Senior Application Support & ITIL Project Lead

vTech Solution; Canada; On-site; CAD 90,000 - 120,000; Full time

Job summary

vTech Solution is seeking a Senior Application Support Specialist in Canada to manage production applications, coordinate project teams, and ensure timely delivery of deliverables in compliance with government and ministry standards.

You will handle incident management, liaise with clients, and collaborate with cross-functional teams to resolve issues and improve service delivery. The role requires strong ITIL knowledge and experience with JIRA, SDLC, and stakeholder management.

Qualifications

• 5+ years in application support and project coordination.
• Strong knowledge of ITIL processes including incident and change management.
• Experience with JIRA and incident lifecycles.

Responsibilities

• Coordinate and facilitate project teams to meet deadlines and adhere to standards.
• Manage JIRA/eSMT incident tickets and ensure resolution within SLAs.
• Identify and resolve application issues by collaborating with stakeholders.
• Support incident management, change management, deployments, and upgrades following ITIL processes.
• Respond to end-user queries and troubleshoot application and system access issues.
• Maintain and update technical documentation and procedures.
• Work with project/product managers to create performance measurement dashboards.
• Manage client expectations and maintain strong stakeholder relationships.
• Support systems integrations, build testing, production deployments, and release management.
• Develop and maintain project status reports, budgeting, risk management, and documentation repositories.
• Communicate and escalation project risks and issues to senior executives with mitigation recommendations.
• Deliver training sessions and create user guides for technical processes and tools.

Skills

ITIL processes

JIRA

SDLC methodologies

Incident lifecycle management

Troubleshooting

Communication skills

Stakeholder management

Project coordination

Documentation writing

Budgeting & risk management

Tools

Power BI

DevOps dashboards

Ticketing systems

Job description

vTech Solution is seeking a Senior Application Support Specialist in Canada to manage production applications, coordinate project teams, and ensure timely delivery of deliverables in compliance with government and ministry standards.

You will handle incident management, liaise with clients, and collaborate with cross-functional teams to resolve issues and improve service delivery. The role requires strong ITIL knowledge and experience with JIRA, SDLC, and stakeholder management.