Systems Support Analyst

We are seeking a skilled and dedicated Systems Support Analyst to join our team. The ideal candidate will be responsible for supporting production and non-production environments, ensuring smooth operations, monitoring system health, and addressing technical issues. The role requires strong expertise in infrastructure configuration, application deployment, database management, and performance monitoring.

Responsibilities:

Core Infrastructure Support:

• Create and configure non-production environments for in-scope applications.
• Implement the ELF framework for non-production environments.
• Triage and resolve non-production environment issues.
• Deploy application baselines to non-production environments.
• Manage certificate renewals.
• Configure and maintain CI/CD pipelines.
• Set up and support performance environments (e.g., PT WYN, PT DOR).
• Handle database activities for non-production environments, including installation, maintenance, configuration, and issue resolution.
• Administer tools such as GIT, Artifactory, SonarQube, ETL, UCD, Jenkins, Logstash, ELK, and JMeter.
• Manage onboarding and offboarding of users for non-production environment access.

Production Environment Support:

• Implement the ELF framework for production environments.
• Deploy application baselines to production environments.
• Renew certificates for production environments.
• Update and review MOPs for production deployments.
• Configure and maintain CI/CD pipelines.
• Perform production patching activities for in-scope applications.
• Monitor production systems (e.g., liveliness probes, BM worker nodes, DataGrid, SOSS, POD restarts).
• Conduct database activities for production environments, including schema installation, issue resolution, optimization, and maintenance scripts.
• Administer tools such as GIT, Artifactory, SonarQube, ETL, UCD, Jenkins, MDM server, Logstash, ELK, and JMeter.
• Manage onboarding and offboarding of users for production environment access.

Application Monitoring and AMS Resources:

• Manage traffic diversion during deployments.
• Validate deployment success through sanity checks in OM.
• Perform post-deployment health monitoring and hourly reporting.
• Conduct production patching activities for in-scope applications.
• Use tools like Dynatrace, Grafana, and BAM for production monitoring and alert actions.
• Monitor DB servers, verifying table space, disk space, memory, and processor usage, and issue warnings as needed.
• Report on system health metrics using Dynatrace.

Production Monitoring and Incident Management:

• Diagnose and resolve high-severity incidents (P1 and P2) and track them through to resolution.
• Provide production logs and access to analyze incidents.
• Deliver root cause analysis for critical incidents.
• Repair data issues caused by invalid data or incidents.
• Provide workarounds for critical and high-severity incidents.
• Update system, configuration, or process documentation as necessary.
• Respond to application-related queries and perform data extraction as required.
• Handle ad hoc requests for information, queries, or reports from end users.
• Provide holiday support coverage and monitor critical applications during peak periods.
• Conduct daily health checks for critical applications.

Qualifications and Competencies:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in system support, production monitoring, and application deployment.
• Proficiency in tools such as Dynatrace, Grafana, BAM, Artifactory, Jenkins, and UCD.
• Strong understanding of database management, CI/CD pipelines, and performance monitoring.
• Excellent problem-solving and communication skills.
• Ability to work in a fast-paced environment and handle multiple priorities effectively.

Working Conditions:

• Type of job: Temporary Contractor – 1 year with the possibility to extend
• Work hours: Monday - Friday, 40 hours per week
• Location: Toronto, ON