Serve as the primary technical support and reliability owner for business-critical applications in production environments.

Key Responsibilities

- Serve as the primary technical support and reliability owner for business-critical applications in production environments.
- Develop deep expertise in application architecture, workflows, integrations, dependencies, and user journeys to effectively troubleshoot complex issues.
- Monitor application health, performance, availability, and customer experience using observability and monitoring tools.
- Partner closely with software engineering teams to ensure reliable releases, effective deployment strategies, and operational readiness.
- Lead incident response activities, including triage, troubleshooting, root cause analysis, resolution, and post-incident follow-up actions.
- Support and troubleshoot application components running in cloud and containerized environments, including Kubernetes/AKS.
- Analyze application logs, telemetry, and transaction data to identify performance bottlenecks, recurring issues, and opportunities to improve reliability.
- Improve observability through dashboards, alert optimization, synthetic monitoring, and proactive health checks for critical business workflows.
- Perform operational maintenance activities, including application upgrades, patch validation, vulnerability remediation, and release support.
- Create and maintain runbooks, knowledge articles, support documentation, and operational procedures to ensure consistent support coverage.
- Collaborate with product, engineering, infrastructure, and security teams to improve service reliability, resiliency, and customer experience.




- Drive continuous improvement initiatives aimed at reducing incidents, shortening recovery times, and increasing platform stability.

Required Qualifications

- 5+ years of experience in Application Support, Site Reliability Engineering (SRE), Production Support, DevOps, or a similar operational role.
- Strong experience supporting complex enterprise applications in production environments.
- Deep understanding of application architecture, APIs, integrations, and distributed systems.
- Proven experience troubleshooting application, performance, availability, and user-impacting issues in real-time production environments.
- Strong incident management experience, including ownership from detection through resolution and root cause analysis.
- Hands-on experience with monitoring and observability tools, including log analysis, dashboards, metrics, and alert management.
- Experience supporting applications hosted in Microsoft Azure environments.
- Experience working with Kubernetes/AKS or other containerized platforms.
- Strong Linux and/or Windows Server administration skills.
- Solid understanding of networking fundamentals, including TCP/IP, DNS, load balancers, VPNs, and firewalls.
- Strong analytical and troubleshooting skills with the ability to manage high-priority incidents under pressure.
- Excellent communication skills with a customer-focused mindset.





Desired Skills

- Experience supporting healthcare, regulated, or mission-critical applications.
- Knowledge of CI/CD pipelines and release management practices.
- Experience with Azure Monitor, Application Insights, Log Analytics, KQL, Prometheus, Grafana, or similar observability platforms.
- Experience with synthetic monitoring and end-to-end transaction monitoring.
- Familiarity with application performance monitoring (APM) tools.
- Experience supporting microservices-based and API-driven architectures.
- Understanding of reliability engineering concepts such as SLIs, SLOs, error budgets, and service health metrics.
- Azure certifications are a plus.

Behaviors

- Customer-Focused: Understands business and customer impact and prioritizes service restoration accordingly.
- Problem Solver: Identifies root causes and implements long-term solutions rather than temporary fixes.
- Ownership Mindset: Takes accountability for incidents and drives resolution through completion.
- Collaborative: Works effectively across engineering, product, infrastructure, and support teams.
- Proactive: Identifies reliability risks before they become production issues.
- Adaptable: Maintains composure during major incidents and shifting priorities.
- Detail-Oriented: Thoroughly validates changes, documents findings, and ensures operational readiness.

How We Work

- On-Call Support: Participate in a rotating 24x7 support model, responding to and coordinating critical production incidents.
- Cross-Functional Collaboration: Partner closely with software engineering, infrastructure, product, and security te

📌 SRE Cloud Engineer (Mississauga)
🏢 2105 Merge Canada Holdco Unlimited Liability
📍 Mississauga