L3 Production Application Support Analyst

CoFoMo Inc.; Montreal (administrative region); On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Bilingual environment

Job summary

CoFoMo Inc. in Montreal seeks an experienced Production Support Lead to join its IT operations.

You will be the first contact for production environments across Canada, providing L1/L2 support and coordinating with Level 3 teams to resolve incidents quickly. This bilingual role requires a CS/IT degree and 8+ years in production support, with strong knowledge of Oracle, Sybase and SQL Server databases, Unix/Linux/Windows, and automation tools.

Qualifications

• Hold an undergraduate or graduate degree in computer science, information technology or a related field.
• Have a minimum of eight (8) years of relevant experience in application production support.
• Proficiency in Unix, Linux, and Windows operating systems.
• Have an excellent knowledge of Oracle, Sybase and Microsoft SQL Server databases.
• Experience with development environments using C, Java and Python.
• Use monitoring and exploitation tools such as Dynatrace, ServiceNow, Autosys, Jenkins, Geneos, and Kibana.
• Develop automation scripts to reduce manual support activities.
• Knowledge of file transfer protocols and tools such as CFT, FTP and SFTP.
• Administer scheduled tasks, log trail activation, and debugging activities.
• Experience creating, monitoring, and troubleshooting Dollar Universe processing.
• Leverage Nagios and Grafana to monitor the health of application infrastructures.
• Understand concepts related to Java Virtual Machines (JVMs) and database issues.
• Be proficient in event handling, session execution, and application integration (EAI) queries or processing.
• Demonstrate a high degree of autonomy and contribute to the integration and mentorship of new team members.
• Train and support team members to develop their technical and functional skills.
• Communicate effectively to enforce and improve processes related to incidents, changes, problems and service requests.
• Interact confidently with stakeholders on topics related to production support.
• Proactively collaborate with business partners to gather feedback and drive continuous improvement.
• Be open to new challenges and take a problem‑solving approach.
• Demonstrate a positive attitude and a strong sense of responsibility in addressing application and operational issues.
• Foster collaboration to identify and implement effective solutions to problems

Responsibilities

• Act as the first point of contact for production environments and provide level 1 and 2 functional and technical support.
• Coordinate responses with Level 3 development, infrastructure, and support teams to analyze root causes and ensure rapid resolution.
• Proactively monitor, manage, and optimize the availability and performance of production environments, applications, middle-layers, and databases.
• Control application components and data flows using existing tools to prevent anomalies and service interruptions.
• Document incidents with causes, impacts, and dependencies in management tools.
• Collaborate with upstream and downstream teams to ensure efficient data flow and resolution of issues.
• Participate in updates, upgrades, obsolescence, and vulnerability management initiatives.
• Maintain and write documentation of procedures and processes.
• Participate in application delivery cycles by performing functional validations in test, pre-production and production environments.
• Perform deployments, post-release checks and communicate changes.
• Collaborate with development teams to prioritize improvements and bug fixes.

Job description

Here’s a brief overview of the tasks and responsibilities you’ll have :

• Act as the first point of contact for production environments and provide level 1 and 2 functional and technical support;
• Coordinate responses with Level 3 development, infrastructure, and support teams to analyze the root causes of incidents and ensure rapid resolution;
• Proactively monitor, manage, and optimize the availability and performance of production environments, applications, middle-layers, and databases;
• Control application components and incoming and outgoing data flows using existing tools to prevent anomalies, performance problems and service interruptions;
• Ensure complete and timely recording of incidents in management tools by documenting relevant details, including causes, impacts, interruptions and dependencies;
• Collaborate with upstream and downstream application support teams to ensure efficient data flow and resolution of operational issues;
• Contribute to initiatives related to updates, upgrades, technology obsolescence, and vulnerability management;
• Maintain and write documentation of procedures and processes;
• Participate in application delivery cycles by performing functional validations in test, pre‑production and production environments;
• Perform application deployments, perform post‑release checks and ensure associated communications;
• Collaborate with development teams to prioritize improvements and bug fixes;
• Participate in IT recovery and business continuity exercises;
• Coordinate infrastructure maintenance activities, including patching and server upgrades, to ensure application stability;
• Carry out or coordinate projects related to migrations, application upgrades, obsolescence, and technology initiatives.
• Foster collaboration to identify and implement effective solutions to problems
• This position requires fluency in French and English for daily tasks, understanding documentation, and professional communication with customers, suppliers, and colleagues across Canada. Language skills in French and English are essential, both oral and written.

The profile you are looking for is as follows:

• Hold an undergraduate or graduate degree in computer science, information technology or a related field;
• Have a minimum of eight (8) years of relevant experience in application production support;
• Proficiency in Unix, Linux, and Windows operating systems;
• Have an excellent knowledge of Oracle, Sybase and Microsoft SQL Server databases;
• Experience with development environments using C, Java and Python;
• Use monitoring and exploitation tools such as Dynatrace, ServiceNow, Autosys, Jenkins, Geneos, and Kibana;
• Develop automation scripts to reduce manual support activities;
• Knowledge of file transfer protocols and tools such as CFT, FTP and SFTP;
• Administer scheduled tasks, log trail activation, and debugging activities;
• Experience creating, monitoring, and troubleshooting Dollar Universe processing;
• Leverage Nagios and Grafana to monitor the health of application infrastructures;
• Understand concepts related to Java Virtual Machines (JVMs) and database issues;
• Be proficient in event handling, session execution, and application integration (EAI) queries or processing;
• Demonstrate a high degree of autonomy and contribute to the integration and mentorship of new team members;
• Train and support team members to develop their technical and functional skills;
• Communicate effectively to enforce and improve processes related to incidents, changes, problems and service requests;
• Interact confidently with stakeholders on topics related to production support;
• Proactively collaborate with business partners to gather feedback and drive continuous improvement;
• Be open to new challenges and take a problem‑solving approach;
• Demonstrate a positive attitude and a strong sense of responsibility in addressing application and operational issues;
• Foster collaboration to identify and implement effective solutions to problems