Production Support Specialist

Job Type: Contract

Contract Duration: 12 Months

Pay Rate/Salary: 70/h on Inc

Location: 150 King Street W Toronto

What You Need to Do

· Monitor and support critical production applications and services, ensuring incidents and service requests are resolved within established SLAs.

· Perform L1/L2 production support activities, including incident triage, troubleshooting, log analysis, and service restoration.

· Investigate application issues across web-based and distributed systems, identifying root causes and implementing workarounds or permanent fixes where appropriate.

· Coordinate recovery activities with engineering, infrastructure, networking, cloud, and vendor teams during service disruptions.

· Provide timely and accurate stakeholder communications regarding incident impact, status, recovery progress, and next steps.

· Support web technologies and customer connectivity platforms, ensuring secure and reliable service delivery.

· Troubleshoot Java-based applications, IBM WebSphere environments, HTTP servers, proxy servers, APIs, and related middleware technologies.

· Utilize observability and monitoring platforms such as Splunk, AppDynamics, Dynatrace, Grafana, and similar tools to proactively identify and resolve issues.

· Analyze application logs, system metrics, database activity, and network dependencies to support incident resolution and performance optimization.

· Participate in root cause analysis (RCA), post-incident reviews, and problem management activities to prevent recurring issues.

· Create and maintain operational runbooks, technical documentation, support procedures, and knowledge articles.

· Support change, release, patching, disaster recovery testing,



and operational readiness activities.

· Review production changes for supportability, risk, and operational impact, escalating concerns when appropriate.

· Contribute to automation initiatives that improve operational efficiency, monitoring, alerting, and service resilience.

· Participate in on-call support rotations and provide out-of-hours support as required by business operations.

What You'll Need to Succeed:

· Experience providing L1/L2 Production Support within enterprise or regulated environments, preferably banking, payments, or financial services.

· Strong understanding of Incident Management, Problem Management, Change Management, and Release Management processes.

· Hands-on experience supporting web-based applications and distributed systems in production environments.

· Strong troubleshooting and RCA skills with the ability to diagnose complex application and infrastructure issues.

· Experience with monitoring and observability tools such as Splunk, AppDynamics, Dynatrace, Grafana, Geneos, or equivalent platforms.

· Working knowledge of Java application support and troubleshooting.

· Experience supporting IBM WebSphere, web servers, middleware platforms, and enterprise application environments.

· Strong understanding of HTTP protocols, web security concepts, API integrations,



and Open API architecture.

· Experience troubleshooting proxy servers, load balancers, networking issues, and service dependencies.

· Hands-on experience with Unix/Linux environments, scripting, log analysis, and SQL-based troubleshooting.

· Knowledge of cloud platforms such as AWS, Azure, or Google Cloud Platform (GCP).

· Experience supporting application deployments, releases, disaster recovery exercises, and resilience testing.

· Exposure to MQ, enterprise messaging technologies, and payment processing environments is considered an asset.

· Experience designing or developing operational automation solutions using scripting or automation frameworks is preferred.

· Strong communication, stakeholder management, and collaboration skills with the ability to work effectively across global teams and time zones.

· ITIL certification is considered an asset.

What You'll Get in Return:

You will have the opportunity to work with a global team supporting mission-critical banking and client connectivity platforms. The client offers a collaborative setting, exposure to modern cloud and enterprise technologies, and the opportunity to play a key role in maintaining highly available production services.

What You Need to Do Now:

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

This posting is for an existing vacancy with the organization.

AI may be used to screen, assess or select applicants for the position.

📌 Production Support Specialist (Toronto)
🏢 Hays
📍 Toronto