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About the Role
This role focuses on providing second-level support for store applications, managing vendor relationships, and driving problem and incident management to ensure optimal application functionality and seamless collaboration between internal teams and vendors.
Responsibilities
- Provide second-level support for store applications.
- Troubleshoot and resolve issues related to store applications.
- Monitor application performance and ensure optimal functionality.
- Document all support activities and update knowledge base.
- Advise on and contribute to monitoring / SRE platforms and systems.
- Act as the primary point of contact for the Vendor.
- Coordinate with Vendor to ensure they are meeting service level agreements (SLAs).
- Report on and contribute to measuring KPIs.
- Attend regular meetings with Vendor to review performance metrics.
- Facilitate communication between internal teams and Vendor.
- Provide necessary support to the Vendor for efficient issue resolution.
- Assist in setting up processes for effective Vendor support.
- Monitor Vendor performance and provide feedback.
- Negotiate support processes and agreements between L2 and other support teams.
- Identify recurring issues and perform root cause analysis.
- Develop and implement action plans to address underlying problems.
- Collaborate with cross-functional teams to develop long-term solutions.
- Maintain problem management records and track progress.
- Analyze, summarize and report on problem metrics for presentation.
- Influence outcomes and decisions without authority.
- Develop and maintain relationships with Product Owners and Business Partners.
- Manage and prioritize incidents reported by store staff.
- Ensure timely resolution of incidents in accordance with SLAs.
- Communicate incident status and updates to relevant stakeholders.
- Conduct post-incident reviews to identify areas for improvement.
- Analyze, summarize and report on (major) incidents for presentation.
- Be available for after-hours on-call support as needed.
Requirements
- 5+ years of Information Technology Service Management (ITSM) experience and/or 5–10 years of experience working in an IT environment.
- Strong experience with Incident Management and Problem Management.
- Proven track record of stakeholder management and leading teams, projects, or cross-functional initiatives.
- Demonstrated ability to influence outcomes and decisions without direct authority.
- Strong data analysis, reporting, and presentation skills.
- Strong technical troubleshooting skills.
- Experience in L2/L3 application support, production support, DevOps, IT operations, infrastructure, or a similar technical support environment is highly beneficial.
- Experience supporting Retail Technology is considered an asset.
- Experience with ITSM and collaboration platforms such as ServiceNow, Jira, and Confluence is an asset.
- Experience with application monitoring, observability, or SRE practices and tooling is considered an asset.
- ITIL 4 Foundation certification is considered an asset.
- ServiceNow training or certification is considered an asset.
- Microsoft Azure and/or AWS certification is considered an asset.
Skills
- Incident Management
- Problem Management
- Stakeholder Management
- Data Analysis
- Reporting
- Presentation Skills
- Technical Troubleshooting
- ITSM
- ServiceNow
- Jira
- Confluence
- Application Monitoring
- Observability
- SRE Practices
Location
- Canada
Work Type
- On-Call Support (TBD)
Experience Level
- 5+ years of Information Technology Service Management (ITSM) experience
- 5-10 years of experience working in an IT environment
Education Level
- Diploma or degree from an accredited technical institution in computer science, information technology, computer engineering, or a related discipline.
Salary/Compensations
- $64,000 – $106,000
- Hiring range: $64,000 - $85,000
Benefits
- Comprehensive benefits and retirement programs
- Performance incentives
- Continuing Education Programs
- Other perks to support your well-being
- Career growth opportunities
- Product discounts
- Store discounts
- Supported learning through our Triangle Learning Academy
- Canadian Tire Profit Sharing
- Retirement and savings programs
- Enhanced flex benefits program
- Mental health benefits ($5,000 per year)
- Total well-being
- Mental health tools and resources
About the Company
- Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies.
- With more than 90 Owned Brands, over 1,600 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies.
- We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward.
- We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees.
- As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees.
- Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility.
- It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging!
- Join us, where there's a place for you here.
Equal Opportunity
- We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do.
- We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification.
- We are united in our purpose of being here to help make life in Canada better.
- We stand firm in our Core Value that inclusion is a must.
- We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond.
- Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.