Technical Production Support Lead – Web Applications & SRE

Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!; Toronto; Hybrid; CAD 90,000 - 140,000; Full time

Job summary

Astra-North Infoteck Inc. in Toronto is seeking a Technical Production Support Lead to oversee L1/L2 support for web applications and SRE initiatives in a hybrid environment.

You will coordinate incident response, perform RCA, drive improvements, and mentor analysts while ensuring SLA adherence and smooth deployment validation across Windows and Linux platforms.

This role emphasizes collaboration with stakeholders, change management, and governance to maintain platform health and reliability.

Qualifications

• Experience leading L1/L2 production support for web apps and services.
• Ability to diagnose incidents and drive permanent fixes.
• Strong communication with stakeholders during outages.

Responsibilities

• Own L1/L2 production support for web applications, internal and external client facing
• Act as primary escalation point for critical production incidents (P1/P2)
• Lead incident triage, resolution, and communication with stakeholders
• Ensure SLA adherence and timely issue resolution
• Coordinate on-call support and support rotations
• Perform root cause analysis (RCA) for recurring or major incidents
• Drive permanent fixes and preventive actions
• Maintain problem records and track remediation progress
• Identify systemic issues and recommend platform improvements
• Support production deployments and release validation
• Review change requests for production readiness
• Coordinate with Solution teams during releases as required
• Ensure rollback plans and post-deployment verification
• Monitor platform health, integrations, and integrity
• Knowledge of SRE tools like Dynatrace, Elk, and PagerDuty
• Troubleshoot issues related to Web Application deployed on Windows and Linux ( )
• Integrations (REST/SOAP APIs, middleware, RDBMS)
• User Security, Certificates, authentication, and authorization issues
• Ensure compliance with best practices
• Act as face of delivery team for Service Requests and adhoc business support activities
• Provide clear status updates during incidents and outages
• Mentor and guide support analysts
• Drive continuous improvement in support processes
• Maintain runbooks, SOPs, and knowledge articles
• Improve monitoring, alerting, and automation
• Support audits, compliance, and governance standard

Skills

Incident management

Team leadership

Stakeholder communication

Root cause analysis

Monitoring & SRE practices

Tools

Dynatrace

ELK

PagerDuty

REST APIs

Job description

Technical Production Support Lead – Web Applications & SRE

Toronto, ON - Hybrid (4 Days WFO)

Production Support & Incident Management

• Own L1/L2 production support for web applications, internal and external client facing
• Act as primary escalation point for critical production incidents (P1/P2)
• Lead incident triage, resolution, and communication with stakeholders
• Ensure SLA adherence and timely issue resolution
• Coordinate on-call support and support rotations

Root Cause Analysis & Problem Management

• Perform root cause analysis (RCA) for recurring or major incidents
• Drive permanent fixes and preventive actions
• Maintain problem records and track remediation progress
• Identify systemic issues and recommend platform improvements

Release & Change Management

• Support production deployments and release validation
• Review change requests for production readiness
• Coordinate with Solution teams during releases as required
• Ensure rollback plans and post-deployment verification

Application and Platform Management

• Monitor platform health, integrations, and integrity
• Knowledge of SRE tools like Dynatrace, Elk, and PagerDuty
• Troubleshoot issues related to:
• Web Application deployed on Windows and Linux ()
• Integrations (REST/SOAP APIs, middleware, RDBMS)
• User Security, Certificates, authentication, and authorization issues
• Ensure compliance with best practices

Stakeholder & Team Leadership

• Act as face of delivery team for Service Requests and adhoc business support activities
• Provide clear status updates during incidents and outages
• Mentor and guide support analysts
• Drive continuous improvement in support processes

Documentation & Governance

• Maintain runbooks, SOPs, and knowledge articles
• Improve monitoring, alerting, and automation
• Support audits, compliance, and governance standard