IT Product Support Specialist providing Level 2 support for Marsh, a global risk, reinsurance, capital, and management consulting firm. Managing application incidents, databases, APIs, monitoring, and technical resolutions in a hybrid Canadian role.
Responsibilities
Provide Level 2 application support
Maintain professional relationships with online business teams and relevant stakeholders
Triage and clarify incident and service-request tickets
Coordinate with offshore and onshore reporters, stakeholders, and IT teams
Identify and implement technical solutions for functionality, sign-on, security-access, reporting, and upgrade issues
Monitor application and server health, logs, and alerts
Raise and escalate support tickets and validate fixes through stakeholder testing
Perform root-cause analysis for high-priority incidents
Prepare incident reports and communicate findings and next steps
Provide timely updates on tickets, deployments, outages, and change activities
Develop client communications for rollouts, downtime, new functionality, training, and documentation
Follow implementation, support, SDLC, and change-management processes
Contribute to process, application, and project improvements
Produce service-management summary reports
Participate in meetings, on-call, and off-hours support, including weekends
Work a flexible schedule for off-hours conference calls
Requirements
Degree in Computer Science or Information Technology
Hands-on support and development experience with one or more of the MEAN stack, PostgreSQL, MS SQL Server, REST/JSON/GraphQL APIs, Postman/Bruno, and GitHub
Python scripting knowledge
Practical experience with Docker and/or Kubernetes
Experience supporting multi-tier Internet/Intranet applications using common design patterns
Strong understanding of HTTP methods, REST, JSON, SOAP, and GraphQL API principles
Familiarity with Apigee and AWS API Gateway
Experience with ITSM and monitoring tools such as ServiceNow, JIRA, Datadog, or Splunk
Minimum one year of AI monitoring experience with Datadog or LangSmith
Basic understanding of traditional AI models and LLMs, including model lifecycle, bias/accuracy, and model drift
Knowledge of prompt engineering
ITIL certification is an advantage
Experience working in offshore–onsite delivery teams is an advantage
Excellent and effective English communication skills
Strong debugging, troubleshooting, analytical, and design capabilities
Strong organizational and time-management skills
Ability to meet deadlines
Availability for meetings, on-call, and off-hours support, including weekends
Ability to work a flexible schedule to accommodate off-hours conference calls
Benefits
Professional development opportunities
Interesting work and supportive leaders
Vibrant and inclusive culture
Career opportunities
Health and welfare benefits
Tuition assistance
Retirement programs
Employee assistance programs
Flexible remote work and office collaboration under Marsh’s hybrid-work model
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