Support Analyst

2 days ago

Montreal, Canada Arobas Personnel Full time

Arobas Personnel is seeking a Support Analyst for a contract position with one of our clients located in Montreal. Remote : Hybrid- 3 days/week on site Your Responsibilities Monitor and support daily production activities. Troubleshoot technical and functional issues raised by users and provide timely resolution within SLA, based on priority and impact. Develop a strong functional and technical understanding of existing applications. Diagnose and resolve incidents within SLA. Maintain effective communication and handovers with teams across different time zones. Apply mandatory control measures to prevent recurring incidents. Contribute to maintaining a stable BAU environment to ensure timely delivery of commitments. Demonstrate flexibility in working hours to meet team requirements; willingness to work on different days if needed. Provide guidance and direction to the team, fostering shared values and collaboration. Test new functionalities. Ensure smooth global communication between APS IT and development teams. Deliver added value by implementing efficient workarounds in BAU. Analyze and resolve technical issues during production phases; raise problems or change requests when necessary and follow up until patch delivery. Suggest improvements to streamline support processes without introducing risk. Perform Level 1 and Level 2 support, conduct complex analysis of reported issues/incidents, and evaluate alternative solutions or workarounds to minimize impact. Track, report, and resolve issues promptly. Closely monitor production alerts and dashboards. Ensure clear communication, reporting, and escalation when required. Requirements Minimum 5 years of experience with Sentry. Proven experience as an APS Team Lead (10+ years). Strong knowledge of ITIL and Incident Management. Expert-level proficiency in SQL queries (Oracle SQL / PL-SQL / Sybase). Hands-on experience with Dynatrace. Advanced knowledge of Unix/Linux environments. Familiarity with scheduling tools such as Autosys. Assets Experience with DataStage WTX and file transfer tools (CFT/FTP/MQ). Knowledge of cloud computing. Programming skills in C, C++, Java, .NET. Experience with ServiceNow for metrics collection and ticket analysis. #J-18808-Ljbffr

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