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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading production support teams, applying ITIL-aligned practices, and ensuring operational stability for business-critical applications. Proficient in utilizing metrics and dashboards for service performance improvement and risk identification.
Highest-signal resume keywords
Production Support LeadershipITIL Practices ApplicationCloud Application SupportIncident Management CoordinationTeam Development and Coaching
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
.NETJavaScriptSQL ServerPostgreSQLAgile MethodologiesDevOps PracticesServiceNowMonitoring PlatformsObservability ToolsCI/CD Pipelines
Soft Skills
Stakeholder CommunicationProblem-SolvingTeam ManagementAccountability EstablishmentContinuous Improvement
Industry Keywords
Production SupportApplication SupportService Request ManagementChange ManagementKnowledge Management
Tech Stack
Tools & technologiesAzureCloudITSMJavaScriptPostgresServiceNowSQL.NET
About the role
Key responsibilities & impact- Lead a team responsible for production and application support across business-critical technology platforms
- Ensure service reliability, operational stability, and customer experience
- Lead major incident response and production support activities
- Coordinate timely resolution, escalation, stakeholder communication, and technical teams
- Strengthen production readiness and supportability through playbooks, runbooks, monitoring, observability, knowledge management, and team development
- Lead post-incident reviews and problem management activities
- Apply and continuously improve ITIL-aligned Incident, Problem, Change, Knowledge, and Service Request Management practices
- Partner with engineering, product, and business teams throughout the technology delivery lifecycle
- Define, monitor, and communicate service health and production support metrics
- Use operational data, dashboards, and trend analysis to identify risks and improve service performance
- Coach and develop team members while establishing accountability for service outcomes and continuous improvement
Requirements
What you’ll need- Minimum 5+ years of related experience in technology, software engineering, production support, application support, or a related technical field
- Experience leading, managing, or mentoring teams responsible for production or application support
- Hands-on experience supporting and troubleshooting enterprise applications in production environments
- Experience with .NET and/or JavaScript technologies
- Experience with relational databases such as SQL Server or PostgreSQL
- Experience investigating production issues, identifying root causes, and implementing sustainable solutions with engineering teams
- Experience with cloud-hosted applications and services, preferably Microsoft Azure
- Experience working in Agile and DevOps delivery environments
- Experience applying ITIL or IT Service Management practices
- Experience using production support metrics, dashboards, and trend analysis
- Bachelor's degree in computer science, Engineering, Information Technology, or a related discipline, or equivalent education and practical experience is preferred
- Experience leading production support and/or on-call operations for business-critical enterprise applications is preferred
- Previous hands-on experience as a software developer/engineer or tech lead is preferred
- Experience managing or coordinating major incidents and service disruptions is preferred
- Experience with ServiceNow or a comparable ITSM platform is preferred
- Experience with monitoring and observability platforms is preferred
- Familiarity with CI/CD pipelines, release management, change management, and modern production support practices is preferred
- Experience working in complex enterprise technology environments is preferred
Benefits
Comp & perks- Flexible environment supporting well-being and inclusion
- Learning and career growth support
- Health, dental, mental health, and vision benefits
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days in Canada
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance