Production Support Analyst (Akamai / Web Platforms)

Position: Production Support Analyst (Akamai / Web Platforms)

Location: Hybrid, Downtown Toronto

Key Technologies: Akamai CDN, NetStorage, WAF, Site Shield, Kona Site Defender, Prolexic, AWS, Azure, NGINX, Apache, DNS, SSL, Jira, Confluence, AngularJS, Cloud Platforms, Incident Management, ITIL.

Role Summary

We are seeking a Production Support Analyst with strong experience in Akamai, web platform support, cloud technologies, and incident management. The role is responsible for monitoring, troubleshooting, and supporting critical production environments while ensuring high availability, performance, and security of web applications and digital platforms.

Key Responsibilities

• Monitor and support production environments, ensuring adherence to SLAs and operational excellence.
• Troubleshoot and resolve application, network, system, DNS, SSL, and infrastructure-related issues.
• Perform incident, problem, and change management activities in alignment with ITIL processes.
• Manage and maintain Akamai delivery configurations, NetStorage, caching, routing, performance optimization, and security solutions.
• Coordinate with Development, DevOps, CloudOps, infrastructure teams, and vendors to drive issue resolution and root cause analysis.
• Administer domains, DNS records, URL redirects, SSL certificates, and user access management.
• Monitor system performance, analyze trends, perform root cause analysis, and recommend improvements.
• Support web platforms, cloud environments, and content delivery infrastructure across AWS, Azure, and related technologies.
• Create and maintain operational documentation, runbooks, knowledge articles, and user guides.
• Participate in on-call rotations and major incident response activities.
• Deliver knowledge transfer and cross-training sessions to support team members.

Required Skills & Experience

• 5+ years of Production/Application Support experience in enterprise environments.
• Strong hands-on experience with Akamai CDN, NetStorage, and Akamai delivery/security configurations.
• Experience supporting AWS, Azure, NGINX, Apache, and modern web application environments.
• Strong expertise in DNS management, SSL certificates, URL routing, and website delivery architecture.
• Experience with Jira and Confluence administration and support.
• Knowledge of Akamai security solutions, including WAF, Kona Site Defender, Site Shield, Bot Manager, and Prolexic.
• Familiarity with ITIL processes, including Incident, Problem, and Change Management.
• Experience managing production incidents, vendor escalations, and root cause reporting.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to interact with technical and business stakeholders.

Preferred Qualifications

• Previous experience supporting Akamai platforms or working as a Webmaster.
• Experience with web hosting platforms such as Heroku or other PaaS solutions.
• Knowledge of streaming platforms, media delivery, and content distribution.
• Experience supporting mobile applications (iOS and Android).

Key Technologies

Akamai CDN, NetStorage, WAF, Site Shield, Kona Site Defender, Prolexic, AWS, Azure, NGINX, Apache, DNS, SSL, Jira, Confluence, AngularJS, Cloud Platforms, Incident Management, ITIL.