Application Support Analyst

2 days ago

Mississauga, Ontario, Canada Compass Digital Full time

Now, if you were to come on board as one of our Support Analyst L2, we'd ask you to do the following for us:

  • Incident Identification: Monitor various sources for potential major incidents, such as system alerts, customer reports, and internal notifications.
  • Incident Triage: Quickly assess and prioritize incidents based on their severity, potential impact, and urgency.
  • Coordination: Act as the central point of contact during major incidents, coordinating efforts across technical and non-technical teams to facilitate rapid resolution.
  • Resolution Coordination: Act as a central point of coordination for incident resolution efforts. Engage relevant teams and resources to resolve incidents promptly.
  • Communication: Provide regular updates to stakeholders, including senior management, regarding the status of major incidents, including their impact, current status, and estimated time to resolution.
  • Root Cause Analysis: Collaborate with the engineering team to conduct post-incident analysis, identifying the root causes of incidents and recommending preventive measures.
  • Process Improvement: Continuously evaluate and improve the incident management process, suggesting enhancements to streamline incident response and resolution.
  • Documentation: Develop and update incident management procedures, ensuring that all team members are aware of their roles and responsibilities during major incidents.
  • Training: Conduct training sessions and workshops to enhance the incident management skills of team members and promote a culture of incident readiness.
  • Escalation: Escalate incidents to higher management or executives as necessary and ensure the allocation of appropriate resources for resolution.

Think you have what it takes to be our Support Analyst L2? We're committed to hiring the best talent for the role. Here's how we'll know you'll be successful in the role.

  • Bachelors degree in a related field (e.g., Computer Science, Information Technology) or equivalent work experience.
  • Proven hands-on experience in tech support (exposure to incident management), or Dev/QA roles with strong troubleshooting skills
  • Strong analytical and problem-solving skills, with the ability to think critically under pressure.
  • Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical stakeholders.
  • Familiarity with incident management tools (Pagerduty) and methodologies
  • Experience with Jira
  • Evaluate and assess daily, weekly, monthly, and yearly operational and technical metrics/KPIs for continuous improvement opportunities to help minimize financial and reputational impact.
  • Partner with multiple divisions, both business and technical, throughout the firm, to drive a reduction in client-impacting incidents.
  • Ability to work non traditional schedule /Flexibility in working shifts.
  • Drive Major Incident calls/huddles – managing the participants with a focus on mitigation actions
  • Proven ability to quickly grasp and master new topics through video training or documentation.
  • Adept at multitasking, resilient, and capable of handling pressure.

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