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Product Support Engineer

Alquemy

Toronto, ON

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JOB DETAILS
SKILLS
Automation, Banking Services, Best Practices, Change Management, Communication Skills, Continuous Improvement, Cross-Functional, Customer Support/Service, Establish Priorities, Finance Software, Financial Services, ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Internet Technology, Interpersonal Skills, Investment Services, Microsoft SQL Server, Microsoft Windows Server, Microsoft Windows System Administration, Middleware, Operational Strategy, Operations Processes, Oracle Database, Process Improvement, Process Management, Product Engineering, Product Support, Production Support, Production Systems, Quality Management, Relational Databases (RDBMS), Root Cause Analysis, SQL (Structured Query Language), Scripting (Scripting Languages), Service Delivery, Software Administration, Support Documentation, Systems Administration/Management, Systems Reliability, Technical Support, Time Management
LOCATION
Toronto, ON
POSTED
13 days ago

We are seeking a Product Support Engineer to provide technical support and ensure the stability, reliability, and performance of enterprise banking and financial applications. This role is critical in minimizing downtime, resolving incidents, and maintaining high service quality for business stakeholders.
Key Responsibilities:
  • Monitor, troubleshoot, and resolve production incidents to ensure system availability, reliability, and performance.
  • Manage incident, problem, and change management processes in accordance with ITIL best practices.
  • Collaborate with development, infrastructure, and business teams to deliver timely and effective solutions.
  • Participate in shift rotations and holiday support coverage as required.
  • Create and maintain operational procedures, knowledge articles, and incident documentation to support continuous improvement.
  • Lead major incident bridge calls and coordinate with cross-functional teams to perform post-incident reviews (PIR) and root cause analysis (RCA).
  • Drive and support local and global initiatives, projects, and process improvements.
  • Identify opportunities for automation and operational efficiency to enhance service delivery.
Required Skills and Experience: Incident, Problem, and Change Management
  • Strong hands-on experience managing incidents, problems, and changes in a production support environment.
  • Solid understanding of ITIL processes and service management principles.
Monitoring and Scheduling Tools

  • Experience with enterprise monitoring and scheduling tools such as GENEOS, Control-M, or equivalent platforms.
Database Knowledge
  • Working knowledge of relational databases such as Microsoft SQL Server and Oracle.
  • Ability to execute and troubleshoot SQL queries.
Infrastructure and Middleware Support
  • Experience with Windows Server administration and troubleshooting.
  • Familiarity with middleware and web technologies including:

    • IBM WebSphere

    • Internet Information Services (IIS)

    • IBM MQ (Message Queue)

    • GENEOS

    • Control-M
Communication and Stakeholder Management
  • Excellent communication and interpersonal skills with a strong customer-service mindset.
  • Ability to work effectively with cross-functional and geographically distributed teams.
High-Pressure Environment

  • Demonstrated ability to prioritize and manage time-sensitive issues in a fast-paced production support environment.
Preferred Qualifications
  • ITIL certification is highly desirable.
  • Experience supporting applications within investment banking or financial services environments.
  • Exposure to automation and scripting tools is advantageous.
  • Experience Requirements
  • 3–5 years of experience in a Production Support, Application Support, or similar technical role.
  • Previous experience supporting mission-critical applications within investment banking or financial services organizations is preferred.

About the Company

A

Alquemy