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