Production Support Lead
Smartwork IT Services
Dice Job Match Score™
🔢 Crunching numbers...
Job Details
Skills
- Production Support Lead
- L2 Lead
- SLA/OLA
- MTTA
- MTTR
- ticket backlog
- AWSAzure
Summary
Production Support Lead
Toronto, Canada
Summary:
Lead the production support function for critical applications, ensuring high availability, operational excellence, and rapid incident resolution. This role combines Production Support leadership with Cloud, DevOps, Automation, and Observability practices to improve service reliability and business outcomes. Key
Responsibilities
- Lead L2 Production Support teams and ensure effective 24x7 support coverage.
- Own incident, problem, and major incident (P1/P2) management processes.
- Drive SLA/OLA performance, including MTTA, MTTR, service availability, and ticket backlog reduction.
- Partner with Development, Infrastructure, SRE, and business teams to ensure application stability and operational readiness.
- Drive RCA, incident reduction, and service improvement initiatives.
- Support applications hosted on AWS and/or Azure environments.
- Leverage Terraform, Azure DevOps, GitHub, and CI/CD pipelines to improve operational efficiency.
- Enhance monitoring and observability using tools such as Dynatrace, CloudWatch, Splunk, and Azure Monitor.
- Drive automation, security compliance, vulnerability remediation, and operational governance.
Qualifications
- 8+ years of experience in Production Support, IT Operations, SRE, or DevOps environments.
- 3+ years of experience leading support teams.
- Strong experience in Incident, Problem, Change, and Release Management.
- Hands-on experience with AWS and/or Azure cloud platforms.
- Experience with Terraform, GitHub, Azure DevOps, and CI/CD pipelines.
- Strong leadership, stakeholder management, communication, and analytical skills.
Preferred Experience
- Banking, Financial Services, Cards, Payments, or Consumer Lending domain experience.
- Hands-on experience supporting TSYS TS2 Consumer Platform and related card processing applications.
- Experience supporting API-driven, customer-facing, cloud-native platforms.
- ITIL, AWS, Azure, or related certifications.
- Dice Id: 91131384
- Position Id: 2026-4798
- Posted 2 hours ago
Company Info
About Smartwork IT Services
At SWITS Digital Private Limited, we are driven by innovation, integrity, and a commitment to empowering businesses through technology. As a fast-growing company, we specialize in designing and developing cutting-edge products and services tailored to meet the unique needs of our clients.
Who We Are
Innovators at Heart: We thrive on turning ideas into impactful solutions that drive tangible results.
Tech Visionaries: Our expertise spans web application development, AI-driven solutions, and digital transformation.
Client-Focused: Building long-lasting partnerships by delivering personalized, high-quality services.
What We Do
Develop innovative products like SWITS ATS, SWITS HRMS, SWITS JOBS, and SWITS VMS, revolutionizing industries such as recruitment, human resources, and vendor management.
Provide scalable, efficient, and secure web applications that simplify business processes and foster growth.
Our Vision
To redefine industry standards by crafting digital solutions that not only meet today’s challenges but also anticipate tomorrow’s opportunities.
Why Choose Us
Agile Development: Fast and adaptable processes for delivering exceptional results.
Customer-Centric Approach: We prioritize understanding and meeting client objectives.
End-to-End Support: From ideation to execution and beyond, we’re with you at every step.
Join us on our journey to shape a smarter, more connected future. Let us bring your vision to life!
Never miss an opportunity! Create an alert based on the job you applied for.Similar Jobs
It looks like there aren't any Similar Jobs for this job yet.
Search all similar jobs