Application/Production Support Analyst

2 weeks ago

Montreal, Canada Axelon Services Corporation Full time

Job Title: Application/Production Support Analyst
Location: Montreal, QC

Job Overview:

  • The Client 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.

Job 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

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

Skills:

  • 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
  • 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

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