Production Support Lead

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.