Production Support Analyst

CGI; Toronto; On-site; CAD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Production Support Analyst to join their dynamic team within the Global Wealth and Capital Markets division. This role involves client interaction, incident management, and ensuring service delivery meets client expectations. You will work with cutting-edge technologies and have the opportunity to resolve critical issues while enhancing the overall client experience. The company promotes a culture of ownership and teamwork, offering a flexible work environment where your contributions are valued. If you are passionate about technology and client service, this position is a perfect fit for you.

Qualifications

• Strong troubleshooting and analytical skills are essential.
• Experience with database administration, primarily Oracle.

Responsibilities

• Build and maintain client relationships for effective service delivery.
• Provide incident and problem management for application issues.
• Support the transition of new clients into Production environments.

Skills

UNIX

Linux

Java applications deployment

Springboot

Tomcat

Kshell

Perl

Oracle

PostgreSQL

Agile methodology

Education

Education in Information Technology

Education in Business

Tools

Tomcat Application Server

Job description

Position Description

CGI has an exciting opportunity for a Production Support Analyst within our Global Wealth and Capital Markets division (GWCM). GWCM creates, maintains and operates industry leading wealth management solutions to serve our clients’ needs for brokerage processing, portfolio management, fund accounting, shareholder record keeping, plan administration, foreign exchange trading and mortgage securitization. Our customers include all the major Canadian banks, and numerous other financial institutions across Canada and the US. Our solutions are provided in an application service provider (ASP) model and are relied upon by our customers on a 24x7 basis.

As a Production Support Analyst you will be having client interface, responsible for understanding the business needs of our customers and ensuring our products and services are delivering upon agreed service levels. Ongoing proactive system maintenance, as well as highly reactive incident and problem management are key components of the role. You will be called upon to lead the diagnosis and resolution of application issues, and providing clients with root cause analysis and recommendations for improvements.

The successful candidate who fills this position will be joining a team of experienced professionals, working with the latest technologies in the market in a dynamic fast-paced environment. You will have the opportunity to interact directly with clients, helping them to resolve critical issues; as well as continuously work to improve our overall client experience. We offer a dynamic and flexible work environment with opportunities to build your career.

Your future duties and responsibilities

• Build and maintain relationships with application owners and managers within our client’s organizations
• Provide incident and problem management – gather key information from supporting sources, determine the appropriate courses of action, and engage & escalate involvement of required resources or management (from CGI, from the customer and/or from supporting vendors), to efficiently resolve issues
• Work closely with onshore and offshore team members, ensuring services are being delivered according to CGI’s commitments
• Support the transition of new clients or projects into Production
• Identify and manage new Production environment hardening initiatives
• Provide and/or review and rationalize estimates that will be provided to other teams
• Ensure accurate billing each month for Production services
• Identify new business opportunities for CGI
• On-call will be required

Required Qualifications To Be Successful In This Role

Required Skillset:

• Key operating platform – UNIX, Linux
• Deployment of Java applications –Springboot/Tomcat
• Scripting tools – Kshell, Pearl
• Database administration experience: Oracle primarily, PostgeSql secondarily

Desired technical skills:

• Application servers, such as Tomcat Application Server
• Agile methodology
• Open to work in a shift and on call rotation to provide 7x24 client support

Certifications and diplomas:

• Education in Information Technology and Business
• Establishing and maintaining effective client relationships
• Good knowledge of Portfolio Management, Mutual Funds, GICs, Registered and Non Registered products such as RRSP, RRIF, TFSA
• Excellent verbal and written communications skills
• Ability to quickly adapt to new technology or concepts
• Ability to work in a team
• Ability to work under pressure
• Apply enthusiasm, drive and initiative to deliver superior service
• Ability to multitask and work in a multi-vendor environment
• Good problem-solving skills; capable of making disciplined decisions in a timely fashion
• Strong troubleshooting and analytical skills

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Come join our team—one of the largest IT and business consulting services firms in the world.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology
• Industries: IT Services and IT Consulting