Senior NARP Production Support Manager

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The Senior NARP Tech Production Support Lead will be accountable and responsible for all the support type of activities listed below. This individual needs to be a very senior individual who can work both independently and as well with huge number of teams concurrently. This individual is the overall lead for this work as an individual contributor. This role will support all Credit card vendor applications as well as other BMO owned applications within the NARP Tech team.

The Senior Support Lead for Incident manage will actively Lead and manage the process and governance model for NARP Tech Team.

The incumbent will liaison with all internal IT teams vendors business representatives and LOB management coordinating the rapid recovery of incidents in a 24/7 environment.

This portfolio includes credit card and vendor platforms critical services. The candidate will help facilitate and actively contribute to and participate in problem identification and severity assessment as well as the overall Incident and Problem resolution including leading Root Cause Analysis Investigations and Remediation planning.

The candidate will contribute to the overall support and stability of BMOs credit card platforms through the effective and efficient execution of the Incident and Problem management processes.

You will also be tasked with providing management information and recommendations for service improvements. You will also be delivering a consolidated support view into all NARP Tech support activities which also include Patching and Vulnerabilities Certificates support implement SRE strategy and best practices and real time monitoring dashboards.

• Manage the assignment of all issues/tickets which initiate on the SN platform.

• Identify opportunities to automate and create efficiencies
  • Follow up is completed regularly and identify trends gaps opportunities

• Follow the BMO and Vendor SLAs for updates metrics to track SLAs misses lateness etc
• Responsible for communicating to stakeholders following the established process of when to communicate to who and how.
• Lead SEV 1 calls (during business and after hours
  • Lead the communication of SEV 1s to all business and tech stakeholders
  • Represent NARP Tech Vendors in MIRT Calls
  • Engagement of vendors as needed
  • Assist the investigation/assessment of Issue/Escalation
  • Work with the Vendor (TSYS) business Technology managers developers solution architects testing teams vendors business teams and delivery teams from various groups within and outside BMO.
  • Requires resource to be a self-starter with strong TSYS Vendor Issue management Vendor technology integration.
  • Ability in leading multiple and complex change management/Issues

• Manage the process to perform impact assessment to BMO system/applications due to Vendor Changes/Outage Management activities
• Ensures Tickets/intakes are created approval and scheduling of each Outage management activity.
  • CR are opened as per process to ensure they are ready and complete to review with LTO and Change Management
  • Documents all impact assessments and mitigations
    • Lead all the assessments with vendor and downstream tech teams
  • Submits any relevant questions to vendor on Wed to ensure responses are received on Fridays
    • Important to get all the details the 1st go around otherwise you can delay the e2e process
• Ensures the engagement of QA and other Testing teams when testing required for issue fixes
• Manage the assessment with vendor and internal teams to determine which activities/issues will have a BMO downstream impact
  • Lead the co-ordination with teams successfully by always documenting the issues activities impacts and how to mitigate to reduce bank and client impact
• Support the process and ensuring that appropriate teams are engaged assessment complete and change implemented by following current SDLC process as required.
• Liaises with third party vendors when appropriate to ensure that the integration of third party products and existing applications and systems is practical and feasible given the underlining technologies
• Manage the impact of Outages to the BMO payment/card echo systemprocesses/solution/product/service deliver the impact assessment to teams to perform their assessments.
• Identifies emerging issues and trends to inform decision-making.
  • Understand the trends and recommendations
• Conducts independent analysis and assessment to resolve strategic issues.
• Builds effective relationships with internal/external stakeholders and ensures alignment.
• Monitors and tracks performance and addresses any issues.
• Leads/conducts detailed code-reviews and provides feedback in a constructive manner.
  • As it pertains to issues and investigations for triage and root cause
• Interacts with key business & technology stakeholders to define analyze and deliver requirements that reflect the needs of both the business and end-customers.
• Supports production issues includes independently completing root-cause analysis and diagnosis.
  • Leads/participates in RCA by following up on action plans/items to closure including SN Tasks not being delayed/late
• Recommends or automates approaches to streamline and integrate technological processes and/or systems to improve operational efficiency and effectiveness.

• Proven experience working in a software development production support environment ideally in the financial services industry
• Experience in Change Management
• Strong experience in Issues/Escalation Management
• Ability to apply SRE knowledge to this platform/work
• Monitor/build real time dashboards to monitor stability of the platforms
• Create and deliver monthly management reporting on issues/escalations
• Lead and own all resilience and vendor platform improvements
• Very Strong TSYS/Card Vendor Knowledge and/or experience (G&D Symcor Visa MC Airmiles Loyalty Platforms)
• Technical/Developer Mindset/Knowledge
• Ability to lead multiple technical teams to ensure analysis implementation of fixes changes to ensure no negative impact to BMO applications and BMO customers.
• Advanced level of knowledge in payment platforms

• Patching and Vulnerabilities planning and execution of plans
• Determine and work with senior leaders strategy for Consolidated support model and SRE Strategy

• Superb communication skills

The above represents BMO Financial Groups pay range and type.

Salaries will vary based on factors such as location skills experience education and qualifications for the role and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles the salary listed above represents BMO Financial Groups expected target for the first year in this position.

BMO Financial Groups total compensation package will vary based on the pay type of the position and may include performance-based incentives discretionary bonuses as well as other perks and rewards. BMO also offers health insurance tuition reimbursement accident and life insurance and retirement savings plans. To view more details of our benefits please visit: Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting positive change for our customers our communities and our people. By working together innovating and pushing boundaries we transform lives and businesses and power economic growth around the world.

As a member of the BMO team you are valued respected and heard and you have more ways to grow and make an impact. We strive to help you make an impact from day one for yourself and our customers. Well support you with the tools and resources you need to reach new milestones as you help our customers reach theirs. From in-depth training and coaching to manager support and network-building opportunities well help you gain valuable experience and broaden your skillset.

To find out more visit us at is committed to an inclusive equitable and accessible workplace. By learning from each others differences we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO directly or indirectly will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid written and fully executed agency agreement contract for service to submit resumes.