Production Support Analyst

Insight Global is looking for a Production Support Analyst to join the team with one of our largest banking clients on a contract from now until the end of October. The successful candidate will be required to go on-site 3x a week in downtown Toronto. The Production Support Analyst will be responsible for providing infrastructure support, application support, DB support in a cloud environment. This role provides Level 2 and 3 support when applicable and/or capable, and contributes to the delivery of minor enhancements when required. The Production Support Analyst will work within the ServiceNow tool to monitor production deployment tasks as well as production support tasks as they come in, achieving key Service Level Agreements. He/She will be responsible for maintaining systems documentation in the repository of record, update runbooks and hold development teams accountable for documentation where required. When the team member has significant business process knowledge, the sysops administrator will be expected to support the efforts to resolve complex issues with developers. Team members may also be engaged on projects from time to time to complete various activities, including analysis, testing, development, and documentation. Day-to-day responsibilities include:
- Conduct AWS administrative, access, and support tasks across appropriate environments.
- Be responsible for the administration of core systems applications running on AWS infrastructure (ECS, RDS, Lambda)
- Remain up-to-date on new features and updates in AWS. Providing guidance to dev teams and work with them to take actions for their applications to keep up all the updates from AWS.
- Efficiently monitor the AWS costs and develop several strategies for cost optimization.
- Maintaining access control using AWS IAM, as well as the integrity of data, throughout the platform of the AWS application.
- Learn the metrics and monitor the overall usage of several AWS resources with the help of Amazon CloudWatch, and provide recommendations to Dev teams to fine-tune their systems.
- Provide 24 * 7 support for all production applications using various monitoring tools like Cloudwatch in AWS, signalfx and Runscope.
- Monitor ServiceNow queues and provide rapid response to end-user requests for support.
- Monitor ServiceNow queues for all production and certification environments and implement them using Jenkins pipelines as scheduled.
- Proactively identify and work to resolve systems issues or escalate as appropriate.
- Participate in DR exercises.
- Actively work with our datahub teams and use tools like Looker, Snowflake, Databricks for their pipelines.
- Automate any identified tasks by writing scripts in python, and utilizing CloudFormation.
- Support the developers and provide guidance to deploy code using CI/CD pipeline.
- Develop and maintain relationships with key end users.
- Bring technical and functional subject matter expertise to help with technology roadmap planning. This is particularly important for integration work.
- Continue to build knowledge of your functional domain.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

- 4–5+ years of production support or cloud operations experience.
- Strong AWS knowledge, including services such as CloudWatch, Lambda, ECS/Fargate, IAM, KMS, RDS, CloudTrail, and related services.
- Experience supporting serverless architectures.
- Hands-on experience using Splunk for log analysis and troubleshooting.
- Solid understanding of core cloud and networking concepts.
- Linux and Windows administration experience.
- Experience with CI/CD and automation tools (Jenkins, Python scripting).
- Self-sufficient, proactive, and able to ramp up quickly in a new environment.

- Experience with Infrastructure as Code (CloudFormation or Terraform).
- Familiarity with Blazemeter, Runscope, or similar tools.
- AWS certification(s).

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.