Support Delivery Lead / Technical Lead

Job Overview

We are seeking a dynamic and experienced Support Delivery Lead / Technical Lead to drive excellence in technical support and service delivery across our organization. In this pivotal role, you will oversee the coordination and execution of support services, ensuring seamless resolution of complex technical issues related to computer networking, operating systems, hardware, and software. Your leadership will empower teams to deliver outstanding customer service, optimize operational efficiency, and maintain high standards of technical support. This role offers an exciting opportunity to lead innovative solutions, foster collaboration, and enhance the overall support experience for our clients and internal teams.

Duties

• Support Delivery Lead / Technical Lead

Skills: Unix Shell Scripting and text processing tools
Experience Required: 8-10 yrs
Toronto, ON - Hybrid (2-4 Days WFO)
12 months

Role Descriptions: "Production Support & Incident ManagementOwn L1/L2 production support for web applications| internal and external client facingAct as primary escalation point for critical production incidents (P1/P2)Lead incident triage| resolution| and communication with stakeholdersEnsure SLA adherence and timely issue resolutionCoordinate on-call support and support rotationsRoot Cause Analysis & Problem ManagementPerform root cause analysis (RCA) for recurring or major incidentsDrive permanent fixes and preventive actionsMaintain problem records and track remediation progressIdentify systemic issues and recommend platform improvementsRelease & Change ManagementSupport production deployments and release validationReview change requests for production readinessCoordinate with Solution teams during releases as requiredEnsure rollback plans and post-deployment verificationApplication and Platform ManagementMonitor platform health| integrations| and integrityKnowledge of SRE tools like Dynatrace| Elk| and PagerDutyTroubleshoot issues related to:oWeb Application deployed on Windows and Linux ()oIntegrations (REST/SOAP APIs| middleware| RDBMS)oUser Security| Certificates| authentication| and authorization issuesEnsure compliance with best practicesStakeholder & Team LeadershipAct as face of delivery team for Service Requests and adhoc business support activitiesProvide clear status updates during incidents and outagesMentor and guide support analystsDrive continuous improvement in support processesDocumentation & GovernanceMaintain runbooks| SOPs| and knowledge articlesImprove monitoring| alerting| and automationSupport audits| compliance| and governance standard"

This role is ideal for motivated professionals eager to lead innovative technical support initiatives while delivering exceptional service experiences!

Pay: $50.00-$60.00 per hour

Experience:

• Unix Shell Scripting: 5 years (preferred)
• text processing tools: 5 years (preferred)
• L1/L2 production support: 5 years (preferred)

Work Location: Hybrid remote in Toronto, ON