Production Support Engineer

Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!; Mississauga; On-site; CAD 90,000 - 130,000; Full time

Job summary

Astra-North Infoteck Inc. is seeking a Production Support Engineer in Mississauga, Canada. The role focuses on supporting business-critical applications and systems, resolving incidents, and improving reliability and customer experience.

The position combines production support with development activities, requiring strong ownership, collaboration, and a proactive approach to operational excellence.

Qualifications

• 8–10 years of production support or similar background.
• Experience with incident resolution and root-cause analysis.
• Ability to develop and maintain automation scripts and utilities.

Responsibilities

• Provide application and production support, handling incidents and requests.
• Troubleshoot issues, perform root-cause analysis, and implement resolutions.
• Follow change-management procedures for installations and releases.
• Develop, test, debug, and maintain automation scripts and utilities.
• Participate in code reviews, testing, and ISDLC/SDLC processes.
• Monitor alerts, performance, availability, and reliability; address issues proactively.
• Maintain documentation and support knowledge sharing.
• Collaborate with project leads, technical teams, and stakeholders.
• Identify opportunities for improvements in operations and customer experience.

Skills

Incident management

Root cause analysis

Troubleshooting

Scripting / automation

Change / release management

System monitoring

Code reviews

ISDLC/SDLC

Tools

Third-party software support

Automation tooling

Job description

Production Support Engineer

Responsible for supporting business-critical applications and systems through incident resolution, root-cause analysis, troubleshooting, change implementation, system monitoring, and application enhancements.

The role combines production support with development activities while ensuring system availability, reliability, compliance, and a strong customer experience.

Experience Required: 8–10 Years

Key Responsibilities

• Provide application and production support, responding to customer requests, questions, incidents, and problem tickets.
• Troubleshoot technical issues, perform root-cause analysis, and implement effective resolutions.
• Review and execute installation, release, and change plans according to established change-management procedures.
• Develop, test, debug, and maintain programs, scripts, utilities, and automation solutions.
• Participate in code reviews, testing, deployment, and ISDLC/SDLC processes.
• Monitor system alerts, performance, availability, and reliability, proactively addressing operational issues.
• Install and maintain third-party software and hardware changes.
• Develop and improve monitoring, alerting, automation, and operational processes.
• Maintain technical documentation, support knowledge sharing, and contribute to team training.
• Work collaboratively with project leads, technical teams, business partners, and key stakeholders.
• Identify opportunities for continuous improvement, operational efficiency, and better customer experience.
• Demonstrate strong ownership, integrity, collaboration, adaptability, and customer focus.

Core Skills

• Application / Production Support
• Incident & Problem Management
• Root Cause Analysis
• Troubleshooting
• System Monitoring & Alerting
• Scripting / Automation
• Programming & Debugging
• SDLC / ISDLC
• Code Review & Testing
• Change / Release Management
• System Performance & Reliability
• Third-Party Software Support
• Technical Documentation
• Stakeholder Communication
• Continuous Improvement

Essential Skills

Infrastructure Skills:

• Systems monitoring, performance, availability, and reliability management.
• Use of system commands and utilities.
• Installation and maintenance of third-party software and hardware.
• Production alert monitoring and response.
• Troubleshooting and root-cause analysis.
• Change procedures and implementation planning.
• On-call support.

Application Skills:

• Following SDLC processes.
• Participating in code reviews.
• Collaborating with development teams.
• Preparing test scripts and supporting application-related troubleshooting.

Desirable Skills

• Infrastructure Optimization and Tuning
• Project Management