Intermediate Systems Support Analyst

About The Role

As an Intermediate Systems Support Analyst, you will play a key role in ensuring the stability, availability, and performance of production applications within a large-scale, complex enterprise environment. You will coordinate support activities, manage incidents, and facilitate communication between technical teams and business stakeholders. This role is essential to maintaining service level agreements (SLAs) and minimizing disruptions to business operations.

Key Responsibilities

• Coordinate and manage the resolution of production incidents, ensuring timely communication and escalation
• Monitor application performance and proactively identify potential issues
• Facilitate communication between development, infrastructure, and business teams during incidents and planned maintenance
• Manage incident tickets and ensure accurate documentation of issues and resolutions
• Track and report on key performance indicators (KPIs) related to application availability and performance
• Participate in root cause analysis (RCA) to identify and prevent recurring issues
• Coordinate application deployments and releases, ensuring minimal impact to production environments
• Maintain and improve support processes and procedures
• Act as a point of contact for production support-related inquiries

Requirements

• Bachelor\'s degree in Computer Science, Information Technology, or a related field
• Minimum 5 years of experience in application or production support for large, complex systems
• Strong coordination and communication skills with the ability to work across multiple teams
• Familiarity with ITIL framework and incident management processes
• Ability to work effectively under pressure and prioritize tasks in a fast-paced environment
• Solid understanding of application architectures and infrastructure components
• Experience with monitoring and alerting tools (e.g., Splunk, Dynatrace, AppDynamics)
• Experience with BPM (Business Process Management) platforms is a strong asset

Preferred Skills

• Experience supporting customer lifecycle management platforms
• Exposure to enterprise environments involving DevOps, database administration, and release management
• Strong analytical and problem-solving skills
• Ability to contribute to continuous improvement initiatives

Benefits

• Work hours are Monday - Friday, typical 40-hour weeks, onsite up to 5 days a week
• Location: Toronto, ON
• Type of job: Temporary Contractor
• Date candidate required: Immediate
• Length of Contract: 12 months with the possibility of extension