Application Production Support Specialist
2 weeks ago
Role: Application Production Support Specialist
Location: Montreal (3-day attendance/Day 1 onboarding at the office)
Duration: Contract
Position Description
The candidate needs to:
- Ability to thrive in a fast-paced environment and manage working under pressure
- Understand the overall business flow, supported application systems, and its interface with clients
- Investigate issues (by going through logs/code/database)
- Incident management for application issues
- Act as an escalation point for clients (often managing demanding clients)
- Escalate problems to level 3 (core development and engineering) groups
- Be flexible to provide weekend on-call rotation (every 6 weeks)
- Work closely with Application Development to ensure that the support team has excellent knowledge of the application
- Own and maintain support knowledgebase and documents
- Document knowledge articles and related support pages
- Liaise with external parties to resolve issues (markets, data providers, etc.)
- Effectively communicate across internal/external groups and business clients
- 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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