Production Support Engineer
- Toronto, ON, Canada
- Greater Toronto Area, Canada, Canada
Contract
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Job details
- Job type
- Contract
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- Posting language
- English
- Posted
Original job description
Role : Production Support Engineer / Application Support Engineer
Location : Ottawa / Toronto (Hybrid)
Contract
Job Description:
you will provide L1/L2 application support for Front Office Investment Banking & Capital Markets technology platforms, with a focus on Deal Capture / Trade Booking & Lifecycle and Portfolio Credit Analytics workflows.
- Provide L1/L2 application support for Front Office platforms supporting deal capture, trade booking, lifecycle events, and portfolio credit analytics, ensuring stable operation and timely service restoration.
- Network support, TCP/IP, UDP.
- Perform incident intake, triage, impact assessment, and prioritization; resolve issues at L1/L2 where possible and escalate to L3/engineering/infrastructure with clear diagnostics, evidence, and reproduction steps.
- Execute ITIL-aligned Incident, Problem, and Change Management processes, ensuring adherence to SLAs/OLAs and consistent stakeholder communications.
- Use ServiceNow (or equivalent) to manage incidents/requests/changes end-to-end, including accurate updates, handoffs, approvals, and closure documentation.
- Troubleshoot functional and technical issues impacting trade booking and lifecycle flows (e.g., booking validations, lifecycle amendments, cancel/correct, and downstream confirmations/settlement integrations), coordinating with upstream/downstream teams as needed.
More about this job
Responsibilities
Provide L1/L2 support for investment banking and capital markets platforms, maintaining stable operations and restoring service promptly. Triage and resolve incidents, manage ITIL-aligned processes in ServiceNow, and coordinate escalations and troubleshooting across teams for trade booking, lifecycle, and downstream workflows.
Requirements
The role calls for application support experience with front-office investment banking and capital markets workflows, including deal capture, trade booking, lifecycle events, and portfolio credit analytics. It also involves network troubleshooting, incident management, ServiceNow, and clear coordination with engineering, infrastructure, and upstream or downstream teams.
Skills
- L1/L2 Application Support
- Front Office Technology Support
- Deal Capture
- Trade Booking
- Trade Lifecycle Support
- Portfolio Credit Analytics
- Network Support
- TCP/IP
- UDP
- Incident Triage
- Impact Assessment
- ITIL Incident Management
- Problem Management
- Change Management
- ServiceNow
- Stakeholder Communication
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Software
- Customer Service & Support
- Finance & Accounting
Keywords
- L1/L2 Application Support
- Front Office
- Investment Banking
- Capital Markets
- Deal Capture
- Trade Booking
- Trade Lifecycle
- Portfolio Credit Analytics
- TCP/IP
- UDP
- Incident Intake
- Incident Triage
- Impact Assessment
- L3 Escalation
- ITIL
- Incident Management
- Problem Management
- Change Management
- ServiceNow
- SLA
- OLA
- Booking Validations
- Lifecycle Amendments
- Cancel/Correct
- Downstream Confirmations
- Settlement Integrations
- Stakeholder Communications