal commitment.

• Certifications in production support management is preferable , but not a must have.

Comment Réussir:

Chez Loblaw Digital, nous recherchons toujours des personnes formidables pour continuellement renforcer notre culture.  Nous croyons que les gens formidables façonnent nos valeurs, sont authentiques, bâtissent la confiance et créent des liens. 

Si cela vous ressemble et que vous êtes ouvert d’esprit, que vous avez une bonne attitude face aux changements et que vous aimez les défis d’un environnement de travail aux détails dynamiques, postulez aujourd’hui.

Type d'emploi:

Role:

Loblaw Digital limitée considère que la diversité culturelle du Canada est une source de fierté nationale et un symbole de stabilité. Nous nous sommes donné comme priorité de refléter les diversités culturelles de notre pays dans les produits que nous vendons, les gens que nous embauchons et notre culture d’entreprise. Des mesures d’adaptation sont offertes sur demande pour les candidats et les collègues qui ont des handicaps.

En outre, nous croyons que la conformité aux lois consiste à faire ce qu'il faut. Le respect de la loi fait partie de notre Code de conduite; il renforce ce que nos clients et nos parties prenantes attendent de nous.

#FR