Director Software Development

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

About the role

We’re here to help people, businesses and society proper in good times and be resilient in bad times. We’re focused on what matters to our customers. We listen and connect. We make their problems our problems. We strive to understand what they’re going through. We build products with them in mind and offer solutions that help.  And we deliver on our promises.  We believe that insurance is not about things, it’s about people.

A career in Insurance has never been this exciting.

Evolving consumer expectations and technology have helped to shape a new vision for our industry – and we are leading the way. Our Technology teams are reshaping the way we do business and setting new industry benchmarks. Our Claims representatives are helping customers to get back on track after they experience a loss.  Our product teams are developing products that protect people and businesses so they can focus on what matters to them most. 

Our success story is written by our passion for living our values and creating a better tomorrow. We’re re-writing the future of insurance - are you ready to be a part of the story?

This is your opportunity.

We are seeking an experienced and results-driven Director of Software Development – Production Support to lead our global production support function. This role is responsible for ensuring the reliability, stability, security and performance of our live systems, while driving continuous improvement across incident management, root cause analysis, and support engineering practices.

What you'll do here:

• Lead a global team of production support and reliability developers overseeing 24/7 support operations for critical systems

• Own incident management processes, including on-call operations, escalation handling, resolution coordination, and postmortem analysis.

• Implement and maintain observability monitoring and alerting systems to detect both operational and security anomalies, and continuously improve diagnostics, and recovery mechanisms.

• Collaborate with security and engineering teams to identify, prioritize and remediate vulnerabilities across production environments

• Drive automation and tooling to enhance response time, resolution accuracy, and team productivity.

• Establish SLAs, KPIs, and reporting structures to ensure high levels of service delivery and operational excellence.

• Foster a culture of accountability, continuous learning, and customer-centric problem solving.

• Partner with Security, Compliance, and Infrastructure teams to ensure systems meet availability, performance, and compliance targets.

• Champion root cause analysis and implement proactive improvements to prevent recurrence of issues.

• Manage technology budgets, resource planning, and vendor relationships as needed.

• Build strong inter-personal relationships with peers and other key stakeholders that can help smoothen execution.

• Lead the recruitment, mentoring, and professional development of a diverse and high-caliber engineering team. Foster a culture of continuous learning and innovation to maintain a competitive edge in the insurance technology sector.

• Cultivate a collaborative and high-performance engineering culture that emphasizes excellence, accountability, and clear alignment with business objectives. Implement metrics and feedback mechanisms to continuously assess and improve team performance and productivity.

What you bring to the table:

• Bachelor’s or master’s degree in computer science, Engineering, or related field.

• 10+ years of experience in software engineering, production support, or site reliability engineering, including 3–5 years in a senior leadership role.

• Deep experience in managing production systems at scale, including monitoring, incident response, and high availability architecture.

• Strong understanding of vulnerability management processes and tools (e.g. Qualys, Prisma Cloud, Synopsys etc.)

• Hands on experience with site reliability engineering (SRE) principles and DevOps practise

• Familiarity with modern observability tools (e.g., Datadog, New Relic, Grafana, Prometheus), CI/CD pipelines, and cloud platforms (AWS, GCP, or Azure).

• Strong understanding of software development and release processes.

• Proven leadership experience managing globally distributed teams (in different time-zones) and operating in a global support model.

• Exceptional communication and collaboration skills with a customer-first mindset.

• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English speaking colleagues across the country. 

• No Canadian work experience required however must be eligible to work in Canada.

Preferred Qualifications

• Familiarity with ticketing and support tools like Jira, ServiceNow, or PagerDuty.

• Experience supporting applications in regulated industries (e.g. fintech, healthcare) with strong compliance requirements (e.g. SOC 2, HIPAA etc.)

• Certification such as ITIL, CISSP or CISM are a plus

#LI-Hybrid

What we offer
 

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success

• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

• An extensive flex pension and benefits package, with access to virtual healthcare

• Flexible work arrangements

• Possibility to purchase up to 5 extra days off per year

• An annual wellness account that promotes an active and healthy lifestyle

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

• Inspiring leaders and colleagues who will lift you up and help you grow

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.