Technical Production Support Lead - Web Applications & SRE

Technical Production Support Lead Web Applications & SRE

Toronto ON - Hybrid (4 Days WFO)

Production Support & Incident Management

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

Root Cause Analysis & Problem Management

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

Release & Change Management

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

Application and Platform Management

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

Stakeholder & Team Leadership

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

Documentation & Governance

Maintain runbooks SOPs and knowledge articles

Improve monitoring alerting and automation

Support audits compliance and governance standard

Required Skills:

Sailpoint