Intermediate Systems Support Analyst (Contract)

Position Summary

The Intermediate System Support Analyst is responsible for ensuring the stability, availability, and performance of production applications. This role coordinates support activities, manages incidents, and facilitates communication between technical teams and business stakeholders. The analyst plays a critical role in maintaining service level agreements (SLAs), minimizing disruptions to business operations, and ensuring smooth application performance across production environments.

Key Responsibilities

• Incident Management: Coordinate and manage the resolution of production incidents, ensuring timely communication and escalation when necessary.

• Monitoring & Performance: Monitor application performance and proactively identify potential issues to prevent downtime.

• Cross-Team Coordination:
  Facilitate communication between development, infrastructure, and business teams during incidents and planned maintenance activities.

• Ticket Management: Manage incident tickets and ensure accurate documentation of issues, actions taken, and resolutions.

• Reporting & Metrics: Track and report key performance indicators (KPIs) related to application availability, performance, and incident resolution.

• Root Cause Analysis:
  Participate in root cause analysis (RCA) to identify recurring issues and implement preventive measures.

• Application Deployments: Coordinate application deployments and releases, ensuring minimal impact to production systems.

• Process Improvement:
  Maintain and improve support processes and procedures to enhance efficiency and service quality.

• Point of Contact: Serve as a primary contact for production support inquiries and escalations.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Experience in application support, production support, or a similar role.

• Strong coordination, organizational, and communication skills.

• Familiarity with ITIL framework and incident management processes.

• Ability to work effectively under pressure and prioritize tasks in a dynamic environment.

• Technical understanding of application architectures and supporting infrastructure components.

• Experience with monitoring and alerting tools.

Location: Onsite. Toronto, ON or Ottawa, ON

Type of Job: Temporary, Contractor

Contract Start/End Date: Feb 2, 2026 to Oct 31, 2026

Length of Contract: 8 months with the possibility of extension