Senior Application Support Analyst

Freedom•Toronto, ON

124d

About The Position

The Senior Application Support Analyst excels at identifying potential problems, leads complex troubleshooting efforts, and guides improvements across monitoring, automation, and application lifecycle management. The analyst provides advanced analysis and strategic recommendations by interpreting operational data and identifying systemic issues. The Senior Analyst partners closely with operations teams, developers, architects, and vendors to maintain secure, stable, and scalable digital platforms. They also mentor junior analysts, influence best practices, and contribute to long term technology roadmaps.

Requirements

Expert understanding of the Software Development Lifecycle (SDLC) and ITIL/ITSM frameworks
Advanced knowledge of cloud platforms (AWS preferred), microservices architecture, and modern application ecosystems
Robust experience with monitoring and alerting tools (eg. Splunk, AppDynamics, AWS CloudWatch)
Strong background in Agile methodologies (Scrum, Kanban) and CI/CD tools (Jenkins, Bitbucket, Git, AWS)
Proficiency with Atlassian tools (Jira, Confluence) for ticketing and documentation
Exceptional communication, documentation, and stakeholder management skills
Ability to lead complex troubleshooting efforts and guide cross-functional teams
Continuous learning mindset and strong analytical capabilities
5–8+ years of experience in application support, software development, DevOps, or digital operations.
Bachelor’s degree in Computer Science, Information Technology, or related field.
Proven understanding of software development lifecycle (SDLC) and methodologies like Agile or Waterfall
Demonstrated expertise in troubleshooting complex technical issues and leading incident response.
Strong organizational skills with the ability to manage multiple priorities and high impact initiatives.
Proven experience influencing operational processes and driving continuous improvement.
Passion for innovation and continual learning
Strong analytical and documentation skills
Excellent written and verbal communication skills; bilingualism (English/French) is an asset.
Ability to participate in a 24/7 on-call rotation and lead during critical operational events.

Nice To Haves

Experience with headless CMSs and certificate management is an asset

Responsibilities

Oversee end-to-end monitoring strategies for digital applications (web, mobile, portals, business platforms)
Lead pro-active detection and resolution of performance issues using advanced monitoring, logging, and alerting tools
Guide capacity planning, performance tuning, and architectural improvements
Evaluate and recommend new monitoring technologies and methodologies
Function as an escalation point for complex, high impact incidents
Lead root cause investigations and coordinate cross functional response efforts
Design and implement solutions to minimize business impact from incidents
Develop and enforce best practices for incident resolution, documentation, and post incident reviews
Identify recurring issues and drive long term remediation strategies
Oversee the handling of service tickets, user requests, and application support workflows
Lead and coordinate application releases, patches, and upgrades with development and vendor teams
Maintain and improve documentation, knowledge articles, and runbooks
Ensure operational readiness for new applications and major enhancements
Create and disseminate information management and sharing strategies
Lead process optimization initiatives to enhance system reliability, efficiency, and scalability
Identify and champion automation opportunities across monitoring, deployment, and support processes, leveraging AI where applicable and possible
Conduct advanced data analysis to uncover trends and propose strategic improvements
Produce reports on system performance, operational risks, and improvement outcomes
Ensure digital applications meet IT security, governance, and compliance standards
Lead audit preparation, disaster recovery planning, and resilience testing
Maintain and validate configuration management and system documentation
Provide guidance on secure design and operational practices
Mentor junior analysts and contribute to team capability building
Act as a senior liaison between operations, development, architecture, and vendor teams
Influence technology roadmaps and operational strategies
Participate in the 24/7 on call rotation (approx. 1 week per month) and provide leadership during critical after-hours events