Title: Support Delivery Lead / Technical Lead Location: Toronto, ON - Hybrid (2-4 Days WFO) Duration: 12 months Pay Range: C$C$53 INC Experience Required: 8-10 yrs Skills: Unix Shell Scripting and text processing tools Role Descriptions: "Production Support & Incident Managemen tOwn 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 Pager

Duty

Troubleshoot issues related to:oWeb Application deployed on Windows and Linux ()oIntegrations (REST/SOAP APIs| middleware| RDBMS)oUser Security| Certificates| authentication| and authorization issues

Ensure compliance with best practices

Stakeholder & Team Leadership

Act as face of delivery team for Service Requests and adhoc business support activities

Provide transparent status updates during incidents and outages

Mentor 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" Custom Fields: Name: Work Assignment Location Value: Hybrid Name: Child Value: IS-BFSI-Canada-2-Group1 Name: Work Location CDF Value: ~TCCI Canada Corporate~ Name: Requisition ID Value: 10960645 Name: Type of Asset Value: None Name: Assets Value: None Name: Business Vertical Value: CL-BFSI Americas 2 Name: Parent Value: IS-BFSI-Canada-2-Parent

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