Support Analyst

Job description

Position Description:

We are Canada's largest independent information technology services firm, and after 45+ years, we're still growing! Join Canada's largest IT Company as a Support Analyst, in our Financial Services Sector in Toronto.

Location - Downtown Toronto (Hybrid - 4 days office and 1 day remote)

We are looking for an experienced Support Analyst with strong expertise in ITIL practices and solid technical awareness in Java-based environments. The ideal candidate will be responsible for ensuring smooth operations, incident management, problem resolution, and service delivery across critical applications built with Java, Spring Boot, Spring Batch, and Kafka. Familiarity with MongoDB and cloud technologies (Azure, AWS) is an asset, but not mandatory.

Your future duties and responsibilities:

. Provide L3 application support for business-critical systems developed using Java and related technologies.
. Act as the first point of escalation for incidents, problems, and service requests, ensuring timely resolution and minimal business impact.
. Apply ITIL processes (Incident, Problem, Change, and Service Request management) to deliver high-quality support services.
. Monitor, troubleshoot, and resolve issues related to Spring Boot, Spring Batch, and Kafka-based systems.
. Collaborate with development, infrastructure, and business teams to drive root cause analysis and permanent fixes.
. Maintain and update knowledge base articles, standard operating procedures, and runbooks.
. Participate in on-call rotation and provide after-hours support when required.
. Contribute to continuous service improvement initiatives and automation opportunities.

Required qualifications to be successful in this role:

. 5+ years of experience in an Application Support / Production Support role.
. Strong hands-on experience applying ITIL processes in enterprise environments.
. Solid understanding of Java, Spring Boot, Spring Batch, and Kafka for incident troubleshooting.
. Experience with monitoring tools (e.g., Splunk, Dynatrace and equivalent tech..).
. Strong problem-solving and analytical skills with ability to manage complex issues under pressure.

Nice-to-Have Skills
. Exposure to MongoDB or other NoSQL databases.
. Familiarity with Azure cloud services Application servers like Tomcat/JBoss.
. Experience with automation / scripting for operational efficiency.
. Knowledge of Agile or DevOps practices.

Soft Skills
. Excellent communication and stakeholder management skills.
. Strong documentation and process-oriented mindset.
. Ability to work independently and in a team environment.
. Proactive, detail-oriented, and customer-focused attitude.

Skills:

·  Analytical Thinking
·  Applications Administration
·  IT Service Management
·  ITIL
·  Java
·  Object Oriented Programming
·  Splunk
·  Technical Analysis
·  Financial Services

What you can expect from us:

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.

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.