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Tier 2 Support Analyst

3 months ago

Mississauga, Canada Symcor Full time

About Symcor

Symcor enables secure data exchanges and supporting business processes, to help clients succeed in an evolving digital world. Trusted by Canada's largest institutions for over 25 years to support their digital transformations, Symcor aligns industry participants to solve common challenges in the most effective and efficient way. Our goal is for every employee to feel valued and accepted as part of the team and connected to Symcor and our values, fostering a sense of belonging. Symcor is an equal opportunity employer and is committed to providing an accessible recruitment process. If you need accommodation for the interview process, just let us know
#youbelonghere


Support Analyst is responsible for the support of day to day operational issues and participating in maintenance activities. The analyst will assist in executing run books for maintenance activities, resolve documented incident records and act as a first point of contact for escalation calls during their shift . This role will monitor the application alerts and assign incidents as per documented instructions.

About The Role:

  • Following the Enterprise Incident Management (EIM) process, resolve moderately complex incidents related to areas of expertise to ensure Service Level Agreements and targets are met within established resolution timeframes.
  • Receive incidents from Help Desk, monitoring tools and incident queues.
  • Work closely with supporting teams from across multiple lines of businesses during maintenance activities.
  • Prioritize incidents based on severity, business impact and SLA.
  • Diagnose Incidents through review of applications logs.
  • Escalate to & collaborate with Level 3 support (development) on unresolved, new, or complex incidents or when application changes are required. Provide updates to members of Symcor’s Senior Leadership team on high profile incidents.
  • Act as first level of escalation point for high severity incidents and occasional phone calls to support desk.
  • Follow up on open tasks on Problem records.
  • Recommend process to mitigate impact of future incidents.

Experience:

  • 3+ years of related experience in large and complex information processing environments.

Skill requirements

  • Knowledge of formal problem-solving methodologies.
  • Experience in Unix and Windows based environments.
  • Hands on experience in executing maintenance activities.
  • Hands on experience in running moderately complex SQL queries.
  • Knowledge of ITIL (Information Technology Infrastructure Library).
  • Fluent in MS Office (Outlook, Excel, Word, Power Point, Sharepoint).

Shift requirements:

  • Thu -8.00 am EST to 4.00 pm EST
  • Fri - 8.00 am EST to 4.00 pm EST
  • Sat – 8.00 am EST to 4.00 pm EST
  • Sun - 8.00 am EST to 4.00 pm EST
  • Mon – 8.00 am EST to 4.00 pm EST

What’s In It For You

At Symcor, we define our success by what we help others achieve. We were created to support our clients and, through our products,services,and solutions, protect and strengthen their brands. We care about each other, reaching our potential, making a difference to our communities, and achievingsuccessthat is mutual.

  • A comprehensive Total Rewards Program that includes a competitive compensation package, flexible benefits and time away options, retirement and savings plans and a commitment to your overall health and well-being through our myWell-being program.
  • Leaders who support your development through coaching and managing opportunities.
  • Ability to make a difference and lasting impact.
  • Opportunities to do challenging work and progressively take on greater accountabilities for growth.
  • We foster an inclusive atmosphere of One Symcor with our philosophy of +1 Unique You, we harness each employee’s uniqueness, different skills, backgrounds, and perspectives to contribute to mutual success. It is the diversity of our people and the inclusive environment that has been and will always be key to Symcor’s success.

Symcor is an equal opportunity employer and is committed to providing an accessible recruitment process. Upon request, we will provide accommodation for candidates.

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