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About the role

  • 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
  • Performance-based incentives may be available

Job title

Job type

Full Time

Experience level

Junior

Salary

CA$70,500 - CA$112,900 per year

Degree requirement

Bachelor's Degree

Tech skills

AWSDockerGraphQLITSMKubernetesMS SQL ServerPostgresPythonSDLCServiceNowSOAPSplunkSQL

Location requirements

HybridTorontoCanada

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