Sr. Technical Support Analyst with Pega Skill (Pega, Unix, Sql, Dynatrace, Elastic Search etc)

Apptoza Inc.; Toronto; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

Apptoza Inc. in Toronto (Hybrid, 4 days in-office) is seeking a Sr. Technical Support Analyst with Pega skill to join RBC Wealth Management Technology and Solutions.

You will provide world-class user support to RBC employees, lead investigations of operational failures, and monitor systems via Dynatrace and ELK. The role requires Pega experience, strong workflow analysis, and excellent communication skills.

Qualifications

• Experience with Pega platform and Pega-based applications.
• Experience with architecture/process workflow analysis and design.
• Deadline-driven and results-oriented; able to meet consistently high quality standards while handling a variety of tasks and deadlines.
• Excellent interpersonal and communication skills (verbal and written).
• Basic knowledge and troubleshooting of SQL, Unix, Job Scheduling, etc.
• Experience with monitoring tools and creating dashboards on ELK stack, Dynatrace, and PagerDuty.

Responsibilities

• Provide world class user support to RBC employees daily, resolving issues promptly.
• Lead investigations of application operational failures through to resolution.
• Analyze Dynatrace dashboards and ELK logs to identify issues and risks.
• Establish and maintain high-quality support documents and processes.
• Collaborate with IT partners to ensure timely issue resolution and knowledge transfer.

Skills

Pega

Unix

SQL

Dynatrace

ELK

Tools

Dynatrace

ELK

PagerDuty

Job description

Sr. Technical Support Analyst with Pega Skill (Pega, Unix, Sql, Dynatrace, Elastic Search etc)

Toronto, ON - Hybrid (4 Days WFO)

6-12 months

Role Descriptions

Job Title: Sr. Technical Support Analyst with Pega SkillWhat is the opportunity?Are you interested in the opportunity to work as an Application Support Analyst? By applying to this job posting| you will be joining the BRAID Application Support team| within the RBC Wealth Management Technology and Solutions group. What will you do?Provide world class user support to a wide variety of RBC employees on a day-to-day basis| resolving issues in a timely fashion with a high level of customer satisfaction.Use your outstanding organizational and communication skills to stay on top of ongoing issues and manage situations involving multiple teams| both technical and business.Perform system health check| monitoring| alerting| and corresponding action as required.Lead the investigation and analysis of application operational failures through to resolution| and drive follow-up for root cause identification.Analyze system monitoring dashboard (Dynatrace)| logging system (ELK)| and other tools to identify potential issues| conflicts| and risks.Responsible for ensuring the production and maintenance of high quality support documents and processes.Write simple SQL queries against database and generate reports.Establish healthy working relationships across variety of IT partners / units and platforms to build influence and impact with key business partners. What do you need to succeed?Must-haveExperience with Pega platform and Pega-based applications.Experience with architecture/process workflow analysis and design.Deadline-driven and results-oriented; able to meet consistently high quality standards while handling a variety of tasks and deadlines simultaneously.Excellent interpersonal and communication skills (verbal and written)Basic knowledge and troubleshooting of SQL| Unix| Job Scheduling etc.Experience with monitoring tools and creating dashboards on ELK stack| Dynatrace| and PagerDutyFlexibility to be part of a rotational on-call support model