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Application Production Support Specialist

1 month ago

Montreal, Quebec, Canada SkySys Full time
Job Summary

The Production Support Analyst will be responsible for the daily support and health of the production environment for multiple applications in SkySys. This includes change, user request, incident, and problem management for the department. The Analyst will serve on a team as the first point-of-contact (Level 1 and 2): receiving, recording, and understanding issues, fixing known issues, suggesting improvements, routing unknown issues to Level 3 support staff, and communicating the resolution to the requestor. The role will also involve assisting the user community to resolve technical issues. Coverage during weekend and off-hours will be on an "as needed" basis.

Main Responsibilities
Level 1 and 2 Support
  • Active monitoring of production activities
  • Perform remediation steps when required
  • Interface with external IT communities to resolve incidents
  • Work with development community for Level 3 incident escalations
  • Log work and effort in support tracking application and work with team and management to reduce recurring issues
  • Available for after-hours support activities, when necessary
Change and Request Management
  • Responsible and accountable for changes to the production environment for SkySys applications
  • Testing and deployment of updates and enhancements
  • Work with development community for release prioritization
  • Ensure that requests for change adhere to Group and Department Policies
  • Available for after-hours and/or weekend change activities, when necessary
Reporting & Special Projects
  • Participate in project elaboration phases to ensure application production team is aware of upcoming changes, and the team has required skills for supporting changes post-release
  • Regular reporting to line manager for prioritization and escalation
  • Conduct and participate in meetings with related communities
  • Perform control result analysis and reporting and take up corrective actions as needed
  • As required, take up project management responsibilities for special projects
Requirements

Training and Occupational Experience
  • 5 or more years of professional experience as an Functional Support Analyst and/or similar role
  • Experience in Cash management/ Settlement systems/Wire transfer processes
  • Understanding of Treasury Operation
  • Treasury System (Integrity FIS) experience preferred, but not mandatory
Essential Specific Requirements
  • Database skills (MS SQL)
  • Windows servers experience
  • SWIFT Payment processing, a plus
  • Unix/Linux hands on experience with knowledge of day to day commands, a plus
  • Strong analytical and problem solving skills.
Skills and Behaviours
  • Knowledge of cash settlement process
  • Good organizational skills
  • Experience and/or knowledge of IT infrastructure implementation projects
  • Experience in software implementation
  • Professional attitude and good interpersonal behavior
  • Autonomy and adaptability; must be able to take initiative and be proactive
  • Team player skills
  • Project Management skills a plus
  • Fluent in English; French a plus
Must-Haves
  • 5 years' experience in Client role
  • Unix/Linux hands on experience with knowledge of day to day commands
  • Experience in Cash management/ Settlement systems/Wire transfer processes
  • Strong knowledge with Database skills (MS SQL)
  • Windows servers experience
  • SWIFT Payment processing knowledge
  • On-site 50% of the time including on Mondays or Fridays and as of January 2025, 3 days a week.
  • Possibility to be "on call" sometime, weekend schedule (on rotation) and work hours between 7:30AM and 7:30PM (divided in 3 shifts)