Digital Tech Lead - Production Support - Remote

Req ID: 377482

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Digital Tech Lead - Production Support - Remote to join our team in Toronto, Ontario (CA-ON), Canada (CA).

Digital Applications – Production Support Lead

We are seeking an experienced Production Support Lead to oversee the day‑to‑day operations, stability, and continuous improvement of digital applications across the organization. This role provides technical leadership, drives problem management, ensures operational excellence, and partners closely with internal teams and external vendors to maintain high‑performing, secure, and reliable production environments. The ideal candidate brings deep expertise in application support, cloud infrastructure, observability, and incident/problem management.

Responsibilities

• Lead, prioritize, and manage the workload of the Digital Application Support team.
• Own and manage the Problem Management process, ensuring timely root‑cause analysis and long‑term remediation.
• Develop, coordinate, and promote effective problem management practices across all support teams.
• Contribute to planning for application and infrastructure releases, configuration changes, and deployment readiness.
• Identify opportunities for service improvement and present recommendations to the Service Manager.
• Provide strong technical leadership across application support and production operations.
• Contribute to scalability planning for applications and infrastructure.
• Troubleshoot and resolve complex issues in collaboration with internal teams and third‑party vendors.
• Define and maintain metrics and KPIs for performance, quality, and trend analysis.
• Maintain application monitoring, performance tuning, and ongoing testing.
• Provide 3rd‑line application support for complex internally and externally developed applications.
• Support administration and maintenance of production and internal environments.
• Provide input into implementation, backup, and rollback strategies.
• Serve as a technical resource for internal and external projects.
• Ensure robust procedures and processes exist within the application support function.
• Adhere to departmental and company policies including change control, security, auditing, release, configuration, incident, and problem management.
• Maintain strong working relationships with internal teams, vendors, and hosting providers.
• Design and deliver training related to Problem Management and effective use of support tools.
• Provide expert guidance on emerging trends impacting service delivery and develop strategies to address them.

Basic Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field; or equivalent experience.
• 8+ years of experience leading and working with application support teams.
• Experience monitoring performance metrics, identifying root causes, and recommending technical solutions.
• Strong experience with Incident, Change, and Problem Management processes.
• Hands‑on experience with ITSM tools.
• Hospitality industry experience is a plus.

Required Technical Skills

Application Support & Cloud Infrastructure

• 8+ years supporting and maintaining applications built on serverless frameworks (Node.js).
• 8+ years working with AWS services: API Gateway, SNS, SQS, EC2, EKS, S3, IAM, VPC, Lambda, CloudWatch, CloudFormation.
• 8+ years with Akamai CDN and cloud security practices.

Databases

• 8+ years with MySQL, PostgreSQL, Oracle, SQL Server, MongoDB, DynamoDB.

Networking & Systems

• 8+ years with load balancing, DNS, firewall policies, and on‑prem networking.

Security & Compliance

• 8+ years with IAM, secrets management (Vault), WAF, and network security.

Observability & Monitoring

• 8+ years with Datadog, Quantum Metrics, CloudWatch, centralized logging, and distributed tracing.

Microservices & API Management

• 8+ years supporting microservices architectures and API management platforms.

Travel & Location

• No travel required.
• Preferred location: East Coast or Central time zones.

Education

• Bachelor’s degree in Computer Science or equivalent experience.

Nice to Have

• Project lead experience.
• Experience with AEM.
• Microservices architecture expertise.
• Exposure to Generative AI, AI agents, MCP, Claude, OpenAI, or Copilot.

Pay Transparency

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $100,000-$154385. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

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