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Job DescriptionJob Title: Senior Production Support Engineer – IBM MDM / RDMLocation: TorontoExperience: 6–8 yearsIndustry: Banking / Financial ServicesJob Summary:We are seeking a Senior Production Support Engineer to manage, monitor, and maintain enterprise applications including IBM MDM, RDM, IBPM EPM and associated databases. The role involves L3 support, incident management, troubleshooting, and process automation, working with cross-functional teams and ITSM tools like ServiceNow.Key Responsibilities:Provide production support for enterprise applications including IBM MDM, IBM RDM, IBPM EPM.Monitor, troubleshoot, and resolve application issues, database errors, and batch job failures.Perform L3 support for DB2 and Netezza databases, including query optimization and data validation.Automate tasks and processes using Unix Shell scripting.Manage batch scheduling and job automation using ESP / Autosys.Handle incident, problem, and change management through ServiceNow ITSM.Track and manage defects and tasks in JIRA.Support integration and testing using SOAP UI.Collaborate with cross-functional teams to ensure high system availability and reliability.Document support procedures, workflows, and resolutions for internal knowledge sharing.Required Skills & Qualifications:6–8 years of experience in production/application support for enterprise IT systems.Hands-on experience with IBM MDM, IBM RDM, and IBPM EPM.Strong experience in DB2 and Netezza databases.Proficiency in Unix Shell scripting and text-processing tools.Hands-on experience with ServiceNow ITSM for incident, problem, and change management.Familiarity with JIRA for task tracking and issue management.Experience with job scheduling tools like ESP or Autosys.Knowledge of SOAP UI for API testing and integration support.Strong analytical, troubleshooting, and problem-solving skills.Excellent communication and team collaboration skills.Preferred / Optional Skills:Exposure to automation or monitoring tools for production support.Familiarity with banking/financial services applications.Experience in performance tuning and optimization of database-driven applications.Core Competencies:Strong problem-solving and troubleshooting skillsAbility to work independently and under pressureAttention to detail and accuracy in support tasksEffective collaboration with IT and business teamsRequirementsExperience (Years): 4-6 Essential Skills: • Work with project teams throughout the organization to design, implement, and manage CDN infrastructure using Akamai, to ensure high availability, performance, and scalability for customer facing applications and business processes. • Handle multiple priorities and assignments with excellence and precision. • Be a part of a 24/7/365 organization (some after hours support is expected as part of normal on-call rotation). • Directly support line of business development teams, provide guidance to them on implementation and changes for customer facing applications • Develop and maintain security protocols and measures to protect CDN infrastructure from cyber threats. • Monitor and analyze network performance, identifying and resolving issues to optimize content delivery of critical applications. • Collaborate with cross-functional teams to integrate Akamai CDN solutions with existing systems and applications. • Collaborate with information security teams to implement DDoS protection strategies and other security measures in the CDN. • Provide technical support and guidance to clients and internal teams regarding CDN and security best practices. • Work closely with vendor and professional service teams on delivery related activities and strategy. Qualifications: • Bachelor’s degree in Computer Science, Information Technology, or a related field. OR similar work experience. • Strong understanding of network protocols (HTTP/HTTPS, DNS, TCP/IP). • Proven experience as a CDN Engineer or similar role, with a strong focus on cybersecurity. • In-depth knowledge of Content Delivery Network technologies, including caching, load balancing, and content optimization. • Excellent problem-solving skills and attention to detail. • Strong communication and teamwork abilities. • Experience supporting 24/7/365 customer facing applications at enterprise scale. • Awareness and experience with cybersecurity tools and practices, such as firewalls, intrusion detection/prevention systems, and encryption. • Proficiency in scripting and automation (e.g., Python, Bash) a plus. • Relevant certifications (e.g., CISSP, CEH) are a plus but not required.
