Customer support representative • laval qc
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Your professional transformation starts here
Are you full of great ideas? Do you dream of building a greener future as part of a company that values your skills and opinions? Are you looking for a flexible employer that will give you the opportunity to grow within the company?
This job is for you!
Manager, Application Support
As an Application Support Manager, you play a key role in the stability, availability, and continuous improvement of the company’s critical applications. You lead a skilled support team, act as the primary escalation point, and serve as the link between business needs, IT operations, and external vendors.
This role is ideal for an experienced IT professional looking to combine technical leadership, operational excellence, and team management.
Our benefits:
Competitive salary and annual bonus
Comprehensive group insurance plan (dental, medical, life, disability, etc.)
Hybrid position with flexible hours following the training period
Access to telemedicine and Employee Assistance Program (EAP)
Retirement plan with employer contribution
Reimbursement for gym memberships and physical activities
Professional development and career advancement opportunities within the company
On-site gym
Responsibilities
Leadership and Team Management (≈40%)
Participate in capacity planning, workload prioritisation, and optimisation of internal and external support resources
Lead, coach, and develop the application support team to ensure high performance and strong engagement
Ensure consistent application of support, release, and escalation processes within the team
Foster team autonomy through clear roles, proper documentation, and structured knowledge transfer
Align support, stability, and improvement priorities with business objectives and IT/product roadmaps
Application Support Operations (≈30%)
Own the availability, stability, and overall quality of application support services
Oversee daily support operations and act as the escalation point for critical and high-priority incidents
Manage releases (RIM) from a support readiness perspective
Escalate major incidents to vendors and ensure resolution within agreed Service Level Agreements (SLAs)
Provide structured feedback to vendors regarding incidents, root causes, and service quality
Improvement, Governance and Continuous Improvement (≈30%)
Act as a key interface between business stakeholders, IT teams, and vendors for application support, improvements, and operational priorities
Maintain and oversee change request (CR) logs
Track, analyse, and report on support and CR performance metrics to support data-driven decision-making
Translate operational issues and release feedback into continuous improvement initiatives
Support planning and readiness activities for releases with partner teams
Own application documentation and knowledge management frameworks
Identify operational risks, ensure compliance with IT and audit standards, and support business continuity and disaster recovery planning (BCP/DRP)
Give meaning to your career and help us make a difference: become a transformation champion!
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Thank you for your interest in joining our team. Please note that we will only contact those whose applications are being considered.
At Sanimax, we see strength in diversity, and we are proud to be an equal opportunity employer
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