Technical Production Support Lead – Web Applications & SRE

Toronto, ON - Hybrid (4 Days WFO)

Production Support & Incident Management

- Own L1/L2 production support for web applications, internal and external client facing
- Act as primary escalation point for critical production incidents (P1/P2)
- Lead incident triage, resolution, and communication with stakeholders
- Ensure SLA adherence and timely issue resolution
- Coordinate on-call support and support rotations

Root Cause Analysis & Problem Management

- Perform root cause analysis (RCA) for recurring or major incidents
- Drive permanent fixes and preventive actions
- Maintain problem records and track remediation progress
- Identify systemic issues and recommend platform improvements

Release & Change Management

- Support production deployments and release validation
- Review change requests for production readiness
- Coordinate with Solution teams during releases as required
- Ensure rollback plans and post-deployment verification





Application and Platform Management

- Monitor platform health, integrations, and integrity
- Knowledge of SRE tools like Dynatrace, Elk, and PagerDuty
- Troubleshoot issues related to:
- Web Application deployed on Windows and Linux ()
- Integrations (REST/SOAP APIs, middleware, RDBMS)
- User Security, Certificates, authentication, and authorization issues
- Ensure compliance with best practices

Stakeholder & Team Leadership

- Act as face of delivery team for Service Requests and adhoc business support activities
- Provide transparent status updates during incidents and outages
- Mentor and guide support analysts
- Drive continuous improvement in support processes

Documentation & Governance

- Maintain runbooks, SOPs, and knowledge articles
- Improve monitoring, alerting, and automation
- Support audits, compliance, and governance standard

📌 Technical Production Support Lead – Web Applications & SRE (Toronto)
🏢 Astra North Infoteck
📍 Toronto