Cloud Support Analyst (Senior & Lead)

Title : Cloud Support Analyst (Senior & Lead)

Portfolio: Cloud Support & Client Operations

Location: Toronto, ON / Ottawa, ON, Canada (Hybrid)

Domain: Enterprise SaaS | Banking & Financial Technology | Production Support

Contract

Summary

The Cloud Support Analyst (Senior / Lead) is responsible for providing advanced Level 2 and Level 3 production application support, incident resolution, and operational stability for Client SaaS banking platform. Serving as the primary technical escalation point for Tier-1 banking clients, this role investigates and resolves complex functional, technical, and environment-level defects, performs detailed root-cause analysis (RCA), monitors cloud-hosted systems, and partners closely with Cloud Operations, Engineering, and Client Delivery squads to ensure strict adherence to client SLAs. At the Lead level, this role drives major incident management bridge calls, mentors junior support analysts, and defines operational support runbooks.

Core Competencies

• Technical Application Support: L2/L3 SaaS Support | Production Defect Triage | Log Analysis & Troubleshooting | Incident Lifecycle Management | Root Cause Analysis (RCA)
• Data Investigation & Database Support: Complex SQL Querying | Data Integrity Reconciliation | Batch Job Execution | Transactional Failure Troubleshooting
• Cloud & Platform Operations: Microsoft Azure Services | Containerized Workloads (AKS / Kubernetes basics) | Linux OS Troubleshooting | Health & Metric Monitoring
• API & Integration Triage: REST APIs | Microservices Interconnectivity | Postman / Payload Inspection | Webhook & Integration Failure Analysis
• ITSM & Escalation Governance: SLA & SLO Governance | Major Incident Coordination | JIRA Service Management / ServiceNow | Cross-Functional Bridge Leadership | Mentorship & Runbooks

Technical Skills & Tools

• Cloud Platform : Microsoft Azure: VMs, App Services, Blob Storage, Azure SQL, Azure Key Vault, Log Analytics, Azure Monitor
• Databases & Querying : SQL (Advanced Queries, Joins, Tracing), PostgreSQL, Oracle, MS SQL Server
• APIs & Middleware : REST APIs, JSON/XML Payloads, Postman, cURL, Microservices Log Tracing
• Container & OS Systems : Kubernetes / AKS (basic kubectl/logs triage), Docker, Linux Administration (RHEL / Ubuntu, Bash scripting)
• Monitoring & Logging : Azure Monitor, Application Insights, Log Analytics (KQL queries), Splunk / Datadog / Grafana (awareness)
• ITSM & Tracking : ServiceNow, JIRA Service Management, Confluence, PagerDuty, ITIL Frameworks

Key Responsibilities

1. L2/L3 Production Defect Resolution & Troubleshooting
2. Investigate, reproduce, and resolve critical production defects, data discrepancies, and platform anomalies reported by Tier-1 banking clients.
3. Analyze application, platform, and infrastructure logs (using KQL, Log Analytics, and Linux CLI tools) to isolate points of failure across distributed cloud microservices.
4. Validate API calls, inspecting JSON/XML payloads and HTTP response status codes via Postman or terminal utilities to troubleshoot integration failures.
5. Database & Data Pipeline Investigation
6. Execute advanced SQL queries across relational databases (PostgreSQL, Oracle, SQL Server) to verify backend transaction states and perform source-to-target data reconciliation.
7. Troubleshoot failures within batch processing workflows, scheduled data pipelines, and downstream interface feeds.
8. Incident Governance & Client Communication
9. Ensure strict adherence to contractual Mean Time to Respond (MTTR) and resolution SLAs for high-priority incidents (Sev-1 / Sev-2).
10. Author detailed, client-facing Root Cause Analysis (RCA) reports, post-mortem summaries, and preventive remediation recommendations.
11. Participate in scheduled rotational 24/7 on-call schedules to support business-critical production escalations.
12. Leadership & Operational Excellence (Lead-Specific)
13. Lead major incident bridge calls, coordinating cross-functional squads (DevOps, Cloud Ops, Core Engineering, Product) toward rapid incident mitigation.
14. Create and standardize technical SOPs, triage workflows, and operational runbooks to optimize Tier-1/Tier-2 support efficiency.
15. Mentor and train junior cloud support analysts on product domain logic, advanced troubleshooting methodologies, and enterprise client handling.

Requirements & Qualifications

Experience & Education:

• Senior: 5+ years of progressive technical application or cloud support experience (L2/L3) in enterprise SaaS or cloud-hosted platforms.
• Lead: 8+ years of support engineering experience, including demonstrated leadership managing major incident bridges and mentoring junior engineers.
• Direct domain background in Banking, FinTech, Payments, or Regulated Financial Services is strongly preferred.
• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or equivalent practical experience.

Core Technical Skills:

• Strong hands-on proficiency with Microsoft Azure cloud-native services, diagnostics, and monitoring tools.
• Advanced SQL scripting abilities to perform in-depth data audits, complex queries, and transactional investigations.
• Solid Linux command-line capabilities (shell scripting, log searching, permission management, process inspection).
• Strong working knowledge of REST APIs and web servicing concepts, including payload validation using Postman.
• Solid grounding in ITIL concepts (Incident, Problem, and Change Management).

Nice-to-Have Skills:

• Professional certifications: Microsoft Certified: Azure Fundamentals (AZ-900), Azure Administrator Associate (AZ-104), or ITIL v3/v4 Foundation.
• Basic familiarity reading Java or modern front-end application code during deep-dive debugging.
• Awareness of container environments (Kubernetes/AKS commands and pod troubleshooting).