Req ID: 377482
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 Digital Tech Lead - Production Support - Remote to join our team in Toronto, Ontario (CA-ON), Canada (CA).
Digital Applications – Production Support Lead
We are seeking an experienced Production Support Lead to oversee the day‑to‑day operations, stability, and continuous improvement of digital applications across the organization. This role provides technical leadership, drives problem management, ensures operational excellence, and partners closely with internal teams and external vendors to maintain high‑performing, secure, and reliable production environments. The ideal candidate brings deep expertise in application support, cloud infrastructure, observability, and incident/problem management.
Responsibilities
- Lead, prioritize, and manage the workload of the Digital Application Support team.
- Own and manage the Problem Management process, ensuring timely root‑cause analysis and long‑term remediation.
- Develop, coordinate, and promote effective problem management practices across all support teams.
- Contribute to planning for application and infrastructure releases, configuration changes, and deployment readiness.
- Identify opportunities for service improvement and present recommendations to the Service Manager.
- Provide strong technical leadership across application support and production operations.
- Contribute to scalability planning for applications and infrastructure.
- Troubleshoot and resolve complex issues in collaboration with internal teams and third‑party vendors.
- Define and maintain metrics and KPIs for performance, quality, and trend analysis.
- Maintain application monitoring, performance tuning, and ongoing testing.
- Provide 3rd‑line application support for complex internally and externally developed applications.
- Support administration and maintenance of production and internal environments.
- Provide input into implementation, backup, and rollback strategies.
- Serve as a technical resource for internal and external projects.
- Ensure robust procedures and processes exist within the application support function.
- Adhere to departmental and company policies including change control, security, auditing, release, configuration, incident, and problem management.
- Maintain strong working relationships with internal teams, vendors, and hosting providers.
- Design and deliver training related to Problem Management and effective use of support tools.
- Provide expert guidance on emerging trends impacting service delivery and develop strategies to address them.
Basic Qualifications