Application Support Analyst

We are seeking an Application Support Analystfor our Information Technology team. Reporting to the Senior Manager, Enterprise Applications & Service Delivery the Application Support Analyst is responsible for the stability, performance, and supportability of business-critical applications within the Enterprise Operations Centre (EOC), serving as the technical escalation within the support model and lead complex incident resolution and applications operate reliably in production, with a strong focus on minimizing service disruption and maintaining high service quality. The successful incumbent will drive operational excellence through proactive monitoring, root case analysis, and continuous improvement, production readiness, system maintenance, and integration activities.

As the Newest Member of our Team, You’ll:

• Provide Level 2 (L2) technical and functional support for enterprise applications, managing complex incidents in alignment with service level targets.
• Serve as the escalation point within L2 support, owning complex and high-impact issues requiring deep technical analysis.
• Lead troubleshooting through log analysis, system diagnostics, and code-level investigation to identify root causes and restore service.
• Drive root cause analysis for major incidents, implementing permanent fixes, and coordinating with engineering or vendors to address underlying defects.
• Monitor application health and performance using observability tools, including alert tuning, dashboard development, and metric analysis to proactively identify and mitigate risks.
• Enhance monitoring effectiveness by refining alerts, reducing false positives, and improving actionable insights.
• Support application deployments, patching, and maintenance, maintaining stability, security, and operational readiness.
• Lead integration support activities, including API configurations, system connectivity, and validation of data flows across platforms.
• Collaborate with development, infrastructure, and vendor teams to address cross-system issues and improve end-to-end service reliability.
• Contribute to team capability through technical guidance and knowledge sharing, drive efficiency and resilience via automation and process improvements, and support application upgrades and platform initiatives to ensure operational readiness and supportability.

• College diploma or bachelor’s degree in computer science, computer engineering, or equivalent combination of education and experience.
• A minimum of three (3) years of experience in application support within complex enterprise environments, including both cloud and on-premises systems.
• Solid hands-on experience supporting modern enterprise platforms, including Microsoft Fabric, Salesforce, and ServiceNow, is required.
• Strong experience supporting Microsoft Azure environments, including Windows-based systems and services.
• Solid experience supporting Linux-based systems and hybrid infrastructure environments.
• Proven experience with monitoring and observability platforms (e.g., Zabbix, New Relic), including alert tuning, dashboard creation, and performance metrics analysis.
• Experience with scripting or programming languages (e.g., Python, PowerShell, SQL) to support automation, diagnostics, and operational efficiency.
• Experience working in an ITIL based environment (Incident Management, Service Request Management, Escalation Management, SLA Adherence)
• Demonstrated ability to quickly learn, adapt, and apply new technologies, tools, and application platforms in a dynamic enterprise environment, with experience in AI-enabled operations tools (e.g., AIOps, predictive monitoring, intelligent alerting, or chat-based support) considered a strong asset.

*The target hiring salary for this position is $73,200 - $86,100.

Placement within our salary range will be based on factors such as internal equity, market conditions, and the candidate’s experience, skills, and qualifications relevant to the role.*

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