Provide Level 2 support

Manage databases and perform data patching

Investigate application issues to ensure smooth operations and timely incident resolution

Understand applications, processes, and stakeholders while maintaining relationships with online business teams

Triage and clarify incident and service-request tickets

Coordinate with offshore and onshore reporters, stakeholders, and IT teams

Identify and implement technical solutions for functionality, sign-on, security access, reporting, and upgrade issues

Monitor application and server health, logs, and alerts

Raise and elevate support tickets and validate fixes through stakeholder testing

Perform root cause analysis for high-priority incidents

Prepare incident reports and communicate findings and next steps

Provide timely stakeholder updates on tickets, deployments, outages, and change activities

Develop client communications for rollouts, downtime, new functionality, training, and documentation

Ensure adherence to SDLC, change-management, implementation, and support processes

Contribute to process, application, and project improvements

Produce service-management summary reports

Participate in meetings, on-call coverage, and off-hours support

Requirements

Degree in Computer Science or Information Technology

Hands-on support and development experience with one or more of: MEAN stack, PostgreSQL, MS SQL Server, REST/JSON/GraphQL APIs, Postman/Bruno, and GitHub

Scripting knowledge of Python

Practical experience with Docker and/or Kubernetes

Experience supporting multi-tier Internet/Intranet applications using common design patterns

Robust understanding of HTTP methods, REST, JSON, SOAP,



and GraphQL

Familiarity with Apigee and AWS API Gateway

Experience with ServiceNow, JIRA, Datadog, or Splunk

Minimum one year of AI monitoring experience with Datadog or LangSmith

Basic understanding of traditional and LLM AI models, including model lifecycle, bias/accuracy, and model drift

Knowledge of prompt engineering

Cloud technologies such as AWS and Azure

ITIL certification is an advantage

Excellent and effective English communication skills

Strong debugging, troubleshooting, analytical, and design capabilities

Availability for on-call and off-hours support, including weekends

Flexible schedule to accommodate off-hours conference calls

Core Competencies
Demonstrates expertise in Level 2 support, database management, and application troubleshooting, with a strong focus on incident resolution and stakeholder communication. Proficient in cloud technologies and familiar with AI monitoring and prompt engineering.

Highest-signal resume keywords

Level 2 Support

Database Management

Application Troubleshooting

Cloud Technologies

AI Monitoring

Hard Skills

MEAN Stack

PostgreSQL

MS SQL Server

REST APIs

JSON

GraphQL

Python Scripting

Docker

Kubernetes

HTTP Methods

Soft Skills

Effective Communication

Analytical Skills

Troubleshooting Skills

Design Capabilities

Certifications & Qualifications

ITIL Certification

Industry Keywords

SDLC

Change Management

Incident Management

Multi-Tier Applications

Model Lifecycle

Tools & Technologies

ServiceNow

JIRA

Datadog

Splunk

Postman

GitHub

AWS API Gateway

Apigee

#J-18808-Ljbffr

📌 IT Product Support Specialist (Ontario)
🏢 Jobtailor
📍 Ontario