Original job description
Position Description
This role is hybrid and requires you to be at our downtown Toronto and/or Client office at a minimum 2 days per week subject to change at any time.
Your future duties and responsibilities
CGI is seeking an experienced L3 Application Support to support a critical Business Banking portfolio. This is a hands-on production support role requiring strong technical troubleshooting skills, ownership of complex incidents, and the ability to work effectively with multiple business and technology stakeholders.
The successful candidate will have strong experience in L3 production support, Java, SQL, Dynatrace, and Splunk. The role requires someone who can independently investigate production issues, manage P1/P2 incidents, perform root-cause analysis, and drive issues through resolution while maintaining clear stakeholder communication.
Required Qualifications To Be Successful In This Role
Take ownership of L3 application and production support activities for applications within the Business Banking portfolio.
Investigate and resolve complex production incidents, problems, defects, and application issues.
Manage P1/P2 incidents, including troubleshooting, coordination, escalation, stakeholder communication, and resolution tracking.
Use Dynatrace and Splunk to monitor application health, analyze logs, investigate performance issues, and identify root causes.
Apply working knowledge of Java and SQL to troubleshoot application and data-related production issues.
Perform SQL queries and data analysis to identify failures, validate data, and support incident resolution.
Use ServiceNow dashboards and workflows to manage incidents, problems, changes, requests, and production support activities.
Perform root-cause analysis and contribute to permanent corrective and preventive solutions.
Monitor application availability, reliability, performance, security, and data integrity.
Identify operational risks and proactively recommend improvements to application support processes.
Coordinate with development, infrastructure, database, business, and other technology teams during incident resolution.
Work closely with the Service Delivery Manager and communicate directly with client and business stakeholders.
Maintain clear documentation of incidents, resolutions, known errors, troubleshooting procedures, and application knowledge.
Support change implementation, application testing, release activities, and production validation.
Participate in and contribute to team meetings, incident calls, scrums, and operational reviews.
Identify opportunities for automation and continuous improvement to reduce recurring incidents and improve support efficiency.
Deliver assigned work according to established SLAs and OLAs, escalating risks and issues when required.
Participate in a rotating evening and weekend support schedule.
Required Skills & Experience
8–10 years of IT experience, with significant hands-on experience in L3 application/production support.
Strong production incident management and troubleshooting experience.
Strong working knowledge of Java and SQL.
Hands-on experience with Dynatrace and Splunk – mandatory.
Experience using ServiceNow for incident management, dashboards, and production support processes.
Strong understanding of Incident, Problem, Change, and Request Management processes.
Experience troubleshooting enterprise applications in complex production environments.
Ability to independently investigate and resolve high-priority P1/P2 incidents.
Strong root-cause analysis and problem-solving capabilities.
Excellent verbal and written communication skills.
Strong stakeholder-management skills with the ability to communicate effectively with technical teams, business stakeholders, clients, and senior leadership.
Ability to manage multiple priorities and work effectively in a fast-paced production environment.
Willingness to participate in rotating evening and weekend support.
Nice to Have
Banking or Financial Services experience.
Experience supporting Business Banking applications.
Knowledge of Datadog, WebSphere, .NET, Jira, Confluence, and Git.
Experience with DevOps practices and production support automation.
ITIL, Agile/SAFe, DevOps, or relevant technology certifications.
"CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $50,000–$100,000. This role is an existing vacancy."
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.
That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.
Come join our team - one of the largest IT and business consulting services firms in the world.
