Manager, IT Production Support

Ready to Make an Impact Reporting to the VP, IT Operations, the Manager, IT Production Support is a customer-focused leader responsible for ensuring the reliability and performance of IT systems while partnering with Sales to address technology needs and enhance service delivery. This role oversees a team responsible for managing incident resolution, service optimization, and recurring technical challenges, aligning IT capabilities with enterprise goals.   This position is being posted to fill an existing vacancy within the department.   Here is where you will be focusing to ensure your success   Lead, manage, and develop a team of IT professionals responsible for production support and customer success to ensure system reliability, incident resolution, and continuous service improvement. Partner with National & Regional Sales, Operations, and other business stakeholders to identify and implement technology solutions that address the goals, needs and challenges of our customers. Develop and maintain strong customer relationships by providing transparency, addressing pain points, and driving innovative IT service enhancements. Oversee incident management, root cause analysis, and resolution of recurring technical issues to minimize disruptions and improve operational efficiency. Manage relationships with third‑party Loan Origination Systems (LOS), vendors and data providers to ensure seamless integrations and coordinated incident resolution. Monitor IT system performance, ensure compliance with industry standards and customer commitments, and drive process improvements to optimize IT operations. Develop reports and dashboards to track KPIs, SLA performance, and operational trends for lender support activities. Collaborate with cross-functional teams to plan and execute technology upgrades, system enhancements, streamlining of workflows, automation of manual tasks, and service delivery initiatives. Create, implement and maintain a customer centric support process and its’ procedures and documentation to ensure compliance with internal KPIs and customer SLAs. Maintain customer focused support documentation, runbooks, standard operating procedures (SOP), and training materials to strengthen internal knowledge and consistency. Work within an agile development process, collaboratively across the IT and business functions to iteratively implement strategic IT deliverables and assist with implementation of DevOps SDLC. Work closely and collaboratively with the IT Leadership on assessment of external technology solutions and services ensuring consistency with business direction and technology sustainability. Proactively monitor business strategies and MI industry innovations and incorporate into Production Support roadmaps. Lead and participate in cross functional projects as required.   What we are looking for   Bachelor’s degree in computer science, Engineering, Information Technology, Business Administration, or a related field. 5+ years of experience in IT production support or IT operations, with 2+ years in a leadership or managerial role. Strong understanding of IT service management (ITSM) frameworks, such as ITIL, and experience with incident and problem management. Proven ability to collaborate with business stakeholders to align technology solutions with customer needs. Excellent leadership and team management skills, with a track record of building high-performing teams. Strong problem-solving and analytical skills, with the ability to address complex technical challenges. Exceptional communication and interpersonal skills, with the ability to translate technical concepts into business terms. Knowledge of insurance industry systems and regulatory requirements is a plus. Superior project management skills and attention to detail with the ability to work with and influence all levels in the organization. Bilingual in English and French is an asset. #LI-Hybrid