Production Support Analyst

Compunnel Inc.; Montreal; On-site; CAD 65,000 - 85,000; Full time

Job summary

Compunnel, Inc. is seeking a Level 2/3 Application Support professional for their Real-time Market Data team. The role focuses on providing technical support and assistance for market data issues while maintaining effective communication with end-users and vendors.

The ideal candidate has over 3 years of experience in Application Support, strong Unix skills, and the ability to manage multiple tasks efficiently. This position involves developing documentation and best practices to enhance functional operations.

Qualifications

• 3+ years of experience in a Level 2/3 Application Support role.
• 2+ years of experience with Unix/Linux operating platforms.
• Familiarity with Unix system administration and security.

Responsibilities

• Act as the primary interface for all issues and requests for Market Data.
• Provide Level 2 hands-on support with minimal escalation.
• Develop and implement best practices for high-quality service.

Skills

Unix shell scripting

Network diagnostic skills

Unix surveillance and troubleshooting tools

Tools

Unix

Perl

Python

SQL

Job description

Job Summary

This role is for a Level 2/3 Application Support professional within the Real‑time Market Data team. The primary responsibility is to provide assistance and escalations to end‑users, other IT groups, and third‑party vendors for market data‑related issues and requests. The successful candidate will act as the primary interface for the Market Data group, taking ownership of all real‑time operations issues, managing multiple activities simultaneously, and resolving issues with minimal escalation to Level 3. This position requires strong analytical skills to support Market Data services, build relationships with service personnel, act as a technical point of contact for external vendors, and maintain the operational call queue according to Service Level Agreements. The role also involves contributing to the development and implementation of best practices, procedures, and documentation, including creating run‑books for new team members.

Key Responsibilities

• Act as the primary interface for all issues and requests directed to the Market Data group.
• Be accountable for all real‑time Market Data operations issues, demonstrating ownership and proactivity.
• Manage multiple activities simultaneously.
• Provide Level 2 hands‑on support, resolving issues independently with minimal escalation to Level 3.
• Offer technical support for all Market Data services within the environment, performing analysis to resolve or escalate issues.
• Develop strong relationships with other service personnel for efficient issue resolution.
• Serve as the technical point of contact for external vendors providing products and services.
• Maintain the Operational Call Queue, ensuring professional and efficient handling of calls per Service Level Agreements.
• Work within a team environment to develop and implement best practices and procedures for high‑quality service.
• Establish and document procedures detailing group roles, responsibilities, escalation paths, and primary functions.
• Develop clear and accurate documentation reflecting the current environment and create run‑books for self‑training of new team members.

Required Qualifications

• At least 3+ years of experience in a Level 2/3 Application Support role.
• At least 2+ years of experience with Unix/Linux operating platforms.
• Strong Unix shell scripting skills.
• Knowledge of Unix surveillance and troubleshooting tools (e.g., netstat, mpstat) and file search facilities (e.g., grep, awk).
• Familiarity with Unix system administration and security.
• Experience with Network and real‑time messaging technologies including Multicast, TCP/IP, UDP, SNMP, and client‑developed data distribution platforms.
• Good network diagnostic skills.

Preferred Qualifications

• Perl programming experience.
• Knowledge of Refinitiv (Reuters) and Exegy vendor systems.
• Knowledge of Perl and Python programming languages.
• Knowledge of SQL.