Senior Production Support / Application Support Specialist

Must-Have Qualifications

- 5+ years of experience with Unix/Linux and database technologies such as Sybase, Oracle, PostgreSQL, MSSQL, or similar.
- Basic knowledge of .NET, Java, and Python.
- Experience with Windows Server Administration, WebSphere, IIS, MQ, Geneos, Control-M, and AppDynamics.
- ITIL certification with hands-on experience in Incident, Problem, Change, and Release Management.
- Familiarity with Agile/Scrum methodologies.
- Strong communication, client interaction, and customer service skills.
- Ability to work effectively with diverse teams in time-sensitive and high-pressure environments.
- Four-year university degree in Information Technology, Computer Science, or a related field.

Role Summary

- Provide production and application support within a global technology environment, ensuring system stability and operational soundness.
- Support interfaces between internal platforms, applications, infrastructure teams, and external vendors.
- Coordinate with globally distributed technology and support teams to resolve production issues and improve operational processes.
- Maintain clear communication with business users and stakeholders regarding production status, incidents, and resolutions.
- Perform Service Operations, Incident Management, Problem Management, and Release Management activities.
- Participate in adaptable and rotational shifts, including holiday coverage as required.




- Provide guidance, knowledge sharing, and mentorship to junior team members.

Main Accountabilities

- Act as first- and second-level support for enterprise applications and technology platforms.
- Provide database support and demonstrate an understanding of database processes and dependencies.
- Partner with L3 teams on troubleshooting, root cause analysis, defect resolution, and production workarounds.
- Collaborate with DevOps, development, infrastructure, and application support teams to coordinate releases and production changes.
- Lead the investigation and resolution of system-related issues while supporting and guiding junior team members.
- Escalate issues to appropriate technical teams and keep users informed throughout the resolution process.
- Resolve complex application and system-related issues and provide technical guidance to users and stakeholders.
- Take ownership of incidents and problems through resolution, acting as a liaison between business users and technical teams.
- Follow established change control, incident management, and fault reporting procedures.
- Develop strong knowledge of supported applications, system dependencies, interfaces, and downstream processes.
- Build an understanding of business workflows and how technology supports operational processes.
- Create and maintain support documentation and facilitate knowledge transfer across the team.

📌 Production Support Analyst (Toronto)
🏢 Alquemy
📍 Toronto