IT Analyst V - Technical Support

We are seeking a highly accomplished IT Analyst V - Technical Support for an enterprise-level contract opportunity based in Toronto. In this role, you will take on a premier Level 3 application support, incident management, and operational resiliency capacity, specializing in overseeing complex Java/J2EE application environments in a load-balanced, service-oriented architecture.

As a principal technical support analyst, you will bridge the gap between application development teams, system architects, and business stakeholders. Operating within a hybrid work model, you will lead incident investigations, execute root-cause analyses, manage production changes, and leverage modern observability platforms to maintain application availability and performance. This position is ideal for a senior technical authority who can drive operational automation, establish standard support frameworks, and mentor junior team members.

Location: Toronto, ON

Assignment Type: Hybrid (2 days per week onsite)

Contract Duration: 6-month contract with potential for extension

Advantages
Level 3 Technical Scope: Lead deep-dive troubleshooting, root-cause analysis, and performance tuning for critical enterprise platforms.

Modern Observability Stack: Hands-on operational ownership using Splunk, Dynatrace, PagerDuty, and ServiceNow.

Resiliency & Automation: Drive proactive monitoring, operational resiliency initiatives, and support process improvements.

Flexible Hybrid Model: Enjoy a balanced working arrangement combining collaborative onsite teamwork in Toronto with remote work flexibility.

Responsibilities
Provide Level 2 and Level 3 production support for complex, load-balanced enterprise applications, acting as a primary point of contact for incident escalations.

Develop, implement, and enforce standard support processes and operational best practices to enhance system stability and customer experience.

Lead detailed incident investigations and root-cause analyses to evaluate failures and implement targeted remediation plans.

Monitor system health, configure alerts, and build operational dashboards using Dynatrace, Splunk, PagerDuty, and ServiceNow.

Partner with architects and development squads to ensure system modifications interact properly, data conversion impacts are addressed, and performance requirements are met.

Manage complex application deployments, change management processes, production implementations, compliance controls, and disaster recovery planning.

Analyze initial system failures, coordinate cross-functional resolution efforts, and communicate status updates to business and technical leads.

Support certificate management, Linux/Unix server operations, and security protocols across integrated application environments.

Identify opportunities to minimize operational costs, drive automation, and enhance overall productivity and system efficiency.

Provide guidance, coaching, and knowledge transfer to team members to build collective technical capabilities.

Qualifications
Core Requirements & Technical Stack
Application Support Tenure: Minimum 10+ years of progressive experience in enterprise application support, incident management, problem management, and change management.

Financial Services Context: Minimum 5+ years of dedicated technical support experience within a bank or financial institution.

Java/J2EE Application Mastery: Deep technical understanding and hands-on experience supporting Java/J2EE applications in complex environments.

Observability & ITSM Tools: Hands-on experience creating dashboards, monitoring alerts, and managing incidents using Splunk, Dynatrace, PagerDuty, and ServiceNow.

Operating Systems & Infrastructure: Strong hands-on experience with Linux/Unix environments and certificate management.

Education: Undergraduate degree in Computer Science, Information Technology, or a related discipline is preferred.

Preferred Experience & Assets
Certifications: Professional certifications in Java, Azure, microservices, or automation are considered strong assets.

Authentication Technologies: Understanding of enterprise authentication protocols (SSO, MFA, OAuth, SAML, OpenID Connect).

Leadership Experience: Prior experience in a team lead, senior mentor, or delegation capacity.

Soft Skills & Delivery Attributes
Communication Skills: Outstanding written and verbal communication skills to articulate technical issues clearly to diverse stakeholders.

Problem Solving & Analysis: Superior analytical capabilities and critical thinking skills to diagnose complex system bottlenecks and initial failures.

Summary
If you're interested in the "IT Analyst V - Technical Support" role based in Toronto, we encourage you to apply online at www.randstad.ca.
Only qualified candidates will be contacted for the next steps. We look forward to hearing from you!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.

This posting is for existing and upcoming vacancies.