On-call Analyst, Operational Support

As part of the ongoing transformation of our IT operations, the Business Banking Operations Department is looking for an on-call analyst to bolster its 24/7 cross-functional support. The intent of this strategic role is to ensure stability in the application portfolio, to intervene quickly and effectively during incidents, and to work closely with internal squads and external providers such as Oracle, Kyriba and Dye & Durham . We're looking for someone with strong leadership who can stay calm in a challenging, proactive environment and who is motivated to raise the bar for operational support. The on-call analyst takes the lead in critical situations, guiding teams to a quick and coordinated resolution. The position requires an excellent ability to work under pressure, independently and collaboratively. It takes a strong sense of initiative and discipline and a keen client focus. More specifically, you will be required to :

• Continuously monitor critical systems and applications, using the monitoring tools available to quickly detect any anomalies.
• Act on the front line when incidents occur, coordinating corrective actions with internal squads and external providers.
• Act as the main point of contact in a crisis situation by guiding stakeholders toward an effective resolution.
• Document incidents, analyses, resolutions made and recommendations issues to avoid recurrence.
• Maintain clear and consistent communication with IT teams, business partners and suppliers, even in demanding environments and under pressure.
• Actively help continuously improve operational support by recommending adjustments to on-call processes, tools and practices.
• Contribute to the stability of the application portfolio by identifying trends, risks and opportunities for optimization.
• Be proactive in preventing incidents by anticipating potential failures and implementing mitigation mechanisms.
• Ensure that service-level agreements (SLAs) are respected and that interventions are completed within the required timeframe.

What we offer*

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment
• Benefits apply based on eligibility criteria.

What you bring to the table

• Bachelor's degree in a related field
• A minimum of four years of relevant experience
• Please note that other combinations of qualifications and relevant experience may be considered
• Knowledge of French is required
• Advanced proficiency of English due to the nature of the duties or work tools or because the position involves interactions with English-speaking partners, members and/or clients
  • Expertise in IT support, ideally in on-call or critical operations
• Expertise in analysis, diagnosis and communication
• Proficiency with monitoring tools (for example, Dynatrace, Splunk, Control-M, ServiceNow)
• Knowledge of Linux and SQL (Oracle databases)
• Knowledge of ITIL practices
• Available 24/7 as an on-call advisor with pay

Action oriented, Complexity, Customer Focus, Differences, Nimble learning, Plans and aligns, Tech savvy

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Trade Union (If applicable)

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask

Job Family

Information technology (FG)

Unposting Date