Senior L3 Support Engineer – OnBase ECM & Integrations

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

Job summary

Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision! is seeking a Senior L3 Support Engineer for OnBase ECM and integrations in Toronto.

The role requires strong incident management, hands-on configuration, and integration expertise to maintain high system availability. You will lead L3 escalation handling, guide L1/L2 teams, and drive improvements in performance and release stability within a hybrid work model (3 days in office).

Qualifications

• 6–8 years of experience in L3 incident and problem management.
• Experience with OnBase ECM and integrations.
• Hybrid work model in Toronto (3 days in office).

Responsibilities

• L3 Incident & Problem Management: resolve critical/complex incidents escalated from L2; lead root cause analysis (RCA) and permanent fixes.
• Platform Engineering & Optimization: design and implement OnBase configurations, performance tuning, upgrades, patching, and system enhancements.
• Architecture & Integration Support: SME support for integrations (APIs, middleware, upstream systems); define best practices for workflows and automation.
• Release & Change Governance: lead production releases, deployment strategies, and stabilization; ensure change compliance and risk mitigation.
• Operational Leadership: guide L1/L2 teams, reduce incident backlog, improve MTTR and SLA adherence.

Skills

Microsoft SQL Server 2019

Job description

Senior L3 Support Engineer – OnBase ECM & Integrations

Location: Toronto, ON

Hybrid: 3 days in office

Skills: Microsoft SQL Server 2019

Experience Required: 6-8 Years

Role Descriptions

L3 Incident & Problem Management

• Resolve critical/complex incidents escalated from L2.
• Lead root cause analysis (RCA) and permanent fixes.

Platform Engineering & Optimization

• Design and implement OnBase configurations, performance tuning, and improvements.
• Handle upgrades, patching, and system enhancements.

Architecture & Integration Support

• Provide SME support for integrations (APIs, middleware, upstream systems).
• Define best practices for document workflows and automation.

Release & Change Governance

• Lead production releases, deployment strategies, and stabilization.
• Ensure change compliance and risk mitigation.

Operational Leadership

• Guide L1/L2 teams, reduce incident backlog, and improve MTTR.
• Drive SLA adherence and continuous service improvement.

Outcome Focus

• Zero critical incidents / improved system resilience.
• Faster resolution for complex issues.
• Optimized OnBase performance and scalability.
• Strong governance and release stability.

Key Words to Search in Resume

• OnBase Architecture (Enterprise / ECM Design)
• Integration (APIs / System-to-System / Middleware)
• Workflow Optimization / Automation
• Root Cause Analysis (RCA / Problem Management)
• Migration / Upgrade (OnBase, Appian / CP4BA)