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- Employment type
- Full-time
- Experience level
- Lead · 10+ years
- Apply by
- Feb 28, 2027
- Posting language
- English
- Working hours
- 40 hours per week
- Seniority
- Mid-Senior level
- Application method
- Apply on LinkedIn (LinkedIn sign-in required)
Job summary
Lead the production support function for critical applications to ensure high availability and rapid incident resolution. Drive operational excellence through automation, observability, and the management of L2 support teams.
Job details
Toronto, Canada Summary Lead the production support function for critical applications, ensuring high availability, operational excellence, and rapid incident resolution. This role combines Production Support leadership with Cloud, DevOps, Automation, and Observability practices to improve service reliability and business outcomes. Key Responsibilities Lead L2 Production Support teams and ensure effective 24x7 support coverage. Own incident, problem, and major incident (P1/P2) management processes. Drive SLA/OLA performance, including MTTA, MTTR, service availability, and ticket backlog reduction. Partner with Development, Infrastructure, SRE, and business teams to ensure application stability and operational readiness. Drive RCA, incident reduction, and service improvement initiatives. Support applications hosted on AWS and/or Azure environments. Leverage Terraform, Azure DevOps, GitHub, and CI/CD pipelines to improve operational efficiency. Enhance monitoring and observability using tools such as Dynatrace, CloudWatch, Splunk, and Azure Monitor. Drive automation, security compliance, vulnerability remediation, and operational governance. Qualifications 8+ years of experience in Production Support, IT Operations, SRE, or DevOps environments. 3+ years of experience leading support teams. Strong experience in Incident, Problem, Change, and Release Management. Hands-on experience with AWS and/or Azure cloud platforms. Experience with Terraform, GitHub, Azure DevOps, and CI/CD pipelines. Strong leadership, stakeholder management, communication, and analytical skills. Preferred Experience Banking, Financial Services, Cards, Payments, or Consumer Lending domain experience. Hands-on experience supporting TSYS TS2 Consumer Platform and related card processing applications. Experience supporting API-driven, customer-facing, cloud-native platforms. ITIL, AWS, Azure, or related certifications.
What you’ll do
Lead the production support function for critical applications to ensure high availability and rapid incident resolution. Drive operational excellence through automation, observability, and the management of L2 support teams.
Requirements
Requires over 8 years of experience in production support or DevOps, with at least 3 years in a leadership role. Proficiency in cloud platforms (AWS/Azure) and infrastructure-as-code tools like Terraform is essential.
Listed skills
- Incident Management · Preferred
- Amazon Web Services · Preferred
- Microsoft Azure · Preferred
- Terraform · Preferred
- GitHub · Preferred
- CI/CD · Preferred
- Splunk · Preferred
- Stakeholder Management · Preferred
Other relevant skills
Identified from the job description. Confirm important requirements above.
- Production Support
- Incident Management
- Problem Management
- AWS
- Azure
- Terraform
- Azure DevOps
- GitHub
- CI/CD
- Dynatrace
- Splunk
- CloudWatch
- Azure Monitor
- SRE
- ITIL
- Stakeholder Management
Job areas
- Technology
- Management & Leadership
- Software
- Finance & Accounting
- Consulting