Technical Production Support Lead – Web Applications & SRE

Toronto, ON - Hybrid (4 Days WFO)

• Own 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

• 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

• 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

• Monitor platform health, integrations, and integrity

• Knowledge of SRE tools like Dynatrace, Elk, and PagerDuty

• Troubleshoot issues related to:

• Web Application deployed on Windows and Linux ()

• Integrations (REST/SOAP APIs, middleware, RDBMS)

• User Security, Certificates, authentication, and authorization issues

• Ensure compliance with best practices

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

• Provide clear status updates during incidents and outages

• Mentor and guide support analysts

• Drive continuous improvement in support processes

• Maintain runbooks, SOPs, and knowledge articles

• Improve monitoring, alerting, and automation

• Support audits, compliance, and governance standard