Production support Analyst IT - Level 2-Daily

Job Title: Production Support Analyst - GSS
Experience: 3 - 5 Years in Production Support Role
Location: Montreal, QC
Work Arrangement: Hybrid (3 days onsite)
Weekend Shift: Saturday and Sunday rotational as needed, same working hours.

Business Unit: CIB ITO Production - Global Support Services

The GSS Production Support Analyst role is a hybrid position requiring expertise in technical support and incident management. The role will primarily focus on technical monitoring and support for application and infrastructure services, ensuring all production events are recorded and escalated in a timely manner. This includes creating incidents and escalating issues to the concerned support teams. During release deployments and other planned downtimes, the GSS Command Centre will be responsible for stakeholder communications and orchestration of activities across different teams.

The front-line support will be responsible for identifying gaps in processes and suggesting improvements. Familiarity with tools like Dynatrace, Geneos, Cyberark, Service Now, and Confluence is required. This role will also involve coordination and communication of critical production activities and high-priority production incidents.

Incidents can vary in type and nature, ranging from application access issues to major infrastructure issues. The responsibility will be to ensure that all such incidents are recorded and resolved in a timely manner.

Key Responsibilities:

1. Monitor application and infrastructure alerts through manual and automated processes.
2. Monitor support dashboards and user emails, taking actions as per guidelines.
3. Record, diagnose, and troubleshoot production issues under predefined SLA targets.
4. Identify and route technical issues to the right support team for quick resolution.
5. Execute technical deployments of new application releases and upgrades/migrations of infrastructure services.
6. Track and coordinate major production releases and infrastructure migration changes.
7. Record, coordinate, and communicate high-priority production incidents throughout the incident duration.
8. Initiate and participate in technical bridge calls to orchestrate incident resolution within SLA targets.
9. Ensure the business impacts of incidents are correctly recorded and communicated to stakeholders.
10. Perform data quality checks and assist technical teams in updating incident information.
11. Assist technical teams in generating PIR/RCA documents and track adherence to templates.
12. Create dashboards and KPI reports based on monthly data from various sources.

Technical Skills:

1. Experience in technical production support, including monitoring, troubleshooting, and deployments of Java applications.
2. Knowledge of Linux, Windows, middleware, and Oracle DB.
3. Familiarity with production tools like Dynatrace, Geneos, Service Now, and Autosys.
4. Understanding of ITIL concepts and IT service management best practices (certification preferred).
5. Good knowledge of scripting languages (Python/Powershell/Shell/VBA) is preferred.
6. Ability to create reports using PowerBI/Excel/PowerPoint/ServiceNow dashboards.
7. Knowledge of French (verbal and written) will be considered an asset.

Behavioral Skills:

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

Qualification:

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