Cloud Support Analyst (SENIOR& LEAD)

Our client is looking Cloud Support Analyst (SENIOR & LEAD) for Long Term project in Toronto, ON (Hybrid) Below is the detail requirement.

Cloud Support Analyst (SENIOR& LEAD)

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

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

Summary

The Cloud SupportAnalyst (Senior / Lead) is responsible for providing advancedLevel 2 and Level 3 production application support, incident resolution, and operational stability for Zafin’s enterprise 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.

CoreCompetencies

• Technical Application Support:L2/L3 SaaS Support| Production DefectTriage | 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 & PlatformOperations: 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 IncidentCoordination

| JIRA Service Management / ServiceNow | Cross-Functional BridgeLeadership | Mentorship & Runbooks

KeyResponsibilities

1. L2/L3 Production Defect Resolution & Troubleshooting

• Investigate, reproduce, and resolve criticalproduction defects, data discrepancies, and platform anomalies reported by Tier-1 banking clients.
• Analyze application, platform, and infrastructure logs (using KQL, Log Analytics, and Linux CLI tools) to isolate points of failure across distributed cloud microservices.
• Validate API calls, inspecting JSON/XMLpayloads and HTTP response status codes via Postman or terminal utilities to troubleshoot integration failures.

1. Database & Data PipelineInvestigation

• Execute advanced SQL queries acrossrelational databases (PostgreSQL, Oracle, SQL Server) to verify backend transaction states and perform source-to-target data reconciliation.
• Troubleshoot failures within batch processing workflows, scheduled data pipelines, and downstream interface feeds.

1. Incident Governance & Client Communication

• Ensure strict adherence to contractual Mean Time to Respond (MTTR)and resolution SLAs for high-priority incidents (Sev-1 / Sev-2).
• Author detailed, client-facing Root Cause Analysis(RCA) reports, post-mortem summaries, and preventive remediation recommendations.
• Participate in scheduled rotational 24/7 on-callschedules to supportbusiness-critical production escalations.

1. Leadership & Operational Excellence (Lead-Specific)

• Lead major incidentbridge calls, coordinating cross-functional squads (DevOps,Cloud Ops, Core Engineering, Product) toward rapid incident mitigation.
• Create and standardize technical SOPs, triageworkflows, and operational runbooks to optimize Tier-1/Tier-2 support efficiency.
• Mentor and train junior cloud support analystson product domain logic, advanced troubleshooting methodologies, and enterprise client handling.

Requirements & Qualifications

Experience & Education:

• Senior: 5+ yearsof progressive technical application or cloudsupport experience (L2/L3) in enterprise SaaS or cloud-hosted platforms.
• Lead: 8+ yearsof 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 degreein Computer Science,Information Technology, ComputerEngineering, or equivalent practical experience.

Core Technical Skills:

• Strong hands-on proficiency with Microsoft Azure cloud-native services,diagnostics, and monitoring tools.
• Advanced SQL scriptingabilities to performin-depth data audits,complex queries, and transactional investigations.
• Solid Linux command-line capabilities (shell scripting, log searching, permission management, process inspection).
• Strong working knowledgeof 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 readingJava or modernfront-end application code during deep-dive debugging.
• Awareness of container environments (Kubernetes/AKS commandsand pod troubleshooting).