Production Support Analyst

3 weeks ago

Markham, Canada Giesecke+Devrient Mobile Security Canada Inc. Full time

**In a fast changing world, it takes pioneering spirit to create trustworthy technology. We enable secure connectivity and payment solutions for billions of people around the globe. At Giesecke+Devrient, you will play a key role in realizing the digital transformation.**

**Primary Responsibilities**:

- Providing production processing support level 2
- Troubleshoot failed jobs and output data, remediating issues
- Monitoring for production errors, working with operations and customer service
- Working with Development team and Level 3 support to resolve D2D issues
- Identifying repeated challenges and finding permanent solutions
- To manage production incident tickets effectively and efficiently
- Manage the resolutions of day to day issues escalated to Production Support, Respond to stakeholder with the agreed SLA’s
- Ensuring the production issues are resolved on time
- Ensures this procedure is followed as required within Production Support
- Coordinates any training requirements for personnel within their department and ensures Training Record is documented
- Maintaining technical documentation and tracking challenges
- Troubleshooting Data Communication and Printing Issues

**Secondary Responsibilities**:

- Attend daily Production Support meetings
- Other duties as assigned

**Qualifications, Experience and Educational Requirements**:

- College diploma in an IT field is required (Computer Science is an asset)
- Experience (min 2 years) object-oriented programming languages is required (C++), (C#),.NET
- Intermediate knowledge of MS SQL is required (stored procs, functions, queries)
- Excellent understanding of various file formats is required (XML, CSV, TXT, MIME)
- Experience in Operating systems such as Windows and Linux
- Excellent verbal and written communication skills is required
- Ability to work well across many teams and environment is required
- Ability to manage competing priorities across multiple projects is required
- Highly detailed and organized, Ability to work in a fast pace dynamic environment.
- Ability to work in Production Support Environment, with problem solving and investigative skills

**Interpersonal Skills**:

- Effective working relationships with all functional units of the organization,
- Ability to work under pressure to meet production SLA and Operational demands
- Pay attention to details and able to troubleshoot effectively
- Providing good quality of service and providing standard processes
- Working ability to effectively recognize and manage interpersonal communication needs,
- Ability to work as part of a cross-cultural team including flexibility to support multiple locations when necessary,
- Excellent interpersonal skills in areas such as teamwork, facilitation, and negotiation, and
- Able to work independently or as part of a team.
- Works under pressure and is able to manage competing priorities, and Meets or exceeds expectations on process turnaround for assigned tasks and follow ups, and issue resolution to closure.

**Working Conditions**:

- At times, may be required to wear a smock and safety shoes when visiting the production floor
- Sitting for extended periods of time
- Providing 8 hour coverage between 7AM to 7PM
- At times, may be required to work evening or weekends
- Ability to stay behind to ensure production issues are resolved to meet SLA

**Additional Information**:
***

**What we offer**:
**Why our work matters**:

2:30

**Job Details**:
**Job Title**
Production Support Analyst

**Business Sector**
Giesecke+Devrient Mobile Security Canada Inc.
Markham
Ontario

**Requisition ID**
21830

**Location**
Markham, CA

**Career level**
Experienced and Graduates

**Job Type**
Fulltime, Permanent

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