Production Support

Description:

Production Support

Location: Toronto ON

Key Responsibilities:

• Provide L2/L3 application support for business‑critical applications in production and UAT environments.
• Monitor application health using alerts, dashboards, and logs to ensure high availability and performance.
• Perform incident analysis, troubleshooting, and resolution within defined SLA timelines.
• Execute and monitor batch jobs using Control‑M, ensuring successful job completion and timely reruns when required.
• Analyze Unix/Linux logs, processes, and system metrics to identify and resolve application or infrastructure issues.
• Write and optimize SQL queries to investigate data issues, validate records, and support root cause analysis.
• Coordinate with development, infra, DBA, and vendor teams to resolve complex production issues.
• Perform root cause analysis (RCA) and prepare incident reports with corrective and preventive actions.
• Support release deployments, job scheduling changes, and production checklists during planned releases.
• Handle service requests and problem tickets using ITSM tools (ServiceNow, Remedy, etc.).
• Participate in on‑call, 24×7, or rotational shift support, including weekend and holiday coverage as required.
• Maintain application documentation, SOPs, runbooks, and knowledge base articles for operational readiness.