Production Support Analyst

Title : Application / Production Support AnalystLocation : Montreal, QCShift : 8 : 00 Am to 5 : 00 PM Description : 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 Responsibilities : Level 1 and 2 Support Active monitoring of production activitiesPerform remediation steps when requiredInterface with external IT communities to resolve incidentsWork with development community for Level 3 incident escalationsLog work and effort in support tracking application and work with team and management to reduce recurring issuesAvailable for after-hours support activities, when necessary Change and Request Management Responsible and accountable for changes to the production environment for NAR applicationsWork with development community for release prioritizationEnsure that requests for change adhere to Group and Department PoliciesAvailable 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-releaseRegular reporting to line manager for prioritization and escalationConduct and participate in meetings with related communitiesPerform control result analysis and reporting and take up corrective actions as neededAs 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 preferredKnowledge Core Banking applications and / or data warehousing preferredDevOps 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 commandsScripting experience (Shell, powershell, ..._)Scheduling tools (Autosys)Monitoring tools (Sysload, Geneos)Collaboration Frameworks (SharePoint)File transfer protocolsPrior experience in a banking environment will be an advantage Skills : Strong communication skills (written and verbal)Good organizational skillsBasic office software literacy (Microsoft Office, etc.)Professional attitude and good interpersonal behaviorAutonomy and adaptability; must be able to take initiative and be proactiveGlobal financial products knowledge, a plusProject management skills, a plus