475 - Production Support Analyst

Production Support Specialist
Job Type: Contract
Contract Duration: 12 Months
Location: 150 King Street W Toronto
Pay Rate: CAD 60-70/h on Inc

What You Need to Do

· Monitor and support critical production applications and services, ensuring incidents and service requests are resolved within established SLAs. · Perform L1/L2 production support activities, including incident triage, troubleshooting, log analysis, and service restoration. · Investigate application issues across web-based and distributed systems, identifying root causes and implementing workarounds or permanent fixes where appropriate. · Coordinate recovery activities with engineering, infrastructure, networking, cloud, and vendor teams during service disruptions. · Provide timely and accurate stakeholder communications regarding incident impact, status, recovery progress, and next steps. · Support web technologies and customer connectivity platforms, ensuring secure and reliable service delivery. · Troubleshoot Java-based applications, IBM WebSphere environments, HTTP servers, proxy servers, APIs, and related middleware technologies. · Utilize observability and monitoring platforms such as Splunk, AppDynamics, Dynatrace, Grafana, and similar tools to proactively identify and resolve issues. · Analyze application logs, system metrics, database activity, and network dependencies to support incident resolution and performance optimization. · Participate in root cause analysis (RCA), post-incident reviews, and problem management activities to prevent recurring issues. · Create and maintain operational runbooks, technical documentation, support procedures, and knowledge articles. · Support change, release, patching, disaster recovery testing, and operational readiness activities. · Review production changes for supportability, risk, and operational impact, escalating concerns when appropriate. · Contribute to automation initiatives that improve operational efficiency, monitoring, alerting, and service resilience. · Participate in on-call support rotations and provide out-of-hours support as required by business operations.

What You'll Need to Succeed:

· Experience providing L1/L2 Production Support within enterprise or regulated environments, preferably banking, payments, or financial services. · Strong understanding of Incident Management, Problem Management, Change Management, and Release Management processes. · Hands-on experience supporting web-based applications and distributed systems in production environments. · Strong troubleshooting and RCA skills with the ability to diagnose complex application and infrastructure issues. · Experience with monitoring and observability tools such as Splunk, AppDynamics, Dynatrace, Grafana, Geneos, or equivalent platforms. · Working knowledge of Java application support and troubleshooting. · Experience supporting IBM WebSphere, web servers, middleware platforms, and enterprise application environments. · Strong understanding of HTTP protocols, web security concepts, API integrations, and Open API architecture. · Experience troubleshooting proxy servers, load balancers, networking issues, and service dependencies. · Hands-on experience with Unix/Linux environments, scripting, log analysis, and SQL-based troubleshooting. · Knowledge of cloud platforms such as AWS, Azure, or Google Cloud Platform (GCP). · Experience supporting application deployments, releases, disaster recovery exercises, and resilience testing. · Exposure to MQ, enterprise messaging technologies, and payment processing environments is considered an asset. · Experience designing or developing operational automation solutions using scripting or automation frameworks is preferred. · Strong communication, stakeholder management, and collaboration skills with the ability to work effectively across global teams and time zones. · ITIL certification is considered an asset.

What You'll Get in Return:

You will have the opportunity to work with a global team supporting mission-critical banking and client connectivity platforms. The client offers a collaborative environment, exposure to modern cloud and enterprise technologies, and the opportunity to play a key role in maintaining highly available production services.

What You Need to Do Now:

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

This posting is for an existing vacancy with the organization. AI may be used to screen, assess or select applicants for the position.

This posting is for an existing vacancy with the organization.

AI may be used to screen, assess or select applicants for the position.

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#1126860 - Avneesh Pandey