We are seeking an API Operations Support Engineer L2 to provide first-line production support for business-critical APIs and applications. This role is ideal for detail-oriented customer-focused professionals eager to work in a 24x7 operational environment ensuring system availability and timely incident handling.
Responsibilities
Monitoring & First-Line Support Monitor application and API health through dashboards logs alerts and monitoring tools. Continuously monitor the support mailbox and respond to alerts and incidents promptly to minimize impact on business operations.
Incident & Ticket Management Create update and manage support tickets using Jira or ServiceNow. Provide Level 1 support by following defined SOPs and runbooks. Ensure incidents and requests are handled within agreed SLAs. Perform initial triage and escalate unresolved issues to L2/L3 teams with complete details.
Troubleshooting & Issue Handling Conduct basic troubleshooting using logs and monitoring tools. Identify known issues and apply documented resolutions or workarounds. Assist in reproducing issues using test environments and sample data where required.
Collaboration & Communication Coordinate with L2/L3 support development QA and operations teams during issue resolution. Communicate clearly with stakeholders regarding incident status and resolution progress. Participate in shift handovers and maintain accurate incident documentation.
Documentation & Process Compliance Follow and update Standard Operating Procedures (SOPs) and support guides. Ensure operational tasks are executed consistently and accurately. Contribute to improving monitoring and operational readiness through feedback and suggestions.
Mandatory Skills
8 years in API Support
Basic understanding of APIs (REST concepts HTTP response codes)
Familiarity with ticketing tools such as ServiceNow or Jira
Ability to analyze logs and system alerts for initial issue assessment
Awareness of production support processes and incident management
Preferred Skills
Experience with monitoring tools
Knowledge of software development lifecycle
IMS Production Support L3 • Toronto, Ontario, Canada
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