IT Production Support

CACEIS; Montreal (administrative region); On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Total rewards program

Leadership development

World-class training program

Collaborative culture

Asset management exposure

Job summary

CACEIS Canada is seeking an IT production support analyst to support follow-the-sun operations across Fund services, pricing, master data and custody.

You will work with business support teams and IT lines in Paris and Luxembourg, handling incidents, change management, testing and documentation, with a focus on production stability and service quality.

Qualifications

• Bachelor’s or master’s degree in information technology, engineering, or finance/banking.
• ITIL certification is a plus.
• Strong IT background in application development or infrastructure.
• Experience with data feeding: MQ, FTPs.
• Knowledge of SQL (Oracle) and basic queries.
• Experience with IT incident and problem management in banking/finance.
• Proficiency with ticketing systems: Remedy, ServiceNow, Jira.
• Excellent communication and collaboration skills.

Responsibilities

• Support business operations on functional issues by improving configurations with providers/vendors or IT teams.
• Provide quality support to resolve technical incidents for infrastructure and related providers.
• Monitor, analyze and report root causes of production disruptions; recommend preventive actions.
• Test and validate the functional perimeter of applications used by the business.
• Maintain communication with business users, IT teams and operational risk through incident processes.
• Participate in change management and release planning to minimize disruptions.
• Coordinate testing and sanity checks during weekend changes and daily checks.
• Enrich procedures and documentation about production issues to improve efficiency.

Skills

IT background

Development

Infrastructure

SQL

Education

Bachelor’s or Master’s degree in information technology, engineering, or finance/banking

Bachelor’s or Master’s degree in Accounting, Finance, or business-related field

Tools

Remedy

ServiceNow

Jira

Job description

CACEIS is the asset servicing banking group of Credit Agricole dedicated to asset managers and institutional investors. Through offices across Europe, North and South America and Asia, CACES offers a broad range of services covering execution, clearing, forex, securities lending, custody, depositary, fund administration, fund distribution support, middle-office outsourcing and issuer services. CACEIS is a consolidator in the European asset servicing market and posts sustained growth in its business activities. The group holds €5.3 trillion in assets under custody and €3.4 trillion in assets under administration (figures as of 31 December 2024) By working every day in the interest of society, we are a Group committed to diversity and inclusion and place people at the heart of all our transformations. All our job offers are open to people with disabilities.

As part of its growth, CACEIS is looking for IT production support analyst to support its follow the sun operations in Canada on many business areas (Fund services & administration, pricing and master data, custody, market services)

IT production analysts will work side by side with the business support areas as well as their IT Lines headquarters (in Paris and Luxemburg for some). They will often interact with the quality-of-service team (in charge of the overall production stability) as well as infrastructure & service providers and also data feeding vendors.

What you will do

• Support business operations area on functional issues raised on their areas by improving or performing systems configurations in order to resolve them with the help of the necessary providers / vendors or IT teams.
• Quality and support to solve technical incidents (Minor and major incident) for infrastructure support- and the related providers. All in accordance with group processes and procedures.
• Monitor, analyze and reports root cause of system/ production disruption and include recommendations to prevent the reoccurrence of glitches and defects with the help of the necessary providers / vendors or IT teams.
• Monitor and test functionally the applications perimeter used in the business area.
• Keep communication and information up to date to their business users and other IT teams as well as operational risk (through the major incident process)
• Be aware and participate to change management/release planning to follow on a day to day / week to week basis any possible disruptions of production on given perimeter.
• Coordination of testing and sanity checks during weekend changes and releases as well as daily IT operational checks.
• Enrich procedures & documentation about production issues and resolved case. Keep processes around production support at its best possible efficiency.

What you will bring

• Bachelor’s or master’s degree in information technology, engineering, or finance/Banking industry (with a strong IT appetite)
• Certification (ITIL is a +)
• Strong IT background (either in applicative development or in infrastructure area)
• Understanding or experience in datafeeding: MQ, FTPs,
• Understand or experience in SQL (preferably Oracle): Standard query like select or update
• Understand or experience in IT incident and problem management procedures of a defined perimeter (preferably in banking/finance or insurance)
• Strong knowledge (& reporting) of IT ticketing systems like Remedy, Service Now and Jira
• Excellent people skills and ability to collaborate inter teams and several providers
• Strong problem solving, analytical, and time management skills as well as resistance to pressure.
• Strong written and oral communication skills.

We are hiring for multiple Levels

• Junior: 0-2 years of experience working either in IT service management, or a similar role (technical help desk, Incident management)
• Experienced: 2-6 years of experience working either in IT service management with ability to quickly acquire a functional or technical understanding.
• Senior: > 6years of experience working in IT service management /Infrastructure or as IT Business analyst.

What you bring

• An undergraduate or Master's degree in Accounting, Finance, or another business-related field
• Minimum 1-2 years proven experience in funds accounting/pricing/client reporting within financial markets.
• An undergraduate or Master's degree in Accounting, Finance, or another business-related field
• Minimum 1-2 years proven experience in funds accounting/pricing/client reporting within financial markets.
• Proficiency in MS Office applications including PowerPoint, Excel, Word and Outlook
• Advanced knowledge of Access or Excel macro's is an asset

What we offer

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

We offer:

• A comprehensive Total Rewards Program which includes performance-based bonuses, flexible benefits, and competitive compensation.
• Leaders who support your development through coaching and managing opportunities
• A world-class training program in financial services.
• A collaborative dynamic culture where personal initiative and hard work are recognized and rewarded.
• A collaborative and supportive team environment
• Exposure to the asset management industry with opportunities for growth