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Production Support Analyst

Alquemy
  • Toronto, ON
    22 days ago

    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.

    Numbers & Facts

    LocationToronto, ON

    Skills

    • 2nd Level Supportunmatched
    • Agile Programming Methodologiesunmatched
    • Analysis Skillsunmatched
    • Change Controlunmatched
    • Communication Skillsunmatched
    • Computer Scienceunmatched
    • Customer Relationsunmatched
    • Customer Support/Serviceunmatched
    • Database Technologyunmatched
    • DevOpsunmatched
    • Enterprise Applicationsunmatched
    • Fault Managementunmatched
    • IBM WebSphere Application Serverunmatched
    • ITIL (IT Infrastructure Library)unmatched
    • Identify Issuesunmatched
    • Incident Managementunmatched
    • Information Technology & Information Systemsunmatched
    • Javaunmatched
    • Knowledge Transferunmatched
    • Linux Operating Systemunmatched
    • Mentoringunmatched
    • Messaging Middlewareunmatched
    • Microsoft .NETunmatched
    • Microsoft IIS Web Server (Internet Information Services)unmatched
    • Microsoft SQL Serverunmatched
    • Microsoft Windows Serverunmatched
    • Microsoft Windows System Administrationunmatched
    • Operational Improvementunmatched
    • Operations Managementunmatched
    • Operations Processesunmatched
    • Oracleunmatched
    • People Managementunmatched
    • PostgreSQLunmatched
    • Problem Solving Skillsunmatched
    • Process Improvementunmatched
    • Production Supportunmatched
    • Python Programming/Scripting Languageunmatched
    • Release Management/Engineeringunmatched
    • Root Cause Analysisunmatched
    • Scrum Project Management and Software Developmentunmatched
    • Software Administrationunmatched
    • Support Documentationunmatched
    • Sybase Product Familyunmatched
    • System Operationsunmatched
    • Systems Administration/Managementunmatched
    • Team Playerunmatched
    • Technical Leadershipunmatched
    • Technical Supportunmatched
    • Unix Operating Systemsunmatched

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