Analyst IT - Level 2-Daily

Analyst IT - Level 2

Hybrid in Montreal
Duration: 12 month(s)

Description/Comment:

Skills needed:

1. Strong communication skills (written and verbal)
2. Good knowledge of ITIL concepts (with experience in Incident management & Problem Management)
3. Knowledge of SQL: able to build extended queries and know the SQL keyword, ideally Oracle
4. Knowledge in Unix and scripts: know commands to perform health check on a server and able to parse and investigate a log file
5. At least 3-5 years as Application Production Support
6. 70% of Command Center Monitoring (L1), alert management, call out, escalation, incident management, reporting

Additional Job Details:

Weekend Shift: Saturday and Sunday rotational as needed, same working hours. Hybrid, 3 days at office including one Monday or Friday per week.

• The GSS Production Support Analyst role is a hybrid role which requires expertise in technical support and incident management. The role will mainly focus on technical monitoring & support for the application and infrastructure services. Ensuring all production events are recorded and escalated in a timely manner. This includes creating incidents and escalating the issues to concerned support teams. During release deployments and other planned downtimes, the GSS Command Centre will be responsible for stakeholder communications and orchestration of the activities across different teams. The front-line support will be responsible to identify the gaps in processes and suggest improvements. The role will require the person to be familiar with tools like Dynatrace, Geneos, Cyberark, Service Now and Confluence.

• This role will also be involved in the coordination and communication of critical production activities and high priority production incidents. The responsibility will be to ensure that all such incidents are recorded and resolved in a timely manner. The role will involve initiating & coordinating the technical/management bridge calls and sending stakeholder communication while ensuring the data quality is maintained throughout the lifecycle of incidents. The role will also include creation of process documents and maintenance of KPI reports & knowledgebase. A strong understanding of ServiceNow tool & ITIL processes is required, along with prior experience in handling high priority incidents.

• There are no night shifts, as the team works on FTS (Follow the Sun) model across India & Canada. This role will require working on weekends on rotational shifts as the team maintains a 24X7 support.

In detail:

• Monitor application and infrastructure alerts through manual & automated processes.
• Monitor support dashboards and user emails and take actions as per guidelines.
• Record, diagnose & troubleshoot production issues under predefined SLA targets.
• Identification and routing of technical issues to the right support team for quick resolution.
• Execute technical deployments of new application releases and upgrades/migration of infra services as part of vulnerability and obsolescence.
• Track and coordinate major production releases & infrastructure migration changes.
• Record, coordinate & communicate high priority production incidents throughout the incident duration across various teams and stakeholders.
• Initiate and participate in technical bridge calls to orchestrate incident resolution within SLA targets across various participants across regional and global teams.
• Ensure the business impacts of incidents are correctly recorded and communicated to stakeholders throughout the incident duration.
• Perform data quality checks and assist technical teams in updating the incident information according to requirements.
• Assist the technical teams in generating PIR/RCA documents and track adherence to the template and data quality.
• Create dashboards and KPI reports based on monthly data from various sources.

The strengths and skills that will help you succeed: The role will need coordination with global teams across America, Europe & Asia, hence strong knowledge of English (verbal and written) will be required.

• Technical Skills:

• Experience in technical production support, including monitoring, troubleshooting & deployments of Java applications.
• Knowledge on Linux, Windows, middleware & Oracle DB.
• Knowledge on production tools like Dynatrace, Geneos, Service Now, Autosys etc.
• Understanding of ITIL concepts and IT service management best practices (certification will be preferred).
• Good Knowledge of any scripting language (Python/Powershell/Shell/ VBA) will be preferred.
• Knowledge of creating reports using PowerBI/Excel/PowerPoint/ServiceNow dashboards etc.
• Knowledge of French (verbal & written) will be considered an asset along with English proficiency required for this role.

• Behavioral Skills:
• Open to work in a 24X7 Command Center Support team in FTS model.
• Competent to diagnose and troubleshoot basic technical issues.
• Ability to provide step-by-step technical help, both written and verbal.
• Proficient in problem-solving by collaborating with various teams.
• Dynamic approach in managing different situations & stakeholders during incidents.

Qualification:

• Bachelor's degree in computer science, information technology or equivalent.
• Prior experience (3-5 years) in production support project preferably for a bank.