Cloud Support Analyst
3 weeks ago
What is the opportunity?
Reporting to the Senior Manager , Cloud Support Americas , the C loud Support Analyst . You will communicate and collaborate on service requests/incidents raised by/for our customers. You will learn and understand how our SaaS services are delivered on the cloud and learn and understand our product from a functional and integration perspective. You will be customer facing and part of a collaborative cross-functional team delivering value to the customer. The role requires a high degree of proactivity while working with our customers. Process adherence, on-time responses, follow-up, and collaborative communication is required to be successful in this role.
Location: Toronto , Ottawa, Vancouver
What will you do?
- Support and align efforts to meet customer needs as a part of software application support.
- Work with Senior team members to learn, review and assess product capabilities & their integrations.
- Get to the root cause of problems of various levels of complexity ranging over multiple systems.
- Identify repeatable problems and work with the Systems team to propose ways to automate them.
- Prioritize issue resolution according to the impact on the business, delegate support work.
- Facilitate issue resolution also when requiring cross-functional alignment.
- Provide technical solutions and liaise with the product development team during critical production outages
- Manage the remediation tasks following critical outages, to avoid repeat failures
- Understand and be equipped to perform an application deployment in a manual mode.
- Perform acceptance verification on software being deployed into a customer SaaS environment.
- Create and review change management documentation and execute change management procedures.
- Create and review operational run books and help develop product and customer knowledge base.
- Collate and review data required to support compliance and governance processes.
- Prepare, participate, and present in status, governance meetings with customers.
- Adhere to support process defined for customer services.
What do Ineed to succeed?
Must have:
- Bachelor’s degree in Computer Science, Engineering, or equivalent experience.
- 3 years of experience working in providing application support or software development or software QA
- Strong experiencein databases and able to leverage your strong SQL skills as part of your investigation techniques for issue resolution and fixes.
- Familiarity/experience with:
- process methodologies used in software industry
- ticketing tools such as Zendesk, ServiceNow or Jira.
- Strong, clear, and concise written and verbal communication skills with ability to communicate effectively at all levels of the organization.
- Detailed oriented and excellent problem-solving skills with ability to conceptualize and articulate new approaches and solutions.
Nice to have:
- Certification in Azure
- Familiar with products used by financial institutions in a similar space.
- Knowledge in Java or any other programming languages.
- Experience inautomation of repeatable processes.
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