Job Summary

Job Description: Support Delivery Lead / Technical Lead

Skills: Unix Shell Scripting and text processing tools

Experience Required: 8+ years

Toronto, ON - Hybrid (2-4 Days WFO)

12 months Contract

Role Descriptions:

- "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:
- oWeb Application deployed on Windows and Linux ()
- oIntegrations (REST/SOAP APIs| middleware| RDBMS)
- oUser Security| Certificates| authentication| and authorization issuesEnsure compliance with best practices
- Stakeholder & Team Leadership Act as face of delivery team for Service Requests and adhoc business support activities
- Provide explicit status updates during incidents and outagesMentor 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"

Pay: $50.00-$55.00 per hour

Work Location: Hybrid remote in Toronto, ON (Toronto District)

📌 Support Delivery Lead / Technical Lead (Toronto)
🏢 apptoza
📍 Toronto