Job Description
Location: Markham, ON (5 days onsite)
Employment Type: Full time Permanent
Only candidates legally eligible to work in Canada without the need for visa sponsorship will be contacted.
About the Role
The Production Support Analyst will provide 2nd line support for day-to-day production issues, ensuring timely resolution within SLA. The role involves troubleshooting application issues, collaborating with cross-functional teams, performing root cause analysis, and supporting continuous service improvement.
Key Responsibilities
- Resolve production incidents (P1–P3) within SLA
- Perform root cause analysis and recommend permanent fixes
- Collaborate with operations, development, and support teams
- Monitor systems and manage escalations
- Analyze production KPIs and recurring issues
- Maintain documentation and support process improvements
- Support ticketing and incident workflows
- Mana...