Technical Support Lead

Location: Markham, ON (Hybrid)

Role Summary: Experienced Technical Support Project Manager to lead the AMS tower across distributed support teams covering .NET, Java, SaaS platforms, COBOL, DB2, CICS, SUPRA, VSAM, mainframe technologies. Responsible for service stability, SLA adherence, incident/problem management, stakeholder governance, and continuous improvement.

Key Responsibilities

Lead end-to-end AMS delivery across modern, SaaS, mainframe, application support teams.

Manage incident, problem, change, service request, and escalation processes to ensure timely resolution and business continuity.

Track SLAs, KPIs, ticket trends, backlog, MTTR, recurring issues, and service availability.

Coordinate with onsite, offshore, client, vendor, and internal teams for effective support coverage.

Drive governance reviews, operational reporting, RCA, corrective actions, and continuous service improvement.

Oversee resource planning, shift coverage, knowledge management, transition, and stabilization activities.

Required Skills and Experience

10+ of experience in AMS, application support, technical project management,



or delivery management.

Experience managing distributed onsite-offshore or multi-location support teams.

Strong understanding of ITIL-based incident, problem, change, release, and service level management.

Working knowledge of .NET, Java, SaaS applications, COBOL, DB2, CICS, SUPRA, VSAM, mainframe, platforms.

Experience with production escalations, bridge calls, RCA preparation, dashboards, and ITSM tools such as ServiceNow, Jira, Azure DevOps, or Remedy.

Robust stakeholder management, communication, planning, prioritization, and reporting skills.

Preferred Qualifications

Bachelor’s degree in Computer Science, IT, Engineering, or related discipline.

ITIL certification preferred; PMP, CSM, or equivalent certification is an advantage.

Experience in insurance, banking, financial services, or regulated enterprise environments preferred.

Exposure to automation, monitoring, observability, modernization, or service improvement initiatives is a plus.

📌 Lead Production Support Engineer (Markham)
🏢 ZenithInfotek
📍 Markham