Senior Production Support Engineer - Remote Canada Position

Req ID: 394104

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Senior Production Support Engineer - Remote Canada Position to join our team in Toronto, Ontario (CA-ON), Canada (CA).

Reporting to the IT Team Lead, the  Senior Production Support Engineer will be a key member of the Platform Production Support team, responsible for ensuring the stability, availability, performance, and reliability of business-critical applications and integrations.

This role will provide Level 2 / Level 3 production support , troubleshoot complex application and integration issues, perform root cause analysis, coordinate incident resolution, and implement preventive and corrective actions. The position requires strong hands-on technical expertise along with a solid understanding of production support processes, incident management, change management, monitoring, and operational excellence.

The Senior Production Support Engineer will work closely with application development teams, infrastructure teams, integration teams, business stakeholders, and third-party vendors to maintain reliable services and ensure production issues are resolved within agreed service levels.

Primary Duties and Responsibilities

• Provide Level 2 / Level 3 production support for Applications including Salesforce applications, integrations, interfaces, batch processes, and associated services.
• Monitor production environments and proactively identify application, integration, performance, and data-related issues.
• Troubleshoot and resolve production incidents involving Apex, Lightning components, Visualforce, workflows, flows, validation rules, integrations, APIs, security, and data.
• Perform detailed incident analysis and drive timely restoration of services in accordance with defined SLAs.
• Participate in Major Incident Management and collaborate with cross-functional teams during high-priority production incidents.
• Perform Root Cause Analysis (RCA) for recurring and high-impact incidents and identify corrective and preventive actions.
• Analyze application logs, debug logs, integration failures, API errors, batch failures, and system exceptions to determine root causes.
• Support integrations with third-party applications using REST/SOAP APIs, middleware, batch interfaces, and other integration mechanisms.
• Monitor scheduled jobs, batch Apex processes, integration jobs, queues, and other critical production processes.
• Perform controlled production fixes and minor code/configuration changes where required to restore or improve service.
• Work with development teams to coordinate permanent fixes for defects identified through production incidents.
• Participate in release validation, deployment support, smoke testing, and post-production implementation verification.
• Support change management activities and ensure production changes follow established governance and approval processes.
• Maintain and enhance operational documentation including Standard Operating Procedures (SOPs), Knowledge Articles, troubleshooting guides, support playbooks, and recovery procedures.
• Identify recurring incidents and opportunities for automation, monitoring improvements, and operational efficiencies.
• Ensure production systems meet required standards for reliability, availability, auditability, scalability, security, and operational supportability.
• Participate in on-call and after-hours production support as required for critical incidents, releases, and scheduled maintenance.
• Support service management processes including Incident Management, Problem Management, Change Management, Knowledge Management, and Service Request Management.
• Track production support metrics and contribute to service improvement initiatives focused on incident reduction, system stability, and SLA performance.
• Perform other responsibilities as requested by the Manager or Team Lead.

Knowledge Skills & Abilities

• Strong hands-on knowledge of platforms with extensive production support and troubleshooting experience.
• Strong understanding of Apex, Lightning, Visualforce, SOQL/SOSL, Salesforce Flows, validation rules, triggers, workflows, and platform configuration.
• Experience supporting applications integrated with relational database management systems and enterprise applications.
• Experience with mass data handling and integration tools such as Informatica, MuleSoft, Data Loader, or similar technologies is preferred.
• Strong understanding of production support processes including Incident Management, Problem Management, Change Management, and Root Cause Analysis.
• Familiarity with ITIL-based service management processes is highly desirable.
• Experience working with ITSM platforms such as ServiceNow or similar tools is preferred.
• Ability to troubleshoot complex issues across multiple systems and identify dependencies between upstream/downstream applications.
• Strong analytical and problem-solving skills with the ability to quickly diagnose critical production issues.
• Ability to prioritize multiple production incidents and service requests in a high-volume support environment.
• Strong verbal and written communication skills, including the ability to communicate technical issues clearly to technical and non-technical stakeholders.
• Demonstrated ability to work independently as well as collaboratively across application, infrastructure, vendor, and business teams.
• Ability to identify recurring operational problems and recommend automation or permanent corrective solutions.
• Strong focus on service reliability, customer experience, and continuous improvement.

Required Qualifications.

• 5+ years experience, with significant experience supporting enterprise applications .
• 3+ years of hands-on Salesforce experience in a production support, administration, or development capacity .
• Demonstrated experience providing Level 2/Level 3 support for business-critical applications.
• Strong understanding of integration patterns including SOAP/REST web services, APIs, batch processes, middleware, and connectors.
• Strong understanding of security concepts including authentication, authorization, SSO, OAuth, SSL, certificates, and access controls.
• Experience participating in Major Incident Management, Root Cause Analysis, Problem Management, and Change Management.
• Experience working within SLA-driven production support environments.
• Experience supporting production deployments, release validation, and post-implementation activities.
• Experience working in Agile and/or DevOps environments.
• Proven ability to manage multiple priorities and resolve critical production issues within established timelines.
• Experience working in an on-call production support model is preferred.

Education

Bachelor’s Degree, or equivalent, in Information Systems, Computer Science, Computer Information Systems, Engineering, or a related discipline

Certifications:

• Salesforce Certified Administrator
• Experience working in environments with formal SLA, availability, incident, and problem management obligations.

NTT DATA provides a reasonable range of compensation for Canada-based positions. The starting pay range for this remote role is $84,216.00 to $134,216.00 This range reflects the minimum and maximum target compensation for the position across all Canada locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered is temporary, the position will not be eligible for incentive compensation. This position is eligible for the Company’s comprehensive benefits program in Canada, including customizable health and dental coverage with telemedicine, wellness credits, and gym discounts. Employees receive income protection through life, disability, and optional insurance plans, plus access to a 24/7 Employee Assistance Program. Additional perks include retirement savings, a remote work allowance for eligible employees, and various discounts and travel insurance. 

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About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, 

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