Job SummaryJob Title: Technical Production Support Lead Location: Markham, ONHybrid / Onsite (as applicable)
Years of Experience: 8 to 10 Years
Job Summary: Role Overview Technical Production Support expert to lead the AMS tower across distributed support teams covering .NET, Java, SaaS platforms, COBOL, DB2, CICS, SUPRA, VSAM, mainframe, and AS/400 technologies. Responsible for service stability, SLA adherence, incident/problem management, stakeholder governance, and continuous improvement.
Key Responsibilities - Lead end to end AMS delivery across modern, SaaS, mainframe, and AS/400 application support teams.
- Manage incident, problem, change, service request, and escalation processes to ensure timely resolution and business continuity.
- Track SLAs, KPIs, ticket trends, backlog, MTTR, recurring issues, and service availability.
Coordinate with onsite, offshore, client, vendor, and internal teams for effective support coverage. - Drive governance reviews, operational reporting, RCA, corrective actions, and continuous service improvement.
- Oversee resource planning, shift coverage, knowledge management, transition, and stabilization activities.
Required Skills and Experience - Experience in AMS, application support
- Experience managing distributed onsite offshore or multi location support teams.
- Strong understanding of ITIL based incident, problem, change, release, and service level management.
- Working knowledge of .NET, Java, SaaS applications, COBOL, DB2, CICS, SUPRA, VSAM, mainframe, and AS/400 platforms.
- Experience with production escalations, bridge calls, RCA preparation, dashboards, and ITSM tools such as ServiceNow, Jira, Azure DevOps, or Remedy.
- Strong stakeholder management, communication, planning, prioritization, and reporting skills.
Preferred Qualifications - Bachelor degree in Computer Science, IT, Engineering, or related discipline.
ITIL certification preferred; PMP, CSM, or equivalent certification is an advantage. - Experience in insurance, banking, financial services, or regulated enterprise environments preferred.
- Exposure to automation, monitoring, observability, modernization, or service improvement initiatives is a plus.
Salary: Full-time: The Salary range for this role is CAD 90k - CAD 110 k per annum including any bonuses or variable pay. Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). Ask our recruiters for more details on our Benefits package. The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate
"AI tools may assist in the recruitment process; however, all hiring decisions are made by the recruitment team based on a comprehensive evaluation of candidates."
