Entertainment One

Application Support Manger

Job Locations CA-ON-Toronto
Posted Date 1 week ago(3/8/2018 12:41 PM)
# of Openings
Information Technology
Permanent Full-Time

About Entertainment One

Entertainment One (“eOne”) is a publicly-traded global entertainment company.  eOne’s diversified expertise spans across film, television and music production and sales, family programming, merchandising and licensing, and digital content. Through its global reach and expansive scale, powered by deep local market knowledge, the Company delivers the best content to the world.


Based in Toronto, Canada, eOne was founded in 1973 as retail music distributor Records on Wheels. By 2003 the company had expanded into film, television and family content production and distribution. The company became a constituent of the London Stock Exchange’s FTSE 250 Index in 2013.


Entertainment One’s robust network now includes the film and television studio The Mark Gordon Company; content creation venture Amblin Partners with Steven Spielberg, DreamWorks Studios, Participant Media, Reliance Entertainment, Alibaba Pictures and Universal Filmed Entertainment; the newly-launched MAKEREADY with Brad Weston; leading feature film production and global sales company, Sierra Pictures; unscripted television production company Renegade 83; world-class music labels Dualtone Music Group and Last Gang; and award-winning digital agency, Secret Location.


With offices across North America, Latin America, the U.K., Europe, Asia and Australia, the company has an expansive global footprint of original development, acquisition, production, financing, distribution and sales of must-have entertainment content.



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Position Summary

eOne is currently seeking a highly motivated, energetic and versatile Manager of Application Support to manage Business Application Analysts, have accountability to support eOne core business applications, understanding business needs and meeting expected service level agreements.  The Application Manager Support is expected to be the acknowledged subject matter expert (SME) as it pertains to the operational function, configuration and structure of eOne’s core business applications. Working closely with the business and IT technology teams, the Application Support Manager will analyze business and technical problems, work with IT delivery teams and 3rd party vendors and develop the appropriate operating framework and processes to enable eOne’s business application solutions to scale.  This role will report to VP, Business Solutions, IT.


  • Plan, develop, implement and maintain Service Level Agreement (SLA)/Operational Level Agreements with internal and external teams.
  • Track, monitor, and close production support issues escalated from the help desk and document activities and solutions.
  • Manage operational and support management including escalation.
  • Mentor and coach a team of business application analysts.
  • Work hands on with infrastructure, integration teams and vendors to research, diagnose, troubleshoot and identify solutions to resolve issues in our production systems.
  • Develop productivity and service metrics to measure the team’s performance and effectiveness.
  • Manage IT vendor relationships for core business applications including the communication of eOne business and technical requirements.
  • Maintain vendor agreements and contact repository.
  • Gain an understanding and knowledge of the usage of applications by eOne internal customers.
  • Ensure continuous process improvement, monitoring and innovation by identifying inefficiencies; improving agility of the releases through the environments with different teams.
  • Work with IT team to help develop and execute system or application specific test plans.
  • Conduct regular analysis of existing eOne business needs and make recommendations for improvement and/or enhancements to enhance productivity, security, or performance.
  • Work closely with the IT team to recommend, establish, and follow the policies and guidelines on system use and services.
  • Interface with our IT team to direct and oversee installations and configuration changes for internal business customers.
  • Maintain user authentication and authorization processes for various business applications.
  • Maintain an eOne business application catalogue.
  • Support system audits by maintaining accurate and comprehensive documentation.
  • Provide emergency support as necessary, including after-hours. Develop on-call on rotating weekends, holidays and off-hours support schedules.
  • Establish, contribute to and/or adhere to all key departmental operating procedures around governance, project management, software lifecycle management, change management and application security/ controls.
  • Coordinate with IT infrastructure teams to support high availability and capacity planning.
  • Perform other duties as assigned or required based on the evolution of the role. 
  • Develop and maintain user guides for business applications and establish training sessions where necessary.

Key Competencies

  • Experience with release management, application support and configuration solutions.
  • Demonstrated flexibility and adaptability of approach and style to best meet the needs of the business
  • Ability to translate and present technical concepts into practical business terms
  • Capable of leading and collaborating to deliver new architectures and technology solutions
  • Ability to set and communicate clear direction and performance standards and motivate teams in support of business goals
  • Proven leadership ability including coaching and support of team
  • Ability to think in broad strategic terms for technology and business
  • Highly dynamic and ability to persevere through periods of significant change and challenge in the business environment
  • At least 10 years IT experience including 5+ years managing people in similar capacity
  • Well-developed analytical skills with strong attention to detail.
  • Experience in business requirements documentation.
  • Strong multi-tasking and organizational skills.
  • A University degree in business and/or information technology (or equivalent work experience) is an asset.
  • Demonstrated ability to build relationships, work collaboratively, and resolve problems with people at all levels in the organization, across lines of business and with third party vendors.
  • Excellent interpersonal, communication, negotiation and mediation skills.
  • Self-driven, positive and someone who takes ownership.
  • Advanced proficiency in Microsoft Office suite.


What you’ll be a part of:

·       Taking care: competitive health and dental coverage

·       Investing in your future: employee stock option purchase plan, and local defined contribution pension plans

·       Break time: free snacks, winter holiday office closures, reduced hours in summer

·       Party time: office bar carts, after work drinks, holiday and summer parties, and sometimes just because

·       Be inspired: regular film screenings, concerts, and opportunity to get involved in industry events

·       The office: modern facilities, in house screening rooms, more snacks, and swag

·       Build a better world: transcend entertainment to our corporate social responsibility activities. Plan a social event. Promote healthy lifestyles. Go green. Give back.

·       Grow: develop your career and shape your future




We thank everyone for their interest but only those candidates selected for an interview will be contacted.


We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs.