Job DescriptionTechnical Production Support Lead – Web Applications & SRE
Toronto, ON - Hybrid (4 Days WFO)
Production Support & Incident Management • Own L1/L2 production support for web applications, internal and external client facing
• Act as primary escalation point for critical production incidents (P1/P2)
• Lead incident triage, resolution, and communication with stakeholders
• Ensure SLA adherence and timely issue resolution
• Coordinate on-call support and support rotations
Root Cause Analysis & Problem Management • Perform root cause analysis (RCA) for recurring or major incidents
• Drive permanent fixes and preventive actions
• Maintain problem records and track remediation progress
• Identify systemic issues and recommend platform improvements
Release & Change Management • Support production deployments and release validation
• Review change requests for production readiness
• Coordinate with Solution teams during releases as required
• Ensure rollback plans and post-deployment verification
Application and Platform Management • Monitor platform health, integrations, and integrity
• Knowledge of SRE tools like Dynatrace, Elk, and PagerDuty
• Troubleshoot issues related to:
• Web Application deployed on Windows and Linux ()
• Integrations (REST/SOAP APIs, middleware, RDBMS)
• User Security, Certificates, authentication, and authorization issues
• Ensure compliance with best practices
Stakeholder & Team Leadership • Act as face of delivery team for Service Requests and adhoc business support activities
• Provide clear status updates during incidents and outages
• Mentor and guide support analysts
• Drive continuous improvement in support processes
Documentation & Governance • Maintain runbooks, SOPs, and knowledge articles
• Improve monitoring, alerting, and automation
• Support audits, compliance, and governance standard
RequirementsSailpoint