Title:

Production Support Analyst Location:
Downtown Toronto (Need to visit 3 days onsite) Atleast 7+ Year experience.


What you will be doing:

• Troubleshooting network, application and system issues to resolution and isolating problems using system logs and other tools
• Monitor all performance metrics for various production systems and identify root cause for all technical issues and recommend solutions.
• Managing vendors, including tracking hardware/software issues and driving vendors to resolve issues.
• Following ITIL processes and procedures as it relates to incident management, change management and problem management.
• Work independently to efficiently and effectively resolve customer and client issues and support team members to meet or exceed required SLA's.
• Manage security across the environment including user administration across various applications
• Manage service requests related to domains, DNS and URL redirects.
• Provide initial incident management, follow-up and root cause reporting
• Document technical information, notes, user guides, etc. for internal or client use.
• Delivery of cross-training to other team members where required
• Subject to on-call on a rotational basis

What you have:

• Strong Confluence and Jira support experience.
• Significant experience working in a web-based environment supporting multiple websites and web-based applications.
• Previous experience as Webmaster and/or Akamai support is a plus.
• Deep understanding of SSL Certificates and DNS management.
• Experience managing web platforms (Heroku PaaS, etc.)
• Must have a strong written and oral communications skills and the ability to communicate with all levels of users/management
• Strong organization skills, interpersonal skills and significant attention to details
• Well-developed analytical and problem-solving skills in order to identify problems determine possible solutions and select the appropriate action.
• Ability to effectively prioritize, make decisions, solve problems and execute tasks in a high-pressure environment
• Ability to work independently and within a team on multiple simultaneous tasks within a challenging fast paced customer-oriented environment.
• Experience supporting mobile (iPad, iPhone, Android) applications.