L3 Incident & Problem Management

Resolve critical/complex incidents escalated from L2Lead root cause analysis (RCA) and permanent fixes

Platform Engineering & Optimization

Design and implement OnBase configurations| performance tuning| and improvements

Handle upgrades| patching| and system enhancements

Architecture & Integration Support

Provide SME support for integrations (APIs| middleware| upstream systems)

Define best practices for document workflows and automation

Release & Change Governance

Lead production releases| deployment strategies| and stabilization

Ensure change compliance and risk mitigation

Operational Leadership

Guide L1/L2 teams| reduce incident backlog| improve MTTR

Drive SLA adherence and continuous service improvement

Outcome Focus

Zero critical incidents / improved system resilience

Faster resolution for complex issues

Optimized OnBase performance and scalability

Solid governance and release stability

📌 OnBase Support Engineer (Toronto)
🏢 Viva Tech Solutions
📍 Toronto