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Chartwell Retirement Residences

Manager HCM Applications Support

Mississauga, ON, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Nov 28, 2026
Experience: 6+ years of progressive Information Systems experience supporting Oracle HCM applications, with recent experience in a leadership or management role
Posting language: English
Posted: Oct 29, 2026

Original job description

The Opportunity

Reporting to the Director, Information Systems, the Manager, HCM Operations Support is responsible for the day-to-day operational support, stability, maintenance, and service delivery of the organization’s Oracle HCM Cloud footprint and related HR systems.

The Manager, HCM Operations Support will oversee ongoing support activities across Oracle HCM Cloud modules. The role is accountable for ensuring production support is delivered effectively, incidents and service requests are managed within expected service levels, recurring issues are addressed through root cause analysis, and system operations remain aligned with business needs and compliance requirements.

The Manager, HCM Operations Support will also support other peripheral and integrated HR-related systems as needed. This role will work closely with HR, Payroll, IT, and external vendors to ensure reliable system performance and effective operational support.

The Manager, HCM Operations Support will be:

a strong operational leader focused on service stability, responsiveness, and issue resolution
a collaborative business partner who works closely with functional teams to support day-to-day operations
a hands-on manager who can guide the team through production issues, escalations, and support priorities
a pragmatic problem-solver who ensures support processes are efficient, controlled, and well documented
an effective manager of vendor support relationships, service commitments, and escalations
a leader who fosters accountability, teamwork, and continuous improvement within the support function

Roles and responsibilities:

Lead the day-to-day operational support of Oracle HCM Cloud and related HR systems, ensuring system availability, service quality and Stability, and timely issue resolution.
Manage production support activities including incident management, break-fix support, service requests, user support, and issue escalation.
Act as the primary escalation point for complex production issues and coordinate resolution with internal teams, Oracle, and third-party vendors as required.
Ensure all support activities are tracked and managed through the organization’s ticketing system, maintaining full visibility for reporting, trend analysis, and service management.
Oversee support team workload, priorities, and service levels to ensure consistent and effective support delivery.
Monitor recurring issues and conduct root cause analysis to reduce repeat incidents and improve overall system stability.
Coordinate and support operational system changes required to maintain compliance, business continuity, and existing business processes, including updates related to policy, payroll, legislative, or collective bargaining agreement changes.
Manage Oracle Service Requests and work directly with Oracle support to address system issues, service disruptions, and product-related concerns.
Review quarterly releases, patches, and mandatory updates from an operational readiness perspective, ensuring risks are assessed, testing is coordinated and completed, and business stakeholders are informed.
Partner with business teams to coordinate testing activities related to production fixes, patch validation, and operational changes.
Ensure support documentation, knowledge articles, standard operating procedures, and issue resolution records are maintained and kept current.
Support IT controls, audit requirements, access reviews, and compliance-related activities in partnership with appropriate internal stakeholders.
Review and oversee user access, security roles, and segregation of duties within the HCM environment.
Lead, coach, and develop the HCM operations support team, ensuring clear accountability, skill development, and strong customer service.
Maintain effective working relationships with HR, Payroll, Benefits, and other business stakeholders to ensure support priorities align with operational needs.

Qualifications:

Education

University degree in Computer Science, or in a relevant field of study
ITIL certification or equivalent practical knowledge is an asset

Experience

6+ years of progressive Information Systems experience supporting Oracle HCM applications, with recent experience in a leadership or management role
Strong experience in operational support, incident management, service delivery, and production support environments
Strong background in HR, Payroll, Benefits, and related business processes
Experience supporting a multi-module Oracle HCM Cloud environment
Experience managing vendor relationships and coordinating support with external service providers
Experience in seniors housing, health care, real estate, or another multi-site enterprise environment is an asset

Skills & Abilities

Strong knowledge of Oracle HCM Cloud modules, and business processes.
Strong understanding of operational support models, ticket management, issue prioritization, escalation handling, and service reporting
Experience managing application maintenance activities including patch reviews, release coordination, testing support, and production readiness
Experience managing incidents, service requests, break-fix support, and root cause analysis
Experience working with Oracle Support and managing Service Requests effectively
Knowledge of security administration, user access reviews, and segregation of duties controls
Knowledge of HCM Extracts, HDL or data loads, BIP, Fast Formulas, and other operational support tools is an asset
Strong people leadership and coaching capability
Strong troubleshooting and analytical skills
Ability to work independently, proactively, and with strong judgment
Strong written, verbal, and presentation skills
Strong organizational skills with the ability to manage multiple priorities
Practical, service-oriented, and detail-focused approach
Strong collaboration skills and ability to work across business and technical teams
Bilingualism in English and functional French is an asset

Working Conditions

Availability to work non-standard hours when required for production support, critical incidents, or scheduled maintenance activities
Flexibility during peak operational periods

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More about this job

Responsibilities

Lead operational support and service delivery for Oracle HCM Cloud and related HR systems, managing incidents, service requests, escalations, releases, and vendor support. Lead the support team, improve system stability through root cause analysis, and maintain operational documentation, access controls, audit readiness, and alignment with business needs.

Requirements

Requires a university degree in Computer Science or a related field and at least six years of progressive Information Systems experience supporting Oracle HCM applications, including recent leadership or management experience. Candidates should have strong Oracle HCM Cloud, HR and payroll process, production support, incident management, vendor coordination, security, and people leadership experience; ITIL certification and bilingual English and functional French are assets.

Skills

Oracle HCM Cloud
Production Support
Incident Management
Service Delivery
Root Cause Analysis
Vendor Management
Release Coordination
Patch Management
Testing Coordination
Security Administration
User Access Reviews
Segregation Of Duties
HCM Extracts
HDL And Data Loads
BI Publisher
Fast Formulas

Visa sponsorship

Not detected in the job text

Keywords

Oracle HCM Cloud
Human Capital Management
HR Systems
Payroll
Benefits
ITIL
Incident Management
Service Requests
Production Support
Service Delivery
Ticket Management
Root Cause Analysis
Oracle Support
Vendor Management
Quarterly Releases
Patch Management
Operational Readiness
Testing
Security Administration
Access Reviews
Segregation Of Duties
HCM Extracts
HDL
Data Loads
BI Publisher
Fast Formulas
Audit Controls
Compliance
Change Management

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