Senior Manager, Digital Application Reliability & Quality

Bayshore HealthCare is one of the Canada's leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada's Best Managed Companies Program every year since 2006. Bayshore Healthcare is also recognized as Canada's Best Employers in Forbes 2023 list.

Bayshore Healthcare Ltd. is undergoing a significant digital transformation, and we are seeking a results-driven Senior Manager, Digital Application Reliability & Quality to lead our critical application support and quality assurance functions. This is a hands-on leadership role that demands a blend of technical expertise, strategic vision, and a relentless focus on delivering exceptional customer experiences. You will be instrumental in ensuring the seamless operation, continuous improvement, and robust quality of our cloud-based digital service applications. If you are a passionate leader with a deep understanding of modern cloud technologies and a proven track record of driving operational excellence, we want to hear from you.

Responsibilities:

Digital Application Reliability (Managed Services - 50%):

• Provide expert technical support for our cloud-native applications, utilizing serverless architectures and modern development practices.
• This includes rapid incident resolution, root cause analysis, and proactive problem management.
• Lead and mentor a team of Digital Application Support Engineers, fostering a culture of technical mastery, customer advocacy, and continuous learning.
• Establish and maintain strong partnerships with internal IT teams, leveraging IT service management tools (e.g., JIRA, ServiceNow) to streamline incident, change, and problem management workflows.
• Implement proactive monitoring and alerting strategies to ensure optimal application performance and availability.
• Develop and refine support processes, documentation, and knowledge bases to enhance team efficiency and effectiveness.
• Participate in an on-call rotation to ensure 24/7 application support.

Quality Assurance & Engineering (50%):

• Provide strategic leadership and mentorship to the Digital division's QA Practice , empowering them to drive the overall quality assurance strategy and execution.
• Collaborate to define and implement comprehensive QA strategies and test plans aligned with business objectives and technical requirements.
• Champion the adoption of automation testing frameworks and tools to accelerate testing cycles and improve test coverage.
• Oversee the execution of diverse testing methodologies, including functional, performance, security, and usability testing, through the QA Practice Lead.
• Partner with development teams to identify and resolve defects, ensuring the delivery of high-quality software releases.
• Analyze quality metrics and trends, driving continuous improvement initiatives to enhance software quality and reliability, utilizing reports from the QA Practice Lead.

Leadership & Management:

• Provide strategic direction and leadership to the Digital Application Reliability and Quality Assurance teams.
• Establish clear performance expectations, provide regular feedback, and conduct performance evaluations.
• Cultivate a collaborative and inclusive team environment that fosters knowledge sharing and professional growth.
• Manage team resources effectively, optimizing staffing levels and resource allocation.
• Contribute to the development and execution of the organization's overall technology strategy.

Reports to: Chief Digital Officer

Work Location : Bayshore Healthcare, National Office, Mississauga ON

Hybrid - At least 2 days onsite weekly

Qualifications:
Education

• Bachelor's degree in Computer Science, Information Technology, or a related field

Experience

• 7+ years of progressive experience in IT, with a focus on application support, managed services, and/or quality assurance.
• 3+ years of experience in leading and managing technical teams, including experience managing managers/leads.
• Extensive experience with cloud computing platforms (AWS, Azure) and cloud-native architectures.
• Strong technical proficiency in serverless technologies and modern software development practices.
• Proven experience with IT service management tools (e.g., JIRA, ServiceNow).
• Deep understanding of quality assurance methodologies, testing frameworks, and automation tools.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to thrive in a fast-paced, agile environment.

Preferred Skills/Experience:

• Proficiency in JavaScript, Node.js, Kubernetes, and serverless technologies.
• Experience with DevOps practices and Agile methodologies.
• Relevant certifications (e.g., AWS Certified Solutions Architect, Azure Administrator).