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Application production support analyst

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Montreal, Canada SkySys Full time

Title : Analyste support à la production applicative / Application Production Support AnalystLieu / Location : Montréal – Centre-ville, 3 jours/semaine sur site avec présence obligatoire au bureau les lundis ou vendredis / Montreal – Downtown, 3 days/week on site with mandatory office attendance on Mondays or Fridays Durée / Duration : 11 mois – 40 heures/semaine / 11 months – 40 hours/week Le candidat doit posséder les qualifications suivantes : Exigences : Plus de 4 ans d'expérience en tant qu'Client Expérience obligatoire dans un environnement bancaire Anglais requis Solide connaissance / expérience des éléments suivants : Linux / Unix Autosys Oracle / SQL Scripting Shell ServiceNow Atouts : Français MISSION ET OBJECTIFS L'analyste Client (« Analyste ») est responsable du support quotidien et de la stabilité de l'environnement de production pour plusieurs applications du portefeuille des fonctions Client. Les responsabilités incluent la gestion des changements, des demandes utilisateurs, des incidents et des problèmes pour le département. Au besoin, le support fonctionnel et la configuration des Clientès utilisateurs peuvent être assurés. L'Analyste fait partie d'une équipe agissant comme premier point de contact (niveaux 1 et 2). Son rôle consiste à recevoir, enregistrer et analyser les incidents, résoudre les problèmes connus, proposer des améliorations, acheminer les problèmes non identifiés vers le support de niveau 3 et communiquer les résolutions aux demandeurs. Il/elle assiste également la communauté des utilisateurs dans la résolution des problèmes techniques. La couverture en dehors des heures normales et durant les fins de semaine se fait selon les besoins. Le poste peut nécessiter de travailler en dehors des heures normales de travail. PRINCIPALES RESPONSABILITÉS Support de niveau 1 et 2 Surveillance active des activités de production Exécuter les actions correctives lorsque requis Collaborer avec les équipes TI externes pour la résolution des incidents Travailler avec les équipes de développement pour les escalades d'incidents de niveau 3 Consigner le travail et les efforts dans l'outil de suivi du support et collaborer avec l'équipe et la direction afin de réduire les problèmes récurrents Disponibilité pour le support en dehors des heures normales, lorsque nécessaire Gestion des changements et des demandes Responsable et imputable des changements dans l'environnement de production pour les applications NAR Collaborer avec les équipes de développement pour la priorisation des livraisons S'assurer que les demandes de changement respectent les politiques du Groupe et du département Disponibilité pour les changements en dehors des heures normales et/ou les fins de semaine, lorsque requis Rapports et projets spéciaux Participer aux phases d'élaboration des projets afin de s'assurer que l'équipe de production applicative est informée des changements à venir et dispose des compétences requises après la mise en production Produire des rapports réguliers au gestionnaire pour la priorisation et l'escalade Conduire et participer à des réunions avec les équipes concernées Analyser les résultats des contrôles, produire des rapports et mettre en œuvre des actions correctives au besoin Assumer, au besoin, des responsabilités de gestion de projet pour des projets spéciaux EXIGENCES Formation et expérience professionnelle Expérience requise en support applicatif (> 5 ans) Expérience dans le secteur bancaire / financier souhaitée Connaissance des applications bancaires centrales (Core Banking) et/ou des entrepôts de données souhaitée Des connaissances en DevOps constituent un atout Exigences essentielles spécifiques Solides compétences en bases de données (Oracle, MS SQL) Expérience pratique avec les serveurs Unix/Linux et connaissance des commandes courantes Expérience en scripting (Shell, PowerShell, etc.) Outils de planification (Autosys) Outils de surveillance (Sysload, Geneos) Outils collaboratifs (SharePoint) Protocoles de transfert de fichiers Une expérience préalable dans un environnement bancaire constitue un atout Compétences et comportements Excellentes compétences en communication (écrite et orale) Bon sens de l'organisation Maîtrise des outils bureautiques de base (Microsoft Office, etc.) Attitude professionnelle et bonnes aptitudes interpersonnelles Autonomie et capacité d'adaptation; capacité à prendre des initiatives et à être proactif(ve) Connaissance des produits financiers mondiaux, un atout Compétences en gestion de projet, un atout == The candidate must have the following qualifications: Requirements: 4+ years as an Client Must have experience in the baning environment English required Must have strong knowlegde / experience with the following : Linux/Unix Autosys Oracle/SQL Shell Sripting Service Now Assets : French MISSION AND OBJECTIVES The Client Analyst ("Analyst”) is responsible and accountable for daily support and health of the production environment for multiple applications in the Client Functions portfolio. Such tasks include change, user request, incident, and problem management for the department. As required, functional support and user setup may be performed. The Analyst shall serve on a team which acts as the first point-of-contact (Level 1 and 2): the role will be to receive, to record, and to understand issues, to fix known issues, suggest improvements, route unknown issues to Level 3 support staff, and to then communicate the resolution to the requestor. Assist the user community to resolve technical issues. Coverage during weekend and off-hours are on an "as needed" basis. The position will be required to work off normal working hours. 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 NAR applications 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 Support role experience required ( >5 years' experience) Experience in Banking / Financial sector preferred Knowledge Core Banking applications and/or data warehousing preferred DevOps knowledge will be an advantage Essential Specific Requirements Strong database skills (Oracle, MS SQL) Unix/Linux hands on experience with knowledge of day to day commands Scripting experience (Shell, powershell, …_) Scheduling tools (Autosys) Monitoring tools (Sysload, Geneos) Collaboration Frameworks (SharePoint) File transfer protocols Prior experience in a banking environment will be an advantage Skills And Behaviours Strong communication skills (written and verbal) Good organizational skills Basic office software literacy (Microsoft Office, etc.) Professional attitude and good interpersonal behavior Autonomy and adaptability; must be able to take initiative and be proactive Global financial products knowledge, a plus Project management skills, a plus