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Production Support Analyst

Toronto, ON

Posted: 09/17/2026 Employment Type: Contract Job Number: 9490

Job 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.
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