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 Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
📍 Toronto