Senior Fielding Support Specialist

1 month ago


Montreal, Quebec, Canada Alteo Inc. Full time
Job Title: Senior Application Support Specialist

Alteo Inc. is seeking a highly skilled Senior Application Support Specialist to join our team in Montreal.

Job Description:

We are looking for a seasoned professional to provide exceptional support and handle incidents reported by operational teams. As a Senior Application Support Specialist, you will be responsible for supervising the Support team in resolving incidents, ensuring compliance with contractual commitments, and contributing to the improvement of team indicators.

Responsibilities:
  1. Handle incidents with the aim of resolving them
  2. Support the N2/N3 operations team and resolve production-related incidents
  3. Analyze incidents for the operations team, and recommend actions to be taken depending on the incident reported
  4. Ensure the necessary developments to resolve incidents
  5. Ensure that unit tests are carried out and that documentation corresponding to modifications is drawn up before the system is put into production
  6. Ensure compliance with commitments/SLAs
  7. Ensure compliance with commitments in terms of deadlines and quality of work supplied
  8. Ensure compliance with standards specific to its activity
  9. Contribute to the improvement of team indicators to enhance quality and the company's image
  10. Ensure compliance with selected development standards
  11. Recommend ways of developing maintenance-specific procedures
  12. Assist the operations team
  13. Assist operations team in production roll-out
  14. Validate deliverables / procedures for operations team / projects during Rollout
  15. Assist operations team with requests for information
  16. Train and support the operations team
  17. Validate network improvements and ensure non-regression testing
  18. Supervise on-site consultants to ensure customer satisfaction
  19. Assign and monitor customer environments
  20. Ensure that developments are carried out to resolve anomalies
  21. Provide first-level support training and draw up KPIs
  22. Carry out on-site support missions
  23. Ensure the development of more junior team members
  24. Be on-call according to the schedule, in order to intervene when required outside working hours
  25. Participate in on-call planning
  26. Respond to incidents occurring outside working hours
Profile:

We are looking for a candidate with:

  • DEC/BAC in IT or equivalent
  • 5-8 years' experience in a similar role
  • Familiarity with the electronic payment industry (an important asset)
  • IT project life cycle
  • C language
  • PL/SQL language
  • Shell system
  • Unix server
  • Testing techniques
  • Network certification (Visa, Mastercard)
  • PowerCard products
  • J2EE HTML model
  • Certification practices (Visa, MasterCard...) Back Office
  • Customer orientation
  • Compliance with commitments
  • Initiative-taking
  • Problem anticipation
  • Reporting & Monitoring
  • Involvement in the Quality approach
  • Good interpersonal skills
  • Team spirit
  • Initiative
  • Flexibility


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