Grade:  P8

Referral Level: Level 1

Division: IGM-Tech

IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under management. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management and Mackenzie Investments. 

Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy is Mackenzie Investments, founded in 1967.  Mackenzie Investments is a holistic asset-management partner for thousands of Canadian financial advisors and the investors they support.   

At Mackenzie Investments You Can Build Your Career with Confidence. 

We have a vision and a strategy that will challenge the way business in this industry is done and help Canadians be successful in the ways that mean the most to them. As part of our team, you will do some of your best work, develop some of your most valuable skills and give back in ways that make a difference in the lives of Canadians.  We are proud to be recognized as one of Canada’s Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and centre. 

Join an unstoppable team that is embedded in continuous learning, understanding, and knowledge sharing. You will thrive in our supportive environment where you can indulge your curiosity to learn, while receiving the feedback you need to refine your skills and abilities. We are dedicated to offering a hybrid work environment when applicable. 

Mackenzie Investments is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.  

The Role

Reporting to the Director, Technology Tools Engineering, the Senior Service Manager will be responsible for leading the Observability Practice. It is a new role for a growing team to scale the Observability practices within IGM Technology and their 3rd party partners. You will advocate for end-to-end visibility of the full-stack of applications and their systems for incident avoidance and cloud cost optimization. You'll be a critical leader influencing the leads of Application Development Delivery teams, Infrastructure Engineering teams, and Operations teams on Observability & SRE best practices such as Real User Monitoring, Synthetic Monitoring, Application Performance Monitoring, Error Monitoring, Log Monitoring, and Infrastructure Monitoring including the Network and the Databases. This role will be a subject matter expert in tier-1 premium observability tooling such as Datadog. The Senior Service Manager will lead a team of fulltime staff, contractors and partner vendors implementing the Observability strategy.

Key responsibilities:

• Team building and leadership skills
• Assist in crafting the strategic vision of the Monitoring, Altering and Observability program at IGM
• Drive the optimization of existing tools, keeping abreast of industry trends and recommending enhancements to the program
• Subject Matter Expert and evangelist for observability, leading tool adoption and governing best practices
• Observability and Site Reliability Engineering coaching across Application Delivery, Infrastructure Delivery, Technology Operations Center, Support & Operations team members
• Lead the Observability community of practice
• Collaboration with Managers, Architects, Tech Leads from various teams
• Maintain roadmaps and manage contractual agreements

Key Qualifications

• Bachelor’s degree in Computer Science or related field
• 10+ years of work experience in Cloud Engineering, App Development, Systems Administration, or Operations
• 5+ years of work experience in an Enterprise work environment
• 3+ years of management experience
• Ability to lead and mentor
• Strong customer service orientation
• Good communication (verbal and written) & presentation skills
• Effective negotiation skills
• Dedication to learning and positive growth mind-set
• Advanced experience with Monitoring and Logging
• Senior level experience with Scripting and Configuration as Code
• Advanced practical experience with Observability tools:
• Must have experience with one of the following: Datadog, Dynatrace, New Relic, AppDynamics, Splunk
• Experience in a multi cloud environment (Azure, GCP, AWS)
• Experience with any of the following will be an asset: Prometheus, Grafana, Honeycomb, Elastic, Logstash, Kibana, Open Telemetry
• Experience building and managing Telemetry Pipelines
• Experience with CI Visibility

Please visit our career page by clicking on the following link: https://www.mackenzieinvestments.com/en/careers 

We thank all applicants for their interest in Mackenzie Investments; however, only those candidates selected for an interview will be contacted.  

Mackenzie Investments is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.  

Please apply by February 27, 2025. 

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