Montreal [Hybrid] application Support Analyst

Montreal [Hybrid] Application Support Analyst About the Company As the founding entity of RAINBOW PARTNERS, Quanteam is a consulting firm specializing in Banking, Finance, and Financial Services. Guided by our core values of closeness, teamwork, diversity, and excellence, our team of 1,000 expert consultants, representing 35 different nationalities, collaborates across 10 international offices: Paris, Lyon, New York, Montreal, London, Brussels, Geneva, Lisbon, Porto and Casablanca. Role Overview The team is responsible and accountable for the daily support and health of the IT production environment, including request, incident, and problem management for the department. The teams provide solutions to technical issues in a short time frame and act as a technical point of contact for all application-related issues. They troubleshoot issues by meticulous analysis of database objects and respective servers, look for consistent improvements, and communicate the impact and resolution to the requestor. The candidate will serve on a team that acts as the first point-of-contact (Level 1 and 2): the role will receive, record, understand issues, fix known issues, suggest improvements, route unknown issues to Level 3 support staff, and then communicate the resolution to the requestor. The teams extensively work with automating SQL and Linux scripting to display continuous improvement and work towards stabilizing the applications’ health, assisting the user community in resolving technical issues. Technical Stack UNIX | SQL | TOMCAT | ORACLE | PLSQL | SHELL | AUTOSYS Key Responsibilities Monitoring and supporting the day-to-day activities Adherence to documented procedural standards Fully responsible for key activities within the agreed SLA and ITIL process Escalate issues that cannot be resolved, in a timely manner Have a strong customer focus to provide a professional support service to clients Flexible approach to working hours to meet the demands of the team, willing to work in different days Assist with the streamlining of the support area by suggesting where procedures can be improved without introducing risk Maintain knowledge base and share experience with support team members Use business and application knowledge to investigate issues raised and assist in the production of incident reports, which form part of the shift handover Ensure issues are identified, tracked, reported on and resolved in a timely manner Perform Level 1 support and complex analysis of reported issues, and evaluate alternative business solutions and workarounds to minimize impacts Understand database concepts and provide extractions to users whenever required Participate in the night support of the application and undertake the appropriate actions—both functional and technical Closely follow up all alerts and monitoring dashboards Ensure excellent communication, reporting and escalation as and when needed Required Qualifications and Skills Knowledge of ITIL and Incident Management Bachelor’s degree required; IT/Computer Science Engineering 5+ years financial industry experience (application production support) Prior business analysis experience in an application support environment Experience with PL/SQL developer, Sybase ASE, Sybase IQ, UNIX (shell scripting, ability to analyse existing scripts) Familiarity with Autosys Overall general IT knowledge is a must Must have worked on collecting metrics & analysing the request/tickets Measure and identify areas for improving quality and overall delivery Languages English: must have Seniority Level Mid‑Senior level Employment Type Full‑time Job Function IT Services and IT Consulting Referrals increase your chances of interviewing at QUANTEAM - North America (RAINBOW PARTNERS Group) by 2x #J-18808-Ljbffr