L2 Application Support Consultant

Apex Systems; Montreal (administrative region); Hybrid; CAD 90,000 - 110,000; Full time

Job summary

Everforth Apex is seeking an L2 Application Support Consultant to support Uniprix and Proxim across web and mobile platforms. Hybrid work with on-site Mondays and Wednesdays at the Montreal office, emphasizing production monitoring, incident handling, and cross-system troubleshooting within a 19-person Agile team.

You will own incident management, supervise deployments, and contribute to RCA activities while communicating clearly with stakeholders in English and French.

Qualifications

• Hands-on production experience with monitoring/observability tools (e.g., Dynatrace, Azure Application Insights, Azure Monitor, Dotcom-Monitor).
• Proven incident and change management discipline in a production environment.
• Structured, hypothesis-driven investigative approach to complex multi-system issues.
• Comfort supervising deployments across web, backend/API, mobile, and infrastructure.
• Availability to support deployments and Major Incidents outside standard hours, including occasional overnight and weekend windows.
• Strong communication skills; able to tailor messaging for stakeholders and management.
• Fluent in English and French.

Responsibilities

• Monitor, investigate, and resolve production incidents using telemetry, logs, and application signals.
• Own incident detection, severity qualification, and RCA post-incident follow-ups.
• Supervise and validate changes across the full stack, including web, API, and mobile deployments.
• Participate in overnight deployments and on-call coverage for Major Incidents.
• Communicate clearly with stakeholders and management, adapting messages as needed.

Job description

Job Description

Job#: 3052136

Position Title

L2 Application Support Consultant

Location

Montréal, QC

Work Model

Hybrid — mandatory onsite 2 days/week (typically Mondays and Wednesdays) at the Dobrin Street office

About The Opportunity

Join a B2C Digital Experience team supporting Uniprix and Proxim pharmacy customers across a web application platform, iOS mobile application, and Android mobile application. As L2 Application Support Consultant, you will bring a deep investigative mindset to production monitoring and multi-system troubleshooting, and hold end-to-end incident and change management discipline, within a multidisciplinary in-house Agile team of 19 professionals.

Key Responsibilities

• Monitoring & Observability: Investigate live incidents using telemetry, logs, and application signals (Azure Application Insights); manage dashboards, alerts, and investigation support in Dynatrace; support synthetic monitoring (Dynatrace Synthetic and/or Dotcom-Monitor) and platform-level alerting via Azure Monitor.
• Investigative Analysis: Apply structured, hypothesis-driven investigation; correlate signals across applications, monitoring, deployments, and infrastructure; clearly distinguish symptoms from root cause; know when to continue deep analysis vs. elevate with evidence; document investigations so they are repeatable and improvable.
• Incident Management: Own incident detection and severity qualification; coordinate with application teams, cloud/infrastructure/platform teams, and external partners as required; contribute to Root Cause Analysis (RCA) and post-incident follow-ups.
• Change Management & Deployment Supervision: Supervise and support changes across the full stack, including web application, backend/API, and mobile (iOS & Android) deployments, plus infrastructure and platform changes and patching; perform change readiness and post-deployment validation, including active monitoring and rollback/mitigation support.
• Deployment & Major Incident Availability: Participate in overnight deployments and on-call coverage for Major Incidents; operate calmly and effectively during off-hours releases, high-severity incidents, and time-sensitive stabilization efforts.
• Communication: Communicate clearly with stakeholders and management, adapting the message as required; lead through influence rather than authority.

Must-Have Qualifications

• Hands-on production experience with monitoring/observability tools such as Dynatrace, Azure Application Insights, Azure Monitor, and Dotcom-Monitor.
• Proven incident and change management discipline in a production environment.
• Demonstrated structured, hypothesis-driven investigative approach to complex, multi-system issues.
• Comfort supervising deployments and changes across web, backend/API, mobile, and infrastructure.
• Availability to support deployments and Major Incidents outside standard hours, including midnight-7am weekday coverage (approximately once every 6 weeks) and weekend patching windows (30-45 minute tests, once or twice per month maximum).
• Strong communication skills, able to adapt messaging for stakeholders and management.
• Fluent in English and French.

Nice-to-Have Qualifications

• QA and validation experience (mobile & web).
• Mobile observability / crash analytics exposure.

Required Experience

• 7+ years of relevant experience as a senior professional.
• Experience working within a cross-functional Agile team.

Education & Certifications

• Not specified in the source requisition - recommend confirming degree/certification expectations with hiring manager.

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.