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Axelon Services Corporation
Production Support AnalystAxelon Services Corporation • MISSISSAUGA, ON
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Production Support Analyst

Production Support Analyst

Axelon Services Corporation • MISSISSAUGA, ON
30+ days ago
Job type
  • Full-time
Job description

Pay Rate: $70.00 - $75.00 Negotiable based upon years of experience
Work Mode: Hybrid
Location: Mississauga, ON

Responsibilities:

  • Lead L3 triage and resolution of complex production incidents across a 17-pillar enterprise risk platform.
  • Own the Problem Record (PRB) lifecycle, ensuring alignment with ServiceNow ITSM processes.
  • Drive the SWAT process for open problem tickets, ensuring timely resolution and senior stakeholder awareness.
  • Serve as the primary escalation point for L3 engineers.
  • Lead Major Incident Management (MIM) for high-impact production events.
  • Own L3 production support for the Enterprise Risk Data Layer (ERDL).
  • Triage and resolve data pipeline failures across Kafka, Oracle, and the ERM Data Lake.
  • Perform and govern daily data quality checks.
  • Maintain deep working knowledge of the ERDL reporting layer hierarchy.
  • Identify, classify, and escalate SLA Miss PRBs.
  • Support and govern the ERM Data Lake.
  • Maintain and apply working knowledge of the ERM canonical data model.
  • Understand and document end-to-end data lineage for critical data flows.
  • Apply data contract principles to triage integration failures.
  • Contribute to data architecture governance.
  • Perform and coordinate DevOps functions across lower environments.
  • Lead or coordinate weekly production releases.
  • Drive CI/CD pipeline health across Client Project and GitHub.
  • Manage Continuous Vulnerability Management (CVM) across the platform.
  • Own and evolve the daily operational monitoring framework.
  • Drive automation of manual monitoring activities.
  • Leverage AppDynamics, Kafka dashboards, and OpenShift tooling for real-time platform health visibility.
  • Enforce L3 operational standards and champion Developer Manifesto compliance.
  • Apply the AI-Assisted Analysis and Governance framework to accelerate root cause identification.
  • Serve as the operational owner for new application onboarding.
  • Represent BAU production health and data platform status at governance calls.
  • Mentor L3 engineers and foster a culture of operational excellence.

Requirements:

  • Minimum 8 years of technology experience with a strong background in production engineering, L3 support, data platform operations, or platform DevOps.
  • Proven experience in a senior technical operations or engineering lead role.
  • Demonstrated ability to triage and resolve complex, multi-system production issues.
  • Strong hands-on experience with data platform operations.
  • Working knowledge of data modeling concepts.
  • Experience with data lineage analysis.
  • Strong experience with ITSM processes in a formal IT governance environment.
  • Experience coordinating production releases.
  • Excellent communication, escalation management, and stakeholder engagement skills.
  • Experience in financial services or regulated technology environments is strongly preferred.

Preferred Skills:

  • Experience with ERDL or equivalent enterprise risk data layer platforms.
  • Familiarity with Kafka schema governance and event-driven integration patterns.
  • Experience supporting or onboarding agentic AI or GenAI-integrated applications.
  • Experience implementing automated data quality monitoring and self-healing alerting frameworks.
  • Knowledge of FAST automation framework, contract testing, or behavior-driven development.
  • Familiarity with cloud modernization and container-native platform evolution.
  • Exposure to enterprise risk management concepts.
  • Experience with Redis infrastructure for caching and entitlement stability.

This role is for an existing vacancy.

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Production Support Analyst • MISSISSAUGA, ON

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