This role is hybrid and 4days/week in Toronto downtown office.
The Level 3 Application Support Analyst provides senior level production support for mission critical faster payment and bill payment platforms. This role leads complex incident resolution, performs root cause analysis, and works closely with business, engineering, infrastructure, database, network, Firewall and vendor teams to maintain application stability, resiliency, and regulatory compliance
Your future duties and responsibilities
. Provide technical support for applications supporting faster payments and SaaS based platforms.
. Support high volume payment operations with an emphasis on accuracy, timeliness, and risk controls.
. Investigate payment failures and exceptions, and coordinate remediation with internal and external partners.
. Provide clear updates to business stakeholders on incident impact, status, and recovery actions.
Incident, Problem & Risk Management
. Act as the L3 escalation point for high severity production incidents.
. Troubleshoot production issues for Java applications, including applications that integrate with MQ and Kafka.
. Lead root cause analysis and document corrective and preventive actions.
. Support incident bridges and deliver concise updates during major outages.
. Identify recurring issues and recommend sustainable fixes and process improvements.
Technical Support, Platform Support & Development
. Work with vendors and internal IT infrastructure teams on technology currency upgrades.
. Perform scheduled support activities, including disaster recovery testing, user attestations, and control remediation.
. Partner with vendors, infrastructure teams, and business stakeholders to remediate audit findings and vulnerabilities in alignment with TD security controls and standards.
. Support business and operations teams during UAT for vendor and TD internal production releases.
. Coordinate digital certificate renewals across all environments.
. Document data flows, process flows, network and infrastructure diagrams.
. Analyze issues across Oracle databases to validate transactions and support incident resolution.
Monitoring & Observability
. Provide high quality application and user support to help ensure global IT systems remain available, reliable, and performant.
. Use Dynatrace and Splunk for monitoring, log analysis, and incident investigation.
. Review trends and alerts proactively to identify issues before they affect production.
. Partner with engineering teams to strengthen monitoring, logging, and alerting capabilities.
Collaboration & Continuous Improvement
. Collaborate with development, infrastructure, database, network, security, and vendor teams to resolve complex issues.
. Provide knowledge transfer and guidance to L1 and L2 support teams.
. Maintain runbooks, procedures, and support documentation.
. Participate in post incident reviews and continuous improvement initiatives.
Required qualifications to be successful in this role
Must Have skills:
. Experience in payment operations, risk management, exception handling, and production support.
. Understanding of authentication tokens and certificate based authentication.
. Strong knowledge of Spring Boot microservices and REST APIs, with hands on experience supporting production issues, deployments, and service reliability.
. Working knowledge of Oracle databases for query execution, validation, and issue investigation.
. Experience using Copilot and AI enabled tools to improve support analysis, documentation, automation, and operational efficiency.
. Proficiency in T SQL development and debugging.
. Programming experience in Java or comparable languages.
. Experience using Dynatrace and Splunk for monitoring and incident analysis.
. Strong analytical and troubleshooting skills in high pressure production environments.
. Strong written and verbal communication skills.
Preferred Qualifications
. Knowledge of payments, APIs, SaaS based applications, and high volume payment systems.
. Experience working in financial services or other regulated environments.
. Familiarity with ITIL incident, problem, and change management practices.
. Experience supporting mission critical, high availability systems.
Off days: Sun and Monday
12am-8am: Sunday (Average once a month)
3-11am: Tuesday-Saturday
- CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $80,000–$130,000. This role is an existing vacancy.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.
That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.
Come join our team—one of the largest IT and business consulting services firms in the world.
