[Hiring] Senior Production Support Engineer @NTT DATA Services

Role Description

We are currently seeking a Senior Production Support Engineer/Salesforce Admin - Remote Canada Position to join our team in Toronto, Ontario (CA-ON), Canada. Reporting to the IT Team Lead, the Senior Production Support Engineer will be a key member of the Platform Production Support team, responsible for ensuring the stability, availability, performance, and reliability of business-critical applications and integrations.

This role will provide Level 2 / Level 3 production support, troubleshoot complex application and integration issues, perform root cause analysis, coordinate incident resolution, and implement preventive and corrective actions. The position requires strong hands-on technical expertise along with a solid understanding of production support processes, incident management, change management, monitoring, and operational excellence.

The Senior Production Support Engineer will work closely with application development teams, infrastructure teams, integration teams, business stakeholders, and third-party vendors to maintain reliable services and ensure production issues are resolved within agreed service levels.

Primary Duties and Responsibilities

• Provide Level 2 / Level 3 production support for Applications including Salesforce applications, integrations, interfaces, batch processes, and associated services.
• Monitor production environments and proactively identify application, integration, performance, and data-related issues.
• Troubleshoot and resolve production incidents involving Apex, Lightning components, Visualforce, workflows, flows, validation rules, integrations, APIs, security, and data.
• Perform detailed incident analysis and drive timely restoration of services in accordance with defined SLAs.
• Participate in Major Incident Management and collaborate with cross-functional teams during high-priority production incidents.
• Perform Root Cause Analysis (RCA) for recurring and high-impact incidents and identify corrective and preventive actions.
• Analyze application logs, debug logs, integration failures, API errors, batch failures, and system exceptions to determine root causes.
• Support integrations with third-party applications using REST/SOAP APIs, middleware, batch interfaces, and other integration mechanisms.
• Monitor scheduled jobs, batch Apex processes, integration jobs, queues, and other critical production processes.
• Perform controlled production fixes and minor code/configuration changes where required to restore or improve service.
• Work with development teams to coordinate permanent fixes for defects identified through production incidents.
• Participate in release validation, deployment support, smoke testing, and post-production implementation verification.
• Support change management activities and ensure production changes follow established governance and approval processes.
• Maintain and enhance operational documentation including Standard Operating Procedures (SOPs), Knowledge Articles, troubleshooting guides, support playbooks, and recovery procedures.
• Identify recurring incidents and opportunities for automation, monitoring improvements, and operational efficiencies.
• Ensure production systems meet required standards for reliability, availability, auditability, scalability, security, and operational supportability.
• Participate in on-call and after-hours production support as required for critical incidents, releases, and scheduled maintenance.
• Support service management processes including Incident Management, Problem Management, Change Management, Knowledge Management, and Service Request Management.
• Track production support metrics and contribute to service improvement initiatives focused on incident reduction, system stability, and SLA performance.
• Perform other responsibilities as requested by the Manager or Team Lead.

Qualifications

• Strong hands-on knowledge of platforms with extensive production support and troubleshooting experience.
• Strong understanding of Apex, Lightning, Visualforce, SOQL/SOSL, Salesforce Flows, validation rules, triggers, workflows, and platform configuration.
• Experience supporting applications integrated with relational database management systems and enterprise applications.
• Experience with mass data handling and integration tools such as Informatica, MuleSoft, Data Loader, or similar technologies is preferred.
• Strong understanding of production support processes including Incident Management, Problem Management, Change Management, and Root Cause Analysis.
• Familiarity with ITIL-based service management processes is highly desirable.
• Experience working with ITSM platforms such as ServiceNow or similar tools is preferred.
• Ability to troubleshoot complex issues across multiple systems and identify dependencies between upstream/downstream applications.
• Strong analytical and problem-solving skills with the ability to quickly diagnose critical production issues.
• Ability to prioritize multiple production incidents and service requests in a high-volume support environment.
• Strong verbal and written communication skills, including the ability to communicate technical issues clearly to technical and non-technical stakeholders.
• Demonstrated ability to work independently as well as collaboratively across application, infrastructure, vendor, and business teams.
• Ability to identify recurring operational problems and recommend automation or permanent corrective solutions.
• Strong focus on service reliability, customer experience, and continuous improvement.

Requirements

• 5+ years experience, with significant experience supporting enterprise applications.
• 3+ years of hands-on Salesforce experience in a production support, administration, or development capacity.
• Demonstrated experience providing Level 2/Level 3 support for business-critical applications.
• Strong understanding of integration patterns including SOAP/REST web services, APIs, batch processes, middleware, and connectors.
• Strong understanding of security concepts including authentication, authorization, SSO, OAuth, SSL, certificates, and access controls.
• Experience participating in Major Incident Management, Root Cause Analysis, Problem Management, and Change Management.
• Experience working within SLA-driven production support environments.
• Experience supporting production deployments, release validation, and post-implementation activities.
• Experience working in Agile and/or DevOps environments.
• Proven ability to manage multiple priorities and resolve critical production issues within established timelines.
• Experience working in an on-call production support model is preferred.

Education

• Bachelor’s Degree, or equivalent, in Information Systems, Computer Science, Computer Information Systems, Engineering, or a related discipline.

Certifications

• Salesforce Certified Administrator.

Benefits

• Customizable health and dental coverage with telemedicine.
• Wellness credits and gym discounts.
• Income protection through life, disability, and optional insurance plans.
• Access to a 24/7 Employee Assistance Program.
• Retirement savings.
• Remote work allowance for eligible employees.
• Various discounts and travel insurance.