Montreal [Hybrid] Production Support Analyst

QUANTEAM - North America (RAINBOW PARTNERS Group); Montreal (administrative region); On-site; CAD 80,000 - 110,000; Full time

Job summary

QUANTEAM - North America (RAINBOW PARTNERS Group) in Montreal is seeking an IT production support specialist to maintain the health of our banking and financial services applications. You will monitor daily operations, resolve incidents, and ensure smooth production services.

With 5+ years in financial IT support, you will use PL/SQL, UNIX scripting, and Autosys to triage tickets, generate incident reports, and share knowledge with the team.

Qualifications

• 5+ years financial industry experience (application production support).
• Experience with PL/SQL developer, Sybase ASE, Sybase IQ, UNIX (shell scripting).
• Knowledge of ITIL and Incident Management.
• Ability to analyze and fix issues across level 1/2 support.
• Strong communication and documentation skills.

Responsibilities

• Monitoring and supporting day-to-day activities.
• Adherence to documented procedural standards.
• Fully responsible for key activities within the SLA and ITIL processes.
• 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.
• Flexible approach to working hours to meet the demands of the team.
• Assist with streamlining of the support area and procedures for improvements.
• Maintain knowledge base and share experience with support team members.
• Use business and application knowledge to investigate issues and produce incident reports.
• Ensure issues are identified, tracked, reported on and resolved in a timely manner.

Skills

ITIL

Incident Management

PL/SQL

UNIX scripting

Autosys

Education

Bachelor's degree in IT/Computer Science Engineering

Tools

Autosys

UNIX

Job description

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.

Role overview:

The team is responsible and accountable for daily support and health of the IT production environment, such as request, incidentand problem management for the department.

The teams provides solutions to technical issues in a short time frame and acts as a technical point of contact for all application related issues.

The teams is responsible for troubleshooting the issues by meticulous analysis of database objects and respective servers, look for consistent improvements and communicate 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, to record, and to understand issues, to fix known issues, suggest improvements, route unknown issues to Level 3

support staff, and to then communicate the resolution to the requestor.

The teams extensively works with automating SQL and Linux scripting to display continuous improvement and work towards stabilizing the applications health, and to assist the user community to resolve technical issues.

Technical Stack

UNIX | SQL | TOMCAT | ORACLE | PLSQL |SHELL | AUTOSYS

Key responsability:

• Monitoring and Supporting the day to day activities

• Adherence to documented procedural standards

• Fully 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

• Flexible approach to working hours to meet the demands of the team. Willing to work in different day

• To 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

• Ensure issues are identified, tracked, reported on and resolved in a timely manner

• Perform level 1 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 to the night 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:

• Knowledge of ITIL and Incident Management.

• Bachelor’s degree required; IT/Computer Science Engineering

• 5+ years financial industry experience (application production support)

• Prior business analysis experience in an application support environment

• Experience with PL/SQL developer, Sybase ASE, Sybase IQ, UNIX (shell scripting, ability to analyse existing scripts)

• Familiarity with Autosys

• Overall General IT knowledge is a must

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

• Measure and identify areas for improving Quality and overall Delivery