Senior Application Support Analyst
Toronto, ON, CA, M5J 0B8
Company Description
At Freedom, we’re proud to be leaders in a movement that brings affordable wireless services to Canadians – we’re always on the lookout for go-getters that are committed to disrupt the status quo.
Does that sound like you? We’d love to meet you.
Short Description
Job Description
The Senior Application Support Analyst excels at identifying potential problems, leads complex troubleshooting efforts, and guides improvements across monitoring, automation, and application lifecycle management. The analyst provides advanced analysis and strategic recommendations by interpreting operational data and identifying systemic issues. The Senior Analyst partners closely with operations teams, developers, architects, and vendors to maintain secure, stable, and scalable digital platforms. They also mentor junior analysts, influence best practices, and contribute to long term technology roadmaps.
Application Monitoring & Performance Leadership
- Oversee end-to-end monitoring strategies for digital applications (web, mobile, portals, business platforms)
- Lead pro-active detection and resolution of performance issues using advanced monitoring, logging, and alerting tools
- Guide capacity planning, performance tuning, and architectural improvements
- Evaluate and recommend new monitoring technologies and methodologies
Incident, Troubleshooting & Problem Management
- Function as an escalation point for complex, high impact incidents
- Lead root cause investigations and coordinate cross functional response efforts
- Design and implement solutions to minimize business impact from incidents
- Develop and enforce best practices for incident resolution, documentation, and post incident reviews
- Identify recurring issues and drive long term remediation strategies
Operational Support
- Oversee the handling of service tickets, user requests, and application support workflows
- Lead and coordinate application releases, patches, and upgrades with development and vendor teams
- Maintain and improve documentation, knowledge articles, and runbooks
- Ensure operational readiness for new applications and major enhancements
- Create and disseminate information management and sharing strategies
Continuous Improvement & Automation
- Lead process optimization initiatives to enhance system reliability, efficiency, and scalability
- Identify and champion automation opportunities across monitoring, deployment, and support processes, leveraging AI where applicable and possible
- Conduct advanced data analysis to uncover trends and propose strategic improvements
- Produce reports on system performance, operational risks, and improvement outcomes
Compliance & Security
- Ensure digital applications meet IT security, governance, and compliance standards
- Lead audit preparation, disaster recovery planning, and resilience testing
- Maintain and validate configuration management and system documentation
- Provide guidance on secure design and operational practices
Leadership & Collaboration
- Mentor junior analysts and contribute to team capability building
- Act as a senior liaison between operations, development, architecture, and vendor teams
- Influence technology roadmaps and operational strategies
On-Call Rotation
- Participate in the 24/7 on call rotation (approx. 1 week per month) and provide leadership during critical after-hours events
Qualifications
- Expert understanding of the Software Development Lifecycle (SDLC) and ITIL/ITSM frameworks
- Advanced knowledge of cloud platforms (AWS preferred), microservices architecture, and modern application ecosystems
- Robust experience with monitoring and alerting tools (eg. Splunk, AppDynamics, AWS CloudWatch)
- Strong background in Agile methodologies (Scrum, Kanban) and CI/CD tools (Jenkins, Bitbucket, Git, AWS)
- Proficiency with Atlassian tools (Jira, Confluence) for ticketing and documentation
- Experience with headless CMSs and certificate management is an asset
- Exceptional communication, documentation, and stakeholder management skills
- Ability to lead complex troubleshooting efforts and guide cross-functional teams
- Continuous learning mindset and strong analytical capabilities
- 5–8+ years of experience in application support, software development, DevOps, or digital operations.
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Proven understanding of software development lifecycle (SDLC) and methodologies like Agile or Waterfall
- Demonstrated expertise in troubleshooting complex technical issues and leading incident response.
- Strong organizational skills with the ability to manage multiple priorities and high impact initiatives.
- Proven experience influencing operational processes and driving continuous improvement.
- Passion for innovation and continual learning
- Strong analytical and documentation skills
- Excellent written and verbal communication skills; bilingualism (English/French) is an asset.
- Ability to participate in a 24/7 on-call rotation and lead during critical operational events.
Additionnal Information
- Salary: Commensurate with qualifications and experience.
- Take advantage of a customizable health & dental benefits program and opportunities for company-matched pension (according to position).
- Promote your health with the wellness program, which focuses on physical, psychological, financial, and social health.
- Benefit from the Employee Assistance Program for you and your family, including Virtual Healthcare.
- At Freedom, we recognize your great work through a corporate line with provided service, device subsidy and discounts on Freedom products & services.
- Participate in projects that make an impact and take on challenges that will allow you to surpass yourself.
- Develop your full potential and imagine what you can become within Quebecor’s family through our various career opportunities.
- This posting is for an existing vacancy.
Check out our Activity Report for an overview of the projects to which you could contribute !
We value your uniqueness !
We are committed to creating and maintaining an accessible, equitable and inclusive workplace that reflects the diversity of the community to which we belong. We strive to provide a work environment where each individual is valued and respected for who they are and can realize their full potential. We're eager to discover all the qualities that make you unique!
We are happy to make accommodations to promote accessibility upon request. If you need an accommodation at any stage of the process, please don't hesitate to let us know when you first contact us.