Production Support Specialist (Client Connectivity, Payments)

91480
Toronto, Ontario
Contract
9 hours ago

Job Title: Production Support Specialist (Client Connectivity, Payments)
Location: Toronto, ON (Hybrid)
Estimated Duration: 12 Months
 
Role purpose
In GPS Technology, the Client Connectivity team enables corporate clients to connect to client securely and reliably. As a Production Support Specialist (individual contributor), you’ll help maintain service stability by triaging and resolving incidents, restoring services quickly, and providing clear communications to stakeholders. You’ll work closely with engineering, infrastructure and vendor teams, and you’ll escalate in line with agreed severity and risk thresholds.
 
What you’ll do
Service support & incident management

  • Monitor and support production services, responding to incidents and service requests within agreed SLAs.
  • Perform initial triage (logs, monitoring, data checks), identify likely causes, and implement workarounds/fixes within your control.
  • Co-ordinate recovery activities with partner teams (engineering, infrastructure, network, vendors) and escalate to the Production Support Lead/Major Incident Manager for high-severity incidents.
  • Provide timely, accurate updates on impact, recovery progress and next steps to stakeholders.

 
Problem management & continuous improvement

  • Contribute to root cause analysis and post-incident reviews, capturing actions to prevent recurrence.
  • Create and maintain runbooks, knowledge articles and operational checklists to reduce time to restore service.
  • Identify opportunities for automation and improved monitoring/alerting to reduce noise and improve resilience.

 
Change & release support

  • Participate in change and release activities (e.g., patching/evergreening, DR tests, role swaps), ensuring operational readiness.
  • Review changes for supportability and operational risk; raise concerns to the Support Lead/Manager where appropriate.

 
Ways of working

  • Participate in a rota for out-of-hours support/on-call as required by the team operating model (including weekends/holidays where scheduled).
  • Work flexible hours aligned to service coverage needs (e.g., staggered start/finish times).

 
What you’ll need (essential)

  • Experience in production support / IT service management in a regulated environment, ideally within banking technology.
  • Strong understanding of IT infrastructure concepts (on-prem and cloud), including networking fundamentals and service dependencies.
  • Hands-on capability with Unix/Linux, SQL, log analysis and troubleshooting in distributed systems.
  • Experience using monitoring/observability tools (e.g., Splunk, AppDynamics, Geneos or equivalents).
  • Working knowledge of Incident, Problem, Change and Release Management (ITIL-aligned).
  • Strong communication skills in English, comfortable working with global teams across time zones.
  • Proven ability to collaborate across boundaries, prioritise effectively, and stay calm under pressure.

 
What’s desirable

  • Payments domain knowledge (connectivity channels, payment processing concepts, message flows).
  • Exposure to Oracle, MQ, WebSphere/Open Systems and/or Java/J2EE-based platforms.
  • Experience supporting DR exercises and resilience testing.
  • ITIL certification.
  • Familiarity with productivity tooling (e.g., Copilot/Claude) to support documentation, analysis and automation ideas (within policy).

The pay range that the employer reasonably expects to pay for this position is between CA$74.00 and CA$84.00

Our voluntary benefits offering includes medical, dental, vision and retirement benefits.

This posting is for an existing vacancy.

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Tundra Technical Solutions is a global workforce and technology delivery firm, ranked by Staffing Industry Analysts as one of the largest in North America. At Tundra, we aren't just hiring top talent at the world's most recognizable brands; we are pioneers of social recruitment. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics. We welcome and encourage diversity in the workplace.

We use artificial intelligence tools to help our recruiters screen and assess talent. These tools do not replace human decision making in the process.

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