Production Support Analyst – IBM i (AS400/iSeries) Location: Brampton, ON (Hybrid – 2 to 3 Days Onsite) Duration: 6–12 Months Contract Experience Required: 6–8 Years

Job Summary We are seeking an experienced Production Support Analyst with strong expertise in IBM i (AS400/iSeries) environments to support mission-critical billing applications and operations. The ideal candidate will have hands-on experience with RPG/RPGLE, CL programming, production support, incident management, batch processing, and root cause analysis. This role requires close collaboration with business users, application teams, infrastructure teams, and vendors to ensure high availability, operational excellence, and timely resolution of production issues.

Key Responsibilities Maintain the availability and stability of IBM i (AS400/iSeries) applications within defined SLAs. Troubleshoot and resolve production incidents, service requests, and operational issues within agreed timelines. Monitor and support batch processing, job scheduling, and job queue management activities. Coordinate with application developers, architects, infrastructure teams, and vendors to ensure seamless end-to-end production operations. Provide on-call support for critical production incidents and business-hours support for operational activities. Perform data fixes, file maintenance, and system-level debugging as required. Lead root cause analysis (RCA) activities and drive corrective and preventive actions through completion. Identify operational gaps and implement process improvements to enhance system reliability and efficiency. Monitor system performance and proactively address issues impacting application availability. Review job logs, spool files, system messages, and other operational artifacts to diagnose and resolve issues. Collaborate with business stakeholders to understand operational challenges and recommend improvements. Support automation initiatives, monitoring solutions, and batch recovery strategies.

Required Skills & Experience Technical Skills Strong experience supporting IBM i (AS400/iSeries) applications and production environments. Proficiency in: CL (Control Language) RPG RPGLE ILE RPG Hands-on experience with: Batch job processing Job scheduling Job queue management Production support operations Experience performing: Data fixes File maintenance System debugging Incident troubleshooting Strong understanding of: Job logs Spool files System messages Manual operational processes Experience with automation scripting, monitoring tools, and recovery procedures. Knowledge of incident management and service request processes.

Functional Skills Strong analytical and problem-solving abilities. Experience leading Root Cause Analysis (RCA) activities. Ability to work effectively with cross-functional teams and business stakeholders. Strong communication and stakeholder management skills. Ability to work in a fast-paced production support environment.

Preferred Qualifications Experience supporting billing platforms and billing operations. Exposure to telecom industry applications and processes. Familiarity with ITIL-based support processes. Experience with monitoring and automation tools. Knowledge of IBM Connections or related IBM collaboration technologies.

Why Join? Opportunity to support large-scale enterprise billing platforms. Work within a collaborative and highly skilled support environment. Exposure to mission-critical systems and operational excellence initiatives. Hybrid work model with a strong team-oriented culture.