Application Production Support

About the Company :

As the founding entity of RAINBOW PARTNERS, Quanteam is a consulting firm specializing in Banking, Finance, and Financial Services. Guided by our core values of closeness, teamwork, diversity, and excellence, our team of 1,000 expert consultants, representing 35 different nationalities, collaborates across 10 international offices: Paris, Lyon, New York, Montreal, London, Brussels, Geneva, Lisbon, Porto, and Casablanca.

We are looking for an Application Production Support to work with one of our clients, an Investment Bank based in Montreal.

Role Overview :

The team is responsible and accountable for daily support and health of the IT production environment.

Such tasks include change, request, incident, and problem management for the department.

The candidate will have to provide solutions to technical issues in a short time frame and act as a technical point of contact for all application-related issues.

The team is responsible for troubleshooting the issues by meticulous analysis of database objects and respective servers, looking for consistent improvements and communicating the impact and resolution to the requestor.

The candidate shall serve on a team which acts as the first point-of-contact (Level 1 and 2): the role will be to receive, record, and understand issues, to fix known issues, suggest improvements, route unknown issues to Level 3 Classification: Confidential support staff, and to then communicate the resolution to the requestor.

The candidate should work further on automating SQL and Linux scripting to display continuous improvement and work towards stabilizing the applications' health. The team assists the user community to resolve technical issues.

The shift for this position is from 11 AM to 8 PM Monday to Friday and rotational shifts on Sundays.

Key Responsibilities :

The responsibilities of this role include, but are not limited to:

• Monitor and support the day-to-day activities
• Adherence to documented procedural standards
• Be responsible for key activities within the agreed SLA and ITIL process.
• Escalate issues that cannot be resolved, in a timely manner
• Have a strong customer focus in order to provide a professional support service to clients
• Assist with the streamlining of the support area, i.e., suggesting where procedures can be improved without the introduction of risk
• Maintain knowledge base and share experience with support team members
• Use business and application knowledge to investigate issues raised and assist in the production of incident reports, which form part of the shift handover
• Resolve user queries/requests
• Ensure issues are identified, tracked, reported on, and resolved in a timely manner
• Perform level 1 and 2 support and complex analysis of reported issues, and evaluate alternative business solutions and workarounds to minimize the impacts
• Understand the database concepts and provide extractions to users whenever required
• Participate in the support of the application and undertake the appropriate actions – both functional and technical
• Closely follow up all alerts and monitoring dashboards
• Ensure excellent communication, reporting, and escalation as and when needed

Required Qualifications and Skills :

Must have :

• 7+ years of experience in a similar role.
• Bachelor’s degree in computer science, information systems, or another related field.
• Good general understanding of global infrastructure, firewalls, and networking and considerations in these areas
• Analytical skills – Ability to analyze data surrounding incidents to a fine level, investigate dependencies and evaluate possible areas for improvement, and actions with a view to automate resolution.
• Using, configuring, and tuning industry-leading ETL software tools in data-intensive, large-scale environments
• Experience working on Oracle
• Hands-on experience working in Unix/Linux environment, with proficiency in UNIX shell scripting (Korn/bash shell preferred)
• Knowledge of VM
• Hands-on experience with scheduling tools, preferably Ab Initio Control Center
• Experience in SQL Server and noSQL DBs

Nice to have :

• Expertise in Ab Initio as an ETL Tool
• Knowledge of Blueprism application
• Knowledge of release or automation tools such as Jenkins, Ansible
• Experience in monitoring tools (such as Dynatrace)

Language :

English : mandatory

French : a strong asset