Sign upLog in
See more jobs

Production Support Analyst

Alquemy

  • Toronto, ON
  • 10 days ago

    Highlights

    Coordinate with globally distributed technology and support teams to resolve production issues and improve operational processes. Collaborate with DevOps, development, infrastructure, and application support teams to coordinate releases and production changes.

    Numbers & Facts

    LocationToronto, ON

    Description


    Senior Production Support / Application Support Specialist

    Must-Have Qualifications
    • 5 years of experience with Unix/Linux and database technologies such as Sybase, Oracle, PostgreSQL, MSSQL, or similar.
    • Basic knowledge of .NET, Java, and Python.
    • Experience with Windows Server Administration, WebSphere, IIS, MQ, Geneos, Control-M, and AppDynamics.
    • ITIL certification with hands-on experience in Incident, Problem, Change, and Release Management.
    • Familiarity with Agile/Scrum methodologies.
    • Strong communication, client interaction, and customer service skills.
    • Ability to work effectively with diverse teams in time-sensitive and high-pressure environments.
    • Four-year university degree in Information Technology, Computer Science, or a related field.

    Role Summary
    • Provide production and application support within a global technology environment, ensuring system stability and operational soundness.
    • Support interfaces between internal platforms, applications, infrastructure teams, and external vendors.
    • Coordinate with globally distributed technology and support teams to resolve production issues and improve operational processes.
    • Maintain clear communication with business users and stakeholders regarding production status, incidents, and resolutions.
    • Perform Service Operations, Incident Management, Problem Management, and Release Management activities.
    • Participate in flexible and rotational shifts, including holiday coverage as required.
    • Provide guidance, knowledge sharing, and mentorship to junior team members.

    Main Accountabilities
    • Act as first- and second-level support for enterprise applications and technology platforms.
    • Provide database support and demonstrate an understanding of database processes and dependencies.
    • Partner with L3 teams on troubleshooting, root cause analysis, defect resolution, and production workarounds.
    • Collaborate with DevOps, development, infrastructure, and application support teams to coordinate releases and production changes.
    • Lead the investigation and resolution of system-related issues while supporting and guiding junior team members.
    • Escalate issues to appropriate technical teams and keep users informed throughout the resolution process.
    • Resolve complex application and system-related issues and provide technical guidance to users and stakeholders.
    • Take ownership of incidents and problems through resolution, acting as a liaison between business users and technical teams.
    • Follow established change control, incident management, and fault reporting procedures.
    • Develop strong knowledge of supported applications, system dependencies, interfaces, and downstream processes.
    • Build an understanding of business workflows and how technology supports operational processes.
    • Create and maintain support documentation and facilitate knowledge transfer across the team.

    Similar Jobs