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Application Production Support Specialist

2 months ago

Montreal, Canada LanceSoft Full time

Role: Application Production Support Specialist

Location: Montreal (3-day attendance/Day 1 onboarding at the office)

Duration: Contract

Position Description

The candidate needs to:

  1. Ability to thrive in a fast-paced environment and manage working under pressure
  2. Understand the overall business flow, supported application systems, and its interface with clients
  3. Investigate issues (by going through logs/code/database)
  4. Incident management for application issues
  5. Act as an escalation point for clients (often managing demanding clients)
  6. Escalate problems to level 3 (core development and engineering) groups
  7. Be flexible to provide weekend on-call rotation (every 6 weeks)
  8. Work closely with Application Development to ensure that the support team has excellent knowledge of the application
  9. Own and maintain support knowledgebase and documents
  10. Document knowledge articles and related support pages
  11. Liaise with external parties to resolve issues (markets, data providers, etc.)
  12. Effectively communicate across internal/external groups and business clients
  13. Drive follow-up on issues and provide updates

Skills Required:

  • Bachelor in Computer Engineering, Computer Science, or related technology field
  • Minimum 5 years of experience in a similar role
  • Professional ownership of incidents and end-user requests
  • Developing and documenting support processes
  • Experience in a fast-paced, dynamic enterprise infrastructure
  • Production management experience; ITIL training
  • Strong analytical and debugging skills
  • Strong understanding of SQL, DB2, and Sybase databases
  • Familiarity with Python, Perl, and/or Java; Linux and UNIX skills
  • Strong communication skills are essential, and must be able to switch between technical terminology and business language easily
  • Have a can-do attitude with a strong sense of ownership, follow-through, and delivery
  • Team player, highly motivated

Skills Desired:

  • KDB
  • Knowledge of the financial industry
  • Previous experience supporting reference data and middleware architecture
  • DevOps/SRE Knowledge; Cloud AWS
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