Senior Application Support Analyst

Direct Hire

Toronto, ON

Job Description

We are seeking a highly skilled Senior Application Support Analyst to join our global Production Support team, providing exceptional support for our Strategic Tooling Services applications. These critical platforms enable profit and loss decomposition reviews, reporting, and advanced analysis functions for our global user community. Operating on the Azure cloud, the platform leverages MongoDB databases, Kubernetes for pod management, Dynatrace for monitoring, and automated rollout processes. As part of a “follow the sun” support model, this role will collaborate with a distributed team to ensure seamless support for our worldwide operations.

What will you do?

• Provide advanced technical support for Strategic Tooling Services applications, troubleshooting and resolving issues related to profit and loss decomposition, reporting, and analysis functionalities.
• Monitor and maintain platform stability on Azure cloud, utilizing Dynatrace for performance monitoring and optimization.
• Manage Kubernetes pods, ensuring efficient deployment, scaling, and recovery of application components.
• Support automated rollout processes, ensuring smooth and reliable delivery of updates and enhancements.
• Perform root cause analysis for incidents, leveraging strong SQL skills to query and analyze data in MongoDB and other systems.
• Develop and maintain scripts (e.g., Python, Bash, or similar) to automate repetitive tasks, improve monitoring, and enhance support workflows.
• Collaborate with a global team to provide continuous “follow the sun” support, ensuring timely handoffs and consistent service levels.
• Document processes, incidents, and resolutions to contribute to the team's knowledge base and improve operational efficiency.
• Work closely with development and infrastructure teams to escalate and resolve complex issues, driving long-term improvements to the platform.

Must Have:

• 4+years' experience in production support or a similar technical role
• Experience working in Azure cloud environments and hands-on experience with Kubernetes pod management; experience with automated deployment/rollout processes in a cloud-based ecosystem
• Proficiency with Dynatrace or similar monitoring tools for performance tracking and issue resolution
• Strong SQL skills for querying and analyzing data, with experience in MongoDB or other NoSQL databases; solid Linux administration skills and the ability to navigate and troubleshoot in a Linux environment
• Scripting proficiency in Python, Bash, or another programming language for automation and process improvement
• Product support experience supporting financial or analytical applications
• Excellent problem-solving skills with a proactive and detail-oriented approach to incident management
• Ability to work effectively in a global, distributed team, with strong communication and collaboration skills; flexibility to participate in a “follow the sun” support model, including occasional off-hours or on-call responsibilities

Nice to have

• Experience within multiple capital markets verticals which include Equities, Derivatives, etc
• Experience supporting profit and loss (P&L) systems, reporting tools, or financial analysis platforms.
• Familiarity with Agile methodologies and DevOps practices.
• Certification in Azure, Kubernetes, or related technologies.
• Knowledge or development experience in languages such as Java, .NET, or React