Glow are seeking a proactive and detail-oriented Application Support Analyst to join our team. This role is critical in ensuring the smooth operation, stability, and performance of our business applications. As an Application Support Analyst, you will be responsible for managing incidents, troubleshooting application issues, and working closely with cross-functional teams to deliver timely resolutions.

Beyond day-to-day support, you will play an active role in monitoring system health, analyzing data trends, implementing bug fixes, and driving continuous improvements. This is a dynamic role that requires both technical expertise and strong communication skills, offering the prospect to shape and enhance how we deliver reliable, scalable, and efficient application support to our clients and internal teams. Handle L2 incident response for IT systems and elevate to L3 when required.

Own and manage the root cause analysis for major incidents and P2 issues. Prepare and share Post Incident Reviews (PIRs).

Monitoring

Perform trend analysis to identify areas for improvement. Develop expertise in the monitoring platform (e.g., Data Analysis Deliver weekly reconciliation reports to clients with high accuracy and timeliness. Partner with the DevOps team for maintenance and component updates/upgrades.





Ensure all documentation is kept current and updated after L2 application support handovers. Guarantee the availability, performance, and scalability of supported applications. Develop and enforce standard operating procedures (SOPs) for consistent application support practices.

Identify and implement process improvements for enhanced service delivery. Collaborate with the development team to incorporate support insights into the development lifecycle. Serve as the primary point of contact for all application support-related queries.

Deliver regular reports and updates to senior management on key metrics and performance. Manage application deployments and configuration changes. Conduct post-implementation reviews to assess the impact of system changes.

Bachelor’s degree in Computer Science, Information Technology, or a related field. ~2+ years of experience in application support or a similar role.

Experience with monitoring platforms such as Datadog or equivalent tools. ~ Strong analytical skills with a focus on trend analysis and data interpretation. ~ Experience in L2/L3 application support and familiarity with development pipelines. ~ Technical knowledge of DevOps practices and application lifecycle management.

📌 Information Technology Support Technician (Montreal)
🏢 Glow Services
📍 Montreal