Production Support Analyst

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Job ID : 6494
Category : Technology Solutions
Brand : Definity
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Kitchener, Canada

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Definity includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. With strong roots that date back to 1871, we’ve grown to become a digital leader in the insurance industry. We’re proud to help our clients and communities adapt and thrive in a world of constant change.

Our promise to you: It’s better here. Why? Because we CARE, and we provide an employee experience that’s collaborative, ambitious, rewarding, and empowering.

Our ambition is to be one of Canada’s leading and most innovative P&C insurers. Come be a part of our journey, and love what you do.

Definity offers a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Leaders partner with their teams to find the right balance of on-site and remote work that best meets the needs of their teams, colleagues, brokers and customers, while ensuring collaboration, teamwork and accountability for goals.


This role is for a Specialist on production support team. The role is primarily focused on triage and troubleshooting issues related to front end stack deployed for our customer facing lines. 

What you’ll be doing 

  • Triage issues related to applications written and deployed on mobile platform IOS and Android. 

  • Triage and troubleshoot issues on front end technology stack written on Angular, HTML5, Ruby on rail, Mobile App(Swift and Kotlin), BFF (Typescript / NestJS) 

  • Drive correlation between front end failures and backend transaction 

  • Investigation on cloud, on premise, and hybrid-based application stack across the enterprise  

  • Incident ownership - investigate and assess the magnitude and implications of system-related production issues quickly and effectively, and resolve and present the best approach to resolution 

  • Provide 2nd level assistance for all business-critical applications in the enterprise by utilizing the comprehension of key business services (Underwriting, Claims, Billing, Corporate). 

  • Resolve any issues associated with an external broker and customer-facing systems and internal IT to determine the best approach to a resolution, and provide recommendations to management 

  • Work to ensure existing production issues/problems are minimized or eliminated through creative problem solving, automation and a solid concept of products, technology and people 

  • Quarterback escalations (P1/P2) with a focus to ensure the escalation process is adhered to. You’ll act as a liaison for dialogue between the varying business units, IT support personnel and core liaison for external vendors and Economical 

  • Analyze application logs, and infrastructure during live incidents 

  • Work with developers and QE to come up with creative ways of automating manual monitoring and any other manual processes 

  • Ensure service levels are met in providing assistance, including accepting ownership of the incident from identification to closure or reassigning code defects to the appropriate team for handling 

  • Monitor services and perform trend analysis to take proactive steps to action unnecessary customer impacts and escalate as appropriate 

  • You’ll take ownership for reviewing complex errors, consulting and delegating work to the operations team for handling or in extreme situations, direct handling 

  • Responsibilities will require being “on call” and may require evening and weekend work in response to the needs of the systems being assisted. 

What you bring to the role 

  • 4+ years combination of application production support and application triage expertise  

  • Degree in Computer Science preferred or an equivalent combination of education and work experience 

  • knowledge to support front end and mobile related tech 

  • Knowledge of Digital Technologies & Tools:  Angular, Ruby on rails, HTML5, jQuery, Node, Apache 

  • Ability to troubleshoot issues related to Swift and Kotlin, Typescript / NestJS(Express/NodeJS) 

  • Experience with AppDynamics, ServiceNow, JIRA, Confluence, and Jenkins is a plus 

  • knowledge related to Digital, Guidewire and integration products and Service Now ITSM modules (incident, problem and change). Certifications and education include: ITIL V3 Foundation, Guidewire, GIE and IIC will be added advantage 

  • An in-depth comprehension of IT Service Management, Technical assistance and troubleshooting, in an Enterprise scale environment 

  • Excellent communication skills, client-focused and results-oriented 

  • Knowledge of Kubernetes, Cloud Platform technologies AWS/GCP is desired 

  • Excellent analytical and problem-solving skills 

  • Ability to work and manage in a fast-paced environment under tight deadlines 

  • Exceptional take-charge attitude with a strong sense of urgency 

  • Open to work on On-call roster 

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Go ahead and expect a lot — you deserve it, and we’ve got it: 

  • Hybrid work schedule for most roles
  • Company share ownership program
  • Pension and savings programs, with company-matched RRSP contributions
  • Paid volunteer days and company matching on charitable donations
  • Educational resources, tuition assistance, and paid time off to study for exams
  • Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
  • Wellness and recognition programs
  • Discounts on products and services

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: [email protected]

Background checks
This role requires successful clearance of a background check (including criminal checks and leadership references).


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