Role : Production Support Engineer / Application Support Engineer
Location : Ottawa / Toronto (Hybrid)
Summary
In this role, 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. You will ensure day-to-day stability, perform incident triage and functional troubleshooting, support controlled change and release execution, and partner with business and technology teams to drive timely resolution, improved operational reliability, and strong service outcomes.
Responsibilities
- 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.
- Support operational stability of portfolio credit analytics workflows by investigating calculation breaks, data refresh issues, and feed/interface failures, coordinate resolution and preventive fixes through problem management.
- Diagnose and validate data issues using SQL (reconciliation, break analysis, anomaly identification) to isolate root symptoms and accelerate resolution.
- Perform Linux-based troubleshooting (log review, job/process checks) to identify failure points and provide actionable escalation context to engineering and infrastructure teams.
- Monitor and support batch/scheduled processing and critical operational checks; manage reruns/recovery steps and ensure timely completion of daily cycles.
- Assist with deployments, releases, and environment upgrades across DEV/UAT/PROD, including pre-release validation (smoke checks) and post-release monitoring; exposure to CI/CD practices is a plus.
- Track defects, enhancements, and operational work items in Jira and maintain knowledge assets and technical documentation in Confluence.
- Develop and maintain runbooks and repeatable procedures for common support scenarios and recovery actions to reduce MTTR (mean time to recover) and improve consistency.
- Create lightweight automation utilities using Python / PowerShell / Shell scripting to streamline repetitive support tasks and improve operational controls.
- Provide clear stakeholder communications during incidents and changes, including status updates, business impact summaries, and post-incident reporting/trend insights when required.
