Job Description

07/11/2026

Address:

33 Dundas Street West

Technology

Job Title - NARP Technology Service Delivery/Production Support Analyst

The NARP Technology Service Delivery/Production Support analyst is accountable and responsible for the end‑to‑end leadership, governance, and execution of production support activities across NARP Technology. This role is an individual contributor position that serves as a representative for NARP Tech production support, operating independently while coordinating concurrently with a large number of internal and external teams.

The incumbent provides 24/7 production support leadership for Credit Card vendor platforms and BMO‑owned applications, ensuring platform stability, rapid incident recovery, and continuous service improvement. The role has a strong focus on Incident Management, Problem Management, Change Management, Vendor Engagement, and Site Reliability Engineering (SRE) practices.

Key Accountabilities

Production Support & Incident Management Leadership

• Act as the Production Support for all NARP Technology platforms, including credit card vendor and internally owned applications.
• Lead and govern the Incident Management process, including severity assessment, escalation, recovery coordination, and communication in a 24/7 environment.
• Serve as the primary lead for SEV‑1 incidents, both during and after business hours.
• Lead SEV‑1 bridge calls and Major Incident Response Team (MIRT) engagements, representing NARP Technology and vendor platforms.
• Ensure rapid recovery of services through effective coordination with internal technology teams, vendors, and business stakeholders.
• Proactively identify emerging issues and trends to reduce recurrence and improve platform resilience.

Vendor & Stakeholder Management

• Act as the primary liaison between NARP Technology, third‑party vendors, internal IT teams, business partners, and Line of Business (LOB) leadership.
• Manage vendor engagement during incidents, outages, and change activities, including coordination with TSYS and other card and payment vendors.
• Lead and coordinate vendor impact assessments, outage management activities, and downstream dependency analysis.
• Ensure all vendor‑related questions, assessments, and responses are managed efficiently and within defined timelines.

Problem Management & Root Cause Analysis

• Lead and actively participate in Root Cause Analysis (RCA) investigations, including issue triage, diagnosis, and remediation planning.
• Ensure action plans and ServiceNow (SN) tasks are followed through to closure without delay.
• Document root causes, corrective actions, and preventive measures to improve long‑term platform stability.
• Conduct independent analysis and assessments to resolve complex and strategic production issues.

Change, Outage & Impact Management

• Lead the end‑to‑end process for vendor and internal outage management, including impact assessment and mitigation planning.
• Ensure all tickets, intakes, approvals, and scheduling activities are completed in alignment with established processes.
• Ensure Change Requests (CRs) are created, reviewed, and approved in accordance with Change Management and LTO requirements.
• Lead cross‑team assessments to determine downstream impacts to BMO systems, applications, and payment/card processes.
• Ensure QA and testing teams are engaged appropriately when testing is required for issue remediation or change implementation.
• Support adherence to SDLC and change governance processes to minimize customer and business impact.

Operational Excellence & SRE Practices

• Drive continuous improvement through the identification of automation opportunities and operational efficiencies.
• Apply Site Reliability Engineering (SRE) principles to improve availability, reliability, and observability of platforms.
• Lead the implementation and enhancement of real‑time monitoring dashboards to track platform stability and performance.
• Own and lead resilience improvements across vendor and internal platforms.
• Manage patching and vulnerability planning and execution to maintain security and compliance.

Reporting, Metrics & Communication

• Manage assignment and tracking of all production issues and tickets initiated through ServiceNow.
• Monitor and report on SLA adherence, including identifying and addressing SLA breaches and trends.
• Deliver consolidated monthly management reporting on incidents, escalations, outages, and stability metrics.
• Provide actionable insights and recommendations for service and platform improvements.
• Ensure timely, clear, and effective communication to stakeholders in alignment with established communication protocols.

Technical Leadership & Collaboration

• Lead coordination across multiple technology teams to ensure effective analysis, implementation of fixes, and controlled changes.
• Conduct detailed code reviews as required and provide constructive, actionable feedback.
• Support production issues through hands‑on technical investigation and diagnosis.
• Ensure third‑party integrations are practical, feasible, and aligned with underlying technologies and architectural standards.

Required Qualifications & Experience

• Proven experience in a Senior Production Support leadership role, ideally within financial services.
• Extensive experience in Incident, Problem, Change, and Escalation Management in a 24/7 environment.
• Strong expertise in credit card and payment platforms, including deep knowledge of TSYS and other card/payment vendors (e.g., G&D, Symcor, Visa, MasterCard, loyalty platforms).
• Advanced understanding of vendor technology integration and complex, multi‑team dependency management.
• Demonstrated ability to lead multiple, concurrent, and highly complex technical issues and changes.
• Strong technical and developer mindset with the ability to engage deeply in analysis and remediation activities.
• Experience applying SRE principles, automation, and real‑time monitoring solutions.
• Strong analytical skills with the ability to identify trends, risks, and strategic improvement opportunities.
• Exceptional communication, stakeholder management, and documentation skills.
• Ability to operate independently as a senior individual contributor while influencing across organizational boundaries.

$61,600.00 - $113,900.00

Salaried

The above represents BMO Financial Group’s 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 Group’s expected target for the first year in this position.

BMO Financial Group’s 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: https://jobs.bmo.com/global/en/Total-Rewards

About 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. We’ll 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, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s 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.