Production Support

ROLE : PRODUCTION SUPPORT

LOCATION : TORONTO,ON

JOB DESCRIPTION

This role will provide day-to-day support for production systems, ensuring high availability and smooth operation. The role involves troubleshooting and resolving issues related to AWS services, TS2 mainframe systems, database issues, and other production applications to minimize downtime.

The role requires monitoring and maintaining production systems hosted in AWS, ensuring efficient operation, scalability, and security of AWS-based applications. Any issues affecting production performance will need to be addressed quickly to avoid disruptions.

The candidate should also have experience supporting TS2 mainframe systems, particularly in a banking environment, focusing on batch jobs and system operations, troubleshooting mainframe-related issues to ensure seamless production functionality.

The engineer will use ServiceNow (SNOW) to log, track, and resolve incidents, ensuring all issues are documented, SLAs are met, and progress is tracked for continuous improvement and coordinating with relevant teams to investigate root causes, prevent future incidents, and ensure timely resolution of issues.

Hands on experience in JIRA that will be used to track and manage incidents, problems, and changes.

Effective communication and collaboration with cross-functional teams (DevOps, Development, Infrastructure, and Business) will be critical for resolving issues quickly. The engineer will act as the primary point of contact for production incidents and will provide clear, timely updates to all relevant stakeholders.

The candidate will maintain detailed documentation of incidents, root causes, and resolutions, and will regularly generate reports on system health, incident trends, and performance for management.

The ideal candidate will have at least 6 years of experience in Production Support or a related IT support role. Hands-on experience with AWS services such as EC2, S3, ECS, and CloudWatch.

Scripting skills (e.g., Bash, Powershell) for automation and troubleshooting are a plus.

Preferred qualifications include experience with Dynatrace, AWS monitoring tools such as CloudWatch and CloudTrail, familiarity with CI/CD pipelines and DevOps practices, and knowledge of batch job scheduling and database technologies.

The candidate must have strong experience working with SQL databases, including writing and optimizing queries for performance, troubleshooting database-related issues, and working with Oracle databases in a production environment.

The candidate will actively participate in monthly and retrospective meetings, collaborating with teams to review and analyze past incidents, identify process improvements, and ensure