Senior Manager, Platform Guidewire
Aviva
Markham
6d ago

Role Purpose

Within a given platform domain the Platform Technical Manager role exists to :

  • Develop and deliver technical platform strategy for delivery of scalable, high-quality platform services
  • Actively monitor and manage delivery of platform services, including delivery of technical platform changes
  • Drive compliance and adherence to Business Protection Controls and IT Standards
  • Accountabilities

    The role requires deep subject matter knowledge and insight on platform design, data dictionary and long-term platform strategy.

    Key accountabilities include :

  • Developing deep knowledge and understanding of platforms within remit to support the change agenda and long-term strategy
  • Providing technical design insight and support to software engineers, technical designers, infrastructure teams and others to support change and run activities on the platform
  • Providing technical leadership of teams of engineers and developers
  • Platform expertise

  • Scope, manage & implement run activity in accordance with the agreed platform strategy for aligned customer areas.
  • Perform value adding governance, design & quality assurance to ensure customer outcome is delivered to the highest standard, whilst ensuring delivery is achieved within agreed budget and timescales
  • Contribute to definition of standards within the Platform, based upon industry best practice and compliant with Aviva policies, legislation and regulation
  • Identify, manage and control risks and Issues. Recommend appropriate ways of managing risks identified within proposed solutions.
  • Champion process improvements, embedding new ways of working focus on driving up quality of deliverables and the way we operate within the Platform
  • Technical Design

  • Consultancy in relation to system design, capacity management and maintenance.
  • Ensure that changes to the Platform are compliant with Aviva architecture standards, or deviations are agreed with the relevant governance authorities
  • Influence Change practices based on Aviva strategy and Industry best practice e.g. adoption of Software Engineering practices and tooling
  • Technical / Team Leadership

  • Manage technical teams in the effective support, maintenance and improvement (otherwise known as Run’) of a defined set of IT services and their underpinning applications
  • Relationship management of associated stakeholders including business, architecture and IT suppliers
  • Responsible for service availability, incidents, problems, vulnerability removal, technical refreshes, disaster recovery, capacity and demand, performance.
  • Compliance with Business Protection Controls and IT Standards which impact Run.
  • Governance over Run activities delivered in the DC through 3rd parties. In particular, guaranteeing delivery to contractual obligations within agreed costs.
  • Proactively manage the DC estate including threat and vulnerability management, technical refresh, disaster recovery, business continuity, risk management, monitoring of critical processes, capacity planning and service resilience.
  • Guarantee the security of the DC estate through management of access recertification, segregation of duties, data protection and integrity
  • Act as gatekeeper to new deliveries into the Production environment ensuring there are no risks to service or continuity
  • Guarantee asset registers such as CMDB are accurate and maintained
  • Review and allocation of Run costs within the Platform to ensure cost transparency
  • Change

  • Own technical platforms and their long term integrity and maintainability.
  • Identify, plan and deliver technical activities to maintain technical platform assets.
  • Plan and coordinate deployment, driving delivery of change to meet business needs and agreed commitments
  • Lead and manage a team of software engineers to support development and talent including supply and demand of permanent and GSP staff.
  • This also includes sharing / placing resources in to feature teams

  • Manage and control resources and suppliers ensuring that supply and capability meets agreed commitments including engagement or engineering initiatives
  • Engage with key stakeholders to actively support and coordinate technical deliveries
  • Develop and drive platform strategy through operational innovation, leveraging Platform CoE (eg tools, methods, ways of working, etc)
  • Adapt team ways of working and service delivery model to embrace standards, methods, ways of working as developed / agreed with Platform CoE (S / W development processes, tools, Release Process, Test Services, Deployment methods (eg DevOps), etc)
  • Adhere to agreed standards, ways of working, use of tools, processes, etc
  • Platform Managers will require deep expertise in their particular system domain
  • Risk & Controls

  • Identify, own and manage the specific key risks and / or IT controls and BP standards that you are identified as the owner and / or nominee for on iCARE or Archer
  • Ensure that issues and actions associated to controls / risks are remediated in a timely manner
  • Maintain appropriate records on iCARE or Archer
  • Ensure that controls are sufficiently well designed and operating effectively to keep the risks that they mitigate within Aviva's tolerance level
  • Report and escalate the status of the relevant risks, controls and standards as appropriate
  • Resource Complexity

  • The role has operational accountability for a team including platform specialists, platform designers and software engineers (Perm, GSP and Contractors).
  • This includes direct people management accountability for a team of specialists and indirect task management of resources assigned temporarily to run and change activities

  • Drives delivery through matrix team structures, requiring collaboration and management of both internal and external resources
  • Support the team through delegated tasks including : work scheduling, budget monitoring, coaching and problem solving, induction, training, and helping with recruitment and performance appraisal and development processes
  • Leaders are accountable for developing the capability of their team and their people and for driving the culture of the organization
  • Establish team sense of ownership to deliver better customer outcomes from the Platform
  • Problem Solving

  • Strong problem-solving abilities and the ability to work effectively under pressure. Provision of timely, accurate and succinct updates to senior stakeholders that realistically manage expectations in high pressure situations
  • Accountable for dealing with issues and problems (relating to technical work, people, finance, implementation of change etc) that are not routine.
  • Problem solving may require information gathering, analysis, consideration of options and drawing conclusions on a case-
  • by-case basis e.g. . rapid restoration of services with subsequent root cause analysis and prevention are key outcomes.

  • Guidelines and policy can help but at the heart of the role is the exercise of judgment based on professional training and / or experience, and providing leadership to technical resources to deliver high-
  • quality platform services

  • Ability to give high and detailed level understanding of outcomes wanted for technical deliveries, and recognizing dependencies, across all Platform changes
  • Ability to remove delivery conflicts
  • Provide strategic solutions for deficiencies in process and operational procedures
  • Working with DevOps teams to ensure appropriate input into backlogs and prioritization of delivery in order to address incidents and root causes
  • Delivery of change and / or Acceptance of change from Feature teams into different release pipelines or delivery timeframes
  • Resource alignment to platform and CIO structure due to demand required for scale of deliveries
  • Changes to strategic direction based in Aviva or industry operational and technological advances
  • Change

  • Accountable for identifying, anticipating and driving change to improve performance in their platform
  • Create and drive the transformation of the Run and Change Platform function embracing modern software and release engineering practices
  • Develop a culture of world class delivery and technical innovation within the Platform by aligning mind sets
  • Providing input into Portfolio Planning in order to address issues, ensure services are supportable and to continuously improve delivery and cost-
  • effectiveness of service

  • Driving improved use of approved and budgeted toolsets to support change and run services provision
  • Seeking opportunities and managing the delivery of improved monitoring and automation to improve service and resilience
  • Application of Agile, Scrum and Kanban techniques to manage work
  • Leaders are accountable for developing the capability of their team and their people and for driving the culture of the organization
  • Internal Collaboration

  • Build effective relationships within Aviva across all IT business and service partners, Release and Assurance management
  • Utilize business contacts to get closer to the customer and understand what our customers really want
  • Collaborate with peers across Release, Assurance and Change to gather feedback, review and develop new process and best working practices
  • Ensure collaboration from multiple teams to deliver effective outcome. This will include :

  • Platform teams operating within DevOps models
  • Cloud Operations teams
  • Group IT Operations, particularly MIT
  • CISO
  • Service Managers
  • Business customers
  • Change delivery teams
  • External Interaction

  • Engage and collaborate with Global Source Partners to extract high performance and gain value for money
  • Drive value from Run and Change provided by external partners and understand industry wide best practice developments including partners of Aviva
  • Requirements

  • This role requires someone who has extensive knowledge of Guidewire Integration and JEE technology and proven experience in design, implementation and delivery of Guidewire applications and understands the challenges and constraints that come with the territory.
  • A pragmatic approach is essential to ensure appropriate transformation balanced with providing a stable and trustworthy service that Aviva can believe in.

    Technical and Stakeholder management skills are essential with ability to become a trusted IT Operations partner to our business and respected leader.

  • Demonstrate in depth experience of the Platform they support with practical experience gained over at least a 5 year period
  • Significant Knowledge of various standards and best practices associated with this Platform within comparable
  • Demonstrable experience of managing complex high pressurized situations to a successful conclusion.
  • Ability to manage complex issues ensuring delegated actions are completed to the appropriate standards.
  • Ability to work in an incredibly time-pressured environment
  • Excellent communication skills, both oral and written.
  • IT Service Management
  • Business orientation, able to translate IT into business terms
  • Ability to influence others effectively to achieve the required outcome
  • ITIL Awareness
  • Degree educated or relevant experience
  • Strong background in IT application management
  • Systems Thinking
  • Appreciation of Agile
  • Demonstrable experience of thriving within high pressurized financial services organization
  • A framework for capabilities and skills across IT to further support development and career pathways is being developed
  • Experience with Guidewire is an absolute must have requirement
  • Additional Information

    Aviva Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process.

    If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance.

    If you are selected for an interview and require an accommodation, you are encouraged to advise the Talent Acquisition Partner who will consult with you to determine an appropriate accommodation.

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