Mainframe Production Support Specialist (GPS Technology, Client Connectivity)

Job Title: Mainframe Production Support Specialist (GPS Technology, Client Connectivity)
Location: Toronto, ON (Hybrid)
Estimated Duration: 12 Months
 
Role purpose
GPS Technology delivers payment solutions for client’s corporate client base. Within this, the Client Connectivity team ensures clients receive reliable, high-quality services to connect to client as their banking partner. This role exists to restore disrupted services quickly and safely by leading incident investigation and service recovery, communicating impact and progress to stakeholders, and ensuring appropriate escalation and control adherence across incident, change and release activities.
 
What you’ll do
Service support & incident management

• Respond to user queries on system/service usage and regulatory requirements (as applicable).
• Lead service recovery for incidents by coordinating multiple parties and driving actions to restore service.
• Investigate incidents, identify immediate mitigations, and ensure services are resumed from a disrupted state quickly.
• Communicate service impact, recovery progress and recovery plans clearly to stakeholders across regions.
• Escalate critical incidents appropriately and provide regular, structured updates through to resolution.
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Problem management & continuous improvement

• Participate in post-incident reviews to capture root causes, lessons learned and follow-up actions.
• Create and maintain knowledge articles, runbooks and operational documentation to improve team capacity.
• Identify recurring issues and propose improvements to reduce resolution time and minimise service impact.

 
Change & release support

• Participate in change review activities to ensure adherence to client policies, procedures and control requirements.
• Raise concerns on potential or actual risks identified during change planning and execution.
• Support change activities such as role swaps, disaster recovery tests, patching and evergreening activities.

 
Ways of working

• Work flexibly in an environment with changing priorities, balancing multiple tasks and stakeholder needs.
• Provide support outside standard office hours, including holidays, as required by the team.
• Follow alternative schedules when requested (e.g. start 09:00–12:00 and finish 17:00–20:00).
• Collaborate effectively with global virtual teams across multiple regions, working inclusively across boundaries.

 
What you’ll need (essential)

• Proven production support and service management experience, with 5–7 years’ hands-on application development and/or production support experience.
• Strong knowledge and understanding of IT infrastructure and service stability principles.
• Good mainframe knowledge, including CICS, DB2, COBOL, MQ, TWS and SPUFI.
• Familiarity with incident, problem, change and release management processes, including disaster recovery practices.
• Excellent problem-solving and negotiation skills, with clear judgement on escalation for critical incidents.
• Strong English communication skills, with the ability to work effectively in global, virtual teams.
• Ability to build connections, collaborate across boundaries, and maintain a positive, self-motivated approach.
• Understanding of AI tooling such as Copilot and Claude.

 
What’s desirable

• Experience in Corporate Banking, with Payments domain exposure preferred.
• Knowledge of banking payment systems and/or broader banking domain.
• Experience with SQL, Java/J2EE, Unix, Oracle, MQ and open systems (e.g. WebSphere).
• Exposure to monitoring/observability tools such as AppDynamics, Splunk and Geneos.
• Network knowledge.
• ITIL accreditation.