Production Support Specialist- Level 1

**Production Support Specialist
- Level 1**

Equisoft, a leading global provider of digital business solutions for the insurance and wealth industries, is actively seeking new talent

No one day is the same, this is a challenging yet rewarding role for those who are interested. If you enjoy working with a team of great people, new technologies and are looking to grow within a dynamic international context, please send us your resume

**A DAY IN YOUR LIFE**
- Work with customer requests and tickets, multi-task and escalate tickets to the appropriate staff member and serve as primary liaison between the support team and the customer in daily operations.
- Solve client problems through effective listening skills, positive action, information gathering and/or ticket escalation.
- Coordinate with various teams and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
- Work with Release Coordinators to coordinate release management activities.
- Maintain consistent communication with business stakeholders through the incident and problem resolution processes.
- Understand Key Performance Indicators (KPI), Service Level Agreement Metrics (SLA) and report outcomes to management.
- Occasionally perform Quality Assurance tasks for testing of new software versions.
- Follow procedures, and continually improve internal processes for maintenance of solutions that are in production.
- Monitor and provide support to workflows and provide expert knowledge on all workflow designs.
- Provide operational support to all production practices on holidays and weekends (support on a rotational basis during the day and evening).
- Monitor all alerts following set procedures and escalate where appropriate.
- Analyze past incidents and create develop & execute steps to avoid repetition / eliminate occurrence in future.
- Analyze logs to proactively identify potential issues and create mitigation plans.
- Develop and maintain both internal and external (Client facing) technical / user documentation.

**MUST-HAVES**
- Bachelor’s Degree in Computer Engineering or Information Technology or College Diploma combined to 3 years of relevant experience
- Relevant job experience (especially in a Production Support helpdesk / client facing role) is advantageous.
- SQL scripting & Database’s experience in Microsoft SQL Server or Oracle Database is required.
- Comfortable working in a variety of Operating Systems / Browser environments such as Windows/Linux and Chrome/Edge and Firefox.
- Strong analytical, multi-tasking and problem-solving skills.
- A client-focused, service-minded approach and a strong sense of urgency.
- Strong organization and prioritizing skills.
- Excellent knowledge of English (spoken and written).
- Able to provide 24x7 (on call) support on a rotational basis

**NICE TO HAVE**
- Skills in any Cloud Architecture environment (Microsoft Azure, AWS, Oracle Cloud) is an asset.
- Understanding or experience working with XML/JSON structures is an asset.
- Skills in OIPA (Oracle Insurance Policy Administrator) is an asset.
- Familiarity with any of our internal tools such as JIRA, Confluence, PagerDuty, Zendesk, MS Teams & Slack would be an asset.
- Knowledge of the insurance industry is an asset.
- Knowledge of French or Spanish (spoken and written) is an asset.

**BENEFITS**
- Competitive compensation
- Comprehensive benefits packages
- Flexible work schedules & collaborative workspaces
- Career development
- International assignments
- Various social and team activities