Application Support Analyst

CAAT Pension Plan; Toronto; On-site; CAD 73,000 - 86,000; Full time

Job summary

CAAT Pension Plan is seeking an Application Support Analyst to maintain the stability and performance of enterprise applications within the EOC. You will provide Level 2 support, analyze incidents, perform root-cause analysis, and drive continuous improvement through automation and proactive monitoring.

The role requires 3+ years in enterprise application support, experience with Azure, Linux, and tools like Salesforce and ServiceNow, plus ITIL-aligned incident management.

Qualifications

• Minimum of three years in application support in complex enterprise environments (cloud and on-prem).
• Experience with modern enterprise platforms and AI-enabled operations tools is a strong asset.
• Experience with monitoring/observability platforms and alert tuning.

Responsibilities

• Provide Level 2 technical and functional support for enterprise applications.
• Serve as escalation point for complex high-impact issues.
• Lead troubleshooting via log analysis and system diagnostics to restore service.
• Perform root cause analysis for major incidents and coordinate fixes with engineering/vendors.
• Monitor application health using observability tools and refine alerts.
• Support deployments, patching, and maintenance to ensure stability and security.
• Lead integration activities, including API configurations and data flow validation across platforms.
• Collaborate with cross-functional teams to improve end-to-end reliability and automate processes.

Skills

L2 Support

Incident resolution

Log analysis

System diagnostics

Root cause analysis

Monitoring

Scripting (Python/PowerShell)

SQL

Azure (cloud)

Linux

APIs

ITIL

AI/Observability tools

Education

College diploma or bachelor’s degree in computer science or computer engineering

Tools

Microsoft Fabric

Salesforce

ServiceNow

Zabbix

New Relic

Job description

At CAAT, we’re passionate about what we do. And it shows!Here, you’ll find a cultural spark in everything we do – from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn’t just feel different at CAAT. It is different. We’re one of the fastest-growing pensions in the country for a reason. We challenge the status quo, making a real impact on the hundreds of employers we serve – from education institutions to major corporations and household brands. And we’re just getting started. Driven by core values and a shared purpose, we’re fierce champions for better retirement security, known for our can-do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit, we’d love you to be a part of it.About the Role:We are seeking an Application Support Analystfor our Information Technology team. Reporting to the Senior Manager, Enterprise Applications & Service Delivery the Application Support Analyst is responsible for the stability, performance, and supportability of business-critical applications within the Enterprise Operations Centre (EOC), serving as the technical escalation within the support model and lead complex incident resolution and applications operate reliably in production, with a strong focus on minimizing service disruption and maintaining high service quality. The successful incumbent will drive operational excellence through proactive monitoring, root case analysis, and continuous improvement, production readiness, system maintenance, and integration activities.As the Newest Member of our Team, You’ll:Provide Level 2 (L2) technical and functional support for enterprise applications, managing complex incidents in alignment with service level targets.Serve as the escalation point within L2 support, owning complex and high-impact issues requiring deep technical analysis.Lead troubleshooting through log analysis, system diagnostics, and code-level investigation to identify root causes and restore service.Drive root cause analysis for major incidents, implementing permanent fixes, and coordinating with engineering or vendors to address underlying defects.Monitor application health and performance using observability tools, including alert tuning, dashboard development, and metric analysis to proactively identify and mitigate risks.Enhance monitoring effectiveness by refining alerts, reducing false positives, and improving actionable insights.Support application deployments, patching, and maintenance, maintaining stability, security, and operational readiness.Lead integration support activities, including API configurations, system connectivity, and validation of data flows across platforms.Collaborate with development, infrastructure, and vendor teams to address cross-system issues and improve end-to-end service reliability.Contribute to team capability through technical guidance and knowledge sharing, drive efficiency and resilience via automation and process improvements, and support application upgrades and platform initiatives to ensure operational readiness and supportability.To Succeed, You Bring:College diploma or bachelor’s degree in computer science, computer engineering, or equivalent combination of education and experience.A minimum of three (3) years of experience in application support within complex enterprise environments, including both cloud and on-premises systems.Solid hands-on experience supporting modern enterprise platforms, including Microsoft Fabric, Salesforce, and ServiceNow, is required.Strong experience supporting Microsoft Azure environments, including Windows-based systems and services.Solid experience supporting Linux-based systems and hybrid infrastructure environments.Proven experience with monitoring and observability platforms (e.g., Zabbix, New Relic), including alert tuning, dashboard creation, and performance metrics analysis.Experience with scripting or programming languages (e.g., Python, PowerShell, SQL) to support automation, diagnostics, and operational efficiency.Experience working in an ITIL based environment (Incident Management, Service Request Management, Escalation Management, SLA Adherence)Demonstrated ability to quickly learn, adapt, and apply new technologies, tools, and application platforms in a dynamic enterprise environment, with experience in AI-enabled operations tools (e.g., AIOps, predictive monitoring, intelligent alerting, or chat-based support) considered a strong asset.The target hiring salary for this position is $73,200 - $86,100. Placement within our salary range will be based on factors such as internal equity, market conditions, and the candidate’s experience, skills, and qualifications relevant to the role.At CAAT, we believe innovation, passion, and purpose are ingredients for a great work environment. We’re incredibly proud of our people and the remarkable impact they have as catalysts for change. We’re committed to attracting and keeping great talent, which means competitive compensation, exceptional benefits, and an environment where people can grow and thrive. When you work with CAAT, you’ll enjoy:Opportunities to Build a Better You: We never stand still. As we grow, so do you. Enjoy a place that provides endless opportunities to learn and master your skills while cultivating new ones.Comprehensive & Holistic Care: Be at your best with a Total Rewards program that feeds and prioritizes your physical, mental, and financial wellness. From flexible work arrangements, comprehensive benefits to wellness incentives, and a defined benefit pension plan – we have you covered.A Place to Collaborate and Win: We’ve built a lively environment where creativity and open communication thrive. It’s why we’re consistently recognized as one of ‘Canada’s Most Admired Corporate Cultures’, one of ‘Greater Toronto’s Top Employers’, and one of the ‘Best Places to Work’.Work that Truly Matters. You’re giving Canadians the opportunity for better retirement security, and organizations the chance to do more.If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being, then CAAT could be the right fit for you. Start your journey with us today. Apply now.Learn more about us by visiting www.caatpension.ca/careersNo artificial intelligence tools are used to screen, assess, or select applicants for this position. Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms. All hiring decisions are made by human reviewers.Diversity, Equity, Inclusion, and Belonging (DEIB):DEIB at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact us at [e-mail] or call Human Resources at 416-673-9000 for assistance.Vacancy:This posting is for an existing vacancy#sjWork Location: In person