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Application Production Support

2 months ago

Montréal QC, Canada US Tech Solutions Full time

Duration: 12 months contractJob Description:Technical support analyst is accountable for daily support and health of the IT production environment for fund accounting applications. Such tasks include change, request, incident, and problem management for the department. Providing support for fund accounting applications requires understanding the functionality such as NAV cycle, be familiar with classic financial products and derivatives to resolve the issues. The Analyst shall serve on a team which acts as the first point-of-contact (Level 1 and 2): the role will be to receive, to record, and to understand issues, debug and fix technical issues, suggest improvements, route unknown issues to Level 3 support staff, and to then communicate the resolution to the requestor. Assist the user community to resolve technical issues. Coverage during weekend and off-hours are on an "as needed" basis. Flexible approach to working hours to meet the demands of the team. Willing to work in different day if required. Responsibilities:Ensure day-to-day quality of live applications to end-users by:Monitoring production environment.Trouble shooting technical issues raised by user and provide resolution within SLA based on the priority and impact.Develop good understanding of the existing applications (functional &technical)Diagnosing and resolving incidents within SLA.Ensure daily communication & transition with teams from other time zones.Mandatory control measures to be applied to avoid recurrent Incidents.Analysis and solving technical issues during production phases, raise problem/change requests if required, ensure the follow up of issues until the delivery of patch corrections.To assist with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk.Guarantee the escalation of problems to the adequate IT organization (internal or service providers or entities) to ensure on-time resolution; manage priorities depending on the criticality ofthe requests and production failures. Escalate issues to the managers that cannot be resolved, in a timely manner.Contribute to maintain a very stable BAU to deliver NAV(Net Asset value) on time and match with the deadlines.Provide guidance, instruction, direction to their team and help team create and maintain shared team values.Perform level 1/2 support and complex analysis of reported issues/incidents and evaluate alternative business solutions and workarounds to minimize the impacts. Ensure issues are identified, tracked and resolved in a timely manner.Closely follow up all production alerts & monitoring dashboards.confidential. Experience:Minimum 4 years financial industry experience.Knowledge of ITIL and Incident Management.Expert knowledge and experience in SQL Queries (Oracle SQL/ PL-SQL)Knowledge of Microsoft Access & Excel.Expert Knowledge & experience of working in Unix environment.Knowledge of schedulers (Autosys, Control M), DataStage WTX and file transferring(CFT/FTP/MQ) would be an advantage.Knowledge of programming language (C. C++, Java, .Net) would be an advantage.Good written and spoken EnglishMust have worked on Collecting Metrics & Analyzing the request/ticketsAble to communicate efficientlyEducation:Bachelor’s Degree.About US Tech Solutions:US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Recruiter Details:Name: AnishaEmail: anishab@ustechsolutionsinc.comInternal Reference Id: 24-17538