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About the Role

The Application Support Analyst will be responsible for the stability, performance, and supportability of business-critical applications within the Enterprise Operations Centre (EOC). This role serves as the technical escalation point within the support model, leading complex incident resolution to ensure applications operate reliably in production with minimal service disruption.

Responsibilities

• Provide Level 2 (L2) technical and functional support for enterprise applications, managing complex incidents in alignment with service level targets.
• Serve as the escalation point within L2 support, owning complex and high-impact issues requiring deep technical analysis.
• Lead troubleshooting through log analysis, system diagnostics, and code-level investigation to identify root causes and restore service.
• Drive root cause analysis for major incidents, implementing permanent fixes, and coordinating with engineering or vendors to address underlying defects.
• Monitor application health and performance using observability tools, including alert tuning, dashboard development, and metric analysis to proactively identify and mitigate risks.
• Enhance monitoring effectiveness by refining alerts, reducing false positives, and improving actionable insights.
• Support application deployments, patching, and maintenance, maintaining stability, security, and operational readiness.
• Lead integration support activities, including API configurations, system connectivity, and validation of data flows across platforms.
• Collaborate with development, infrastructure, and vendor teams to address cross-system issues and improve end-to-end service reliability.
• Contribute to team capability through technical guidance and knowledge sharing.
• Drive efficiency and resilience via automation and process improvements.
• Support application upgrades and platform initiatives to ensure operational readiness and supportability.

Requirements

• College diploma or bachelor’s degree in computer science, computer engineering, or equivalent combination of education and experience.
• A minimum of three (3) years of experience in application support within complex enterprise environments, including both cloud and on-premises systems.
• Solid hands-on experience supporting modern enterprise platforms, including Microsoft Fabric, Salesforce, and ServiceNow.
• Strong experience supporting Microsoft Azure environments, including Windows-based systems and services.
• Solid experience supporting Linux-based systems and hybrid infrastructure environments.
• Proven experience with monitoring and observability platforms (e.g., Zabbix, New Relic), including alert tuning, dashboard creation, and performance metrics analysis.
• Experience with scripting or programming languages (e.g., Python, PowerShell, SQL) to support automation, diagnostics, and operational efficiency.
• Experience working in an ITIL based environment (Incident Management, Service Request Management, Escalation Management, SLA Adherence).
• Demonstrated ability to quickly learn, adapt, and apply new technologies, tools, and application platforms in a dynamic enterprise environment.
• Experience in AI-enabled operations tools (e.g., AIOps, predictive monitoring, intelligent alerting, or chat-based support) considered a strong asset.

Skills

• Microsoft Fabric
• Salesforce
• ServiceNow
• Microsoft Azure
• Windows-based systems
• Linux-based systems
• Zabbix
• New Relic
• Python
• PowerShell
• SQL
• ITIL
• AIOps
• Predictive monitoring
• Intelligent alerting
• Chat-based support

Location

• Remote

Work Type

• Full-time

Experience Level

• 3+ years

Education Level

• College diploma or bachelor’s degree in computer science, computer engineering, or equivalent combination of education and experience

Salary/Compensations

• $73,200 - $86,100

Benefits

• Opportunities to learn and master skills
• Comprehensive & Holistic Care (Total Rewards program)
• Flexible work arrangements
• Comprehensive benefits
• Wellness incentives
• Defined benefit pension plan
• A lively environment where creativity and open communication thrive

About the Company

• At CAAT, we’re passionate about what we do and foster a cultural spark in everything we do.
• We are one of the fastest-growing pensions in the country, challenging the status quo and making a real impact.
• We are driven by core values and a shared purpose to provide better retirement security.
• We are known for our can-do culture where everyone plays a role in bringing our vision to life.
• We believe innovation, passion, and purpose are ingredients for a great work environment.
• We are committed to attracting and keeping great talent, offering competitive compensation, exceptional benefits, and an environment where people can grow and thrive.
• We are consistently recognized as one of ‘Canada’s Most Admired Corporate Cultures’, one of ‘Greater Toronto’s Top Employers’, and one of the ‘Best Places to Work’.
• Our work provides Canadians the opportunity for better retirement security and organizations the chance to do more.
• Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.

Equal Opportunity

• No artificial intelligence tools are used to screen, assess, or select applicants for this position.
• Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms.
• All hiring decisions are made by human reviewers.
• DEIB at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture.
• CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code.
• Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested.
• Should any applicant require accommodation through the application processes, please contact us at hr@caatpension.ca or call Human Resources at 416-673-9000 for assistance.