Analyst IT

Analyst IT - Level 2 Exempt IT Professional

Location :  Montreal, QC

Duration : 12+ months

Work shift : Monday to Friday - 11 : 00AM to 8 : 00PM in Summer & 10 : 00 AM to 07 : 00 PM in Winter. Weekend Shift : Sunday rotational once to twice a month, same working hours.

Description / Comment :

Skills needed :

• Strong communication skill (written and verbal).
• Incident management.
• Expert knowledge in SQL : able to build extended queries and know the SQL keyword, ideally Oracle SQL / PL-SQL.
• Good knowledge in Unix and scripts : know commands to perform health check on a server and able to parse and investigate a log file.
• Knowledge of ITIL.
• Knowledge of Dynatrace.
• Knowledge of schedulers (Autosys, Control M), DataStage WTX and file transferring (CFT / FTP / MQ) would be an advantage.
• At least 4-7 years as Application Production Support

SUMMARY OF THE ROLE

MAIN RESPONSIBILITIES

Ensure day-to-day quality of live applications to end-users by :

Monitoring production environment.

Trouble shooting technical issues raised by user and provide resolution within SLA based on the priority and impact.

Develop good understanding of the existing applications (functional & technical) Diagnosing and resolving incidents within SLA.

Ensure daily communication & transition with teams from other time zones.

Mandatory control measures to be applied to avoid recurrent Incidents.

Analysis and solving technical issues during production phases, raise problem / change requests if required, ensure the follow up of issues until the delivery of patch corrections.

To assist with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk.

Guarantee the escalation of problems to the adequate IT organization (internal or service providers or entities) to ensure on-time resolution; manage priorities depending on the criticality of the requests and production failures. Escalate issues to the managers that cannot be resolved, in a timely manner. Contribute to maintain a very stable BAU to deliver NAV(Net Asset value) on time and match with the deadlines.

Provide guidance, instruction, direction to their team and help team create and maintain shared team values.

Perform level 1 / 2 support and complex analysis of reported issues / incidents, and evaluate alternative business solutions and workarounds to minimize the impacts. Ensure issues are identified, tracked and resolved in a timely manner.

Closely follow up all production alerts & monitoring dashboards.

The position consists in providing support for the corresponding list of applications in a cross-regional environment, in a follow-the-sun model. It also encapsulates Incidents, change, problem and service Request and Release Management as part of the Service Management Catalogue in line with defined Standard Operating Procedure. Being a follow-the-sun model, Candidate will be expected to work on alternating shifts.

Candidate having an exposure to ITIL V3, capable of participating critical initiative within the Team, interact with Quality Control and Reporting Teams in the production of Key Performance Indicators and exposure / experience towards follow-the-sun model may be favored.

KEY SKILLS AND QUALIFICATIONS

Bachelor's degree in computer / IT / Software engineering required; advanced degree considered a plus.

Minimum 4 years financial industry experience.

Knowledge of ITIL and Incident Management.

Expert knowledge and experience in SQL Queries (Oracle SQL / PL-SQL)

Knowledge of Microsoft Access & Excel.

Expert Knowledge & experience of working in Unix environment.

Knowledge of schedulers (Autosys, Control M), DataStage WTX and file transferring (CFT / FTP / MQ) would be an advantage.

Knowledge of programming language (C. C++, Java, .Net) would be an advantage.

Good written and spoken English

Must have worked on Collecting Metrics & Analyzing the request / tickets

Able to communicate efficiently

Good Team Player

French / English

Client focus : Does everything possible to achieve internal or external customer satisfaction by identifying the customer's needs and providing them with the appropriate solution.

Domain :

TB_EN