Position Overview

The Technical Analyst provides Tier 2 production support for assigned business applications, resolving escalations from Tier 1 and helping maintain stable, supportable services. Working with business partners, technology teams and vendors, the Analyst investigates application, data, integration, configuration and access issues; contributes to problem management and operational readiness; and maintains the knowledge and controls needed for effective ongoing support. This is an existing vacancy.

Duties and Responsibilities

Incident and Service Request Management

- Own application incidents and service requests escalated from Tier 1 through investigation, resolution or appropriate escalation, prioritizing work by business impact, urgency and technical complexity.
- Troubleshoot application, data, integration, configuration, access and environment issues; escalate confirmed defects, code changes and specialist issues with clear diagnostic evidence.
- Manage assigned work within service levels, communicate status to stakeholders, and record investigation steps, findings, workarounds and resolutions accurately.
- Participate in major incident response and recovery when required.

Technical Investigation and Troubleshooting

- Investigate databases, APIs, integrations, batch processes, data feeds, application configuration, user access and third‑party platforms; review application logs and code where required to isolate issues.
- Develop and maintain approved operational and diagnostic queries for troubleshooting and business investigations.
- Validate fixes and confirm that application services have returned to expected operation.

Problem Management and Continuous Improvement





- Identify recurring incidents and service degradation; contribute to root‑cause analysis for recurring or significant production issues.
- Document known errors, workarounds and troubleshooting procedures, and track permanent corrective actions with delivery teams, vendors and shared technology teams.
- Use incident trends to recommend practical improvements to monitoring, support processes and operational controls.

Release and Operational Readiness

- Support the transition of recent applications, enhancements and technology changes into production support and identify supportability gaps before implementation.
- Review support documentation, monitoring, access, escalation paths, known issues, recovery procedures and vendor support arrangements.
- Perform assigned production validation and post‑release support, including stabilization and hyper‑care.

Knowledge Management and Tier 1 Enablement

- Create and maintain support guides, runbooks, troubleshooting procedures and knowledge articles.
- Share knowledge with Tier 1 to improve first‑contact resolution, strengthen cross‑application coverage and reduce unnecessary escalations.

Vendor and Stakeholder Coordination

- Coordinate vendor support cases, provide diagnostic evidence, track actions and commitments, and validate proposed resolutions.
- Communicate incidents, maintenance,



service impacts and resolutions clearly to business and technology stakeholders.

Security Risk and Operational Controls

- Follow cybersecurity, privacy, data‑handling, access‑control and change‑management requirements, including approved processes for production access and changes.
- Maintain sufficient evidence in the IT service‑management system for operational and audit requirements; elevate security, privacy, data‑integrity and operational risks.
- Participate in technology risk, audit and compliance activities for supported applications as required.

General

- Contribute to application support initiatives, team knowledge sharing and continuous improvement.
- Maintain current knowledge of supported applications, business processes, integrations and technology dependencies.
- Some after‑hours or weekend support may be required for incidents, releases and scheduled maintenance.

Qualifications

- Minimum 2–4 years of application support, production support or related technology experience in an environment using structured incident, problem and change‑management practices.
- Hands‑on experience with Microsoft SQL Server or a similar relational database, including safe use of diagnostic queries.
- Working knowledge of application architecture and integration patterns, including APIs, web services, batch processing and data feeds.
- Ability to analyze moderately complex technical issues, distinguish symptoms from likely causes and document evidence clearly.
- Strong written and verbal communication with technical and non‑technical audiences; able to manage competing productio

📌 Technical Analyst (Toronto)
🏢 Richardson Wealth
📍 Toronto