Production Support Lead - Incident Owner (Cloud/API)

Inkasarmored; Toronto; On-site; CAD 75,000 - 100,000; Full time

Job summary

INKAS® Group is seeking a highly skilled Technical Support Specialist to operate at the core of our production support function. This role owns complex incidents and drives resolution across application, data, and infrastructure, acting as escalation point for critical issues in a high-availability SaaS environment.

You will work across distributed systems, cloud environments (AWS), and runbooks to improve system reliability and customer experience.

Qualifications

• 3+ years of Tier 2/3 production support experience.
• Experience handling high-availability incidents and service restoration.
• Proficiency with MongoDB and AWS.
• Familiarity with REST APIs, webhooks, and integrations.
• Strong networking fundamentals (DNS, HTTP/S, TCP/IP).

Responsibilities

• Serve as primary escalation point for Tier 1 and unresolved incidents.
• Own end-to-end incident lifecycle from triage to closure.
• Ensure SLA adherence and stakeholder communication.
• Lead or participate in incident response and on-call rotations.
• Diagnose issues across web apps, APIs, cloud infra, and distributed systems.
• Analyze logs, metrics, and traces to identify root causes.
• Perform RCA and implement preventative actions.
• Support high-availability systems and production stability.
• Collaborate with engineering, DevOps, and product teams.

Skills

Incident management

Production support

Troubleshooting

Communication

Tools

Zendesk

Zabbix

MongoDB

AWS

Job description

INKAS® Group is seeking a highly skilled Technical Support Specialist to operate at the core of our production support function. This role owns complex incidents and drives resolution across application, data, and infrastructure, acting as escalation point for critical issues in a high-availability SaaS environment.

You will work across distributed systems, cloud environments (AWS), and runbooks to improve system reliability and customer experience.