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Application Production Support

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Montréal, Canada TekwissenLLc Full time

**Position: Application Production Support - Sentry Location: Montréal QC H3A 2A6 Duration: 12 Months Job Type: Contract Work Type: Onsite ** **About the Department**

**SUMMARY OF THE ROLE**

**MAIN RESPONSIBILITIES**
- Monitoring and supporting the day-to-day production activities.
- Trouble shooting technical and functional issues raised by user and provide resolution within SLA based on the priority and impact.
- Diagnosing and resolving incidents within SLA.
- Ensure daily communication & transition with teams from other time zones.
- Mandatory control measures to be applied to avoid recurrent Incidents.
- Contribute to maintain a very stable BAU to send deliverables on time and match with the deadlines.
- Flexible approach to working hours to meet the demands of the team. Willing to work in different day if required.
- Provide guidance, instruction, direction to their team and help team create and maintain shared team values.
- Testing of new functionalities.
- Internal Global Communication between APS IT and development teams.
- Providing an added value to set efficient work around in BAU.
- Analysis and solving technical issues during production phases, raise problem/change requests if required, ensure the follow up of issues until the delivery of patch corrections.
- To assist with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk.
- Perform level 1/2 support and complex analysis of reported issues/incidents, and evaluate alternative business solutions and workarounds to minimize the impacts. Ensure issues are identified, tracked and resolved in a timely manner.
- Avoiding recurring incidents
- Closely follow up all production alerts & monitoring dashboards.
- Ensure excellent communication, reporting and escalation as and when needed.

**KEY SKILLS AND QUALIFICATIONS**
- Bachelor’s degree in computer/IT/Software engineering required; advanced degree considered a plus.
- Minimum 5years Sentry experience.
- Knowledge of ITIL and Incident Management.
- Expert knowledge and experience in SQL Queries (Oracle SQL / PL-SQL/ Sybase)
- Knowledge of Dynatrace.
- Expert Knowledge & experience of working in Unix/Linux environment.
- Knowledge of schedulers (Autosys, Control M), DataStage WTX and file transferring (CFT/FTP/MQ) would be an advantage.
- Knowledge of cloud computing.
- Knowledge of programming language (C. C++, Java,.Net).
- Good written and spoken English
- Must have worked on Collecting Metrics & Analyzing the request/tickets
- Able to communicate efficiently
- Good Team Player
- French/English

**Domain**:

- Prior business analysis experience in Sentry support environment.

**Soft skills**:

- Autonomous: being able to lead investigations to solve issues by mobilizing all resources/departments requested.
- Flexibility: be ready to be involved in late shift.
- Ability to report: Keeps his/her superiors informed about his/her activities and the progress of his/her files in an effective way. Draws attention to useful information, risks and sensitive points.
- Client focus: Does everything possible to achieve internal or external customer satisfaction by identifying the customer’s needs and providing them with the appropriate solution.

**Job Type**: Fixed term contract
Contract length: 12 months

**Salary**: $55.00-$60.00 per hour

Schedule:

- Monday to Friday

**Experience**:

- APPLICATION PRODUCTION SUPPORT support: 4 years (required)

Licence/Certification:

- CompTIA A+ (preferred)

Work Location: In person