Support Analyst

Arobas Personnel; Montreal; Hybrid; CAD 75,000 - 95,000; Full time

Job summary

A staffing agency is seeking an experienced Support Analyst for a contract position based in Montreal. The successful candidate will provide Level 1 and Level 2 support, monitor production activities, and troubleshoot issues while delivering timely resolutions. Requirements include 5 years of experience with Sentry, expert proficiency in SQL, and knowledge of ITIL. This hybrid role requires flexibility with on-site presence 3 days a week and strong communication skills to collaborate across different teams.

Qualifications

• Minimum 5 years of experience with Sentry.
• Proven experience as an APS Team Lead with 10+ years.
• Strong knowledge of ITIL and Incident Management.

Responsibilities

• Monitor and support daily production activities.
• Troubleshoot technical and functional issues raised by users.
• Deliver added value by implementing efficient workarounds in BAU.

Skills

Sentry

SQL queries

Dynatrace

Unix/Linux environments

ITIL

Incident Management

Autosys

Tools

DataStage WTX

ServiceNow

C

C++

Java

.NET

Job description

Arobas Personnel is seeking a Support Analyst for a contract position with one of our clients located in Montreal.

Remote : Hybrid- 3 days/week on site

Your Responsibilities

• Monitor and support daily production activities.
• Troubleshoot technical and functional issues raised by users and provide timely resolution within SLA, based on priority and impact.
• Develop a strong functional and technical understanding of existing applications.
• Diagnose and resolve incidents within SLA.
• Maintain effective communication and handovers with teams across different time zones.
• Apply mandatory control measures to prevent recurring incidents.
• Contribute to maintaining a stable BAU environment to ensure timely delivery of commitments.
• Demonstrate flexibility in working hours to meet team requirements; willingness to work on different days if needed.
• Provide guidance and direction to the team, fostering shared values and collaboration.
• Test new functionalities.
• Ensure smooth global communication between APS IT and development teams.
• Deliver added value by implementing efficient workarounds in BAU.
• Analyze and resolve technical issues during production phases; raise problems or change requests when necessary and follow up until patch delivery.
• Suggest improvements to streamline support processes without introducing risk.
• Perform Level 1 and Level 2 support, conduct complex analysis of reported issues/incidents, and evaluate alternative solutions or workarounds to minimize impact.
• Track, report, and resolve issues promptly.
• Closely monitor production alerts and dashboards.
• Ensure clear communication, reporting, and escalation when required.

Requirements

• Minimum 5 years of experience with Sentry.
• Proven experience as an APS Team Lead (10+ years).
• Strong knowledge of ITIL and Incident Management.
• Expert-level proficiency in SQL queries (Oracle SQL / PL-SQL / Sybase).
• Hands-on experience with Dynatrace.
• Advanced knowledge of Unix/Linux environments.
• Familiarity with scheduling tools such as Autosys.

Assets

• Experience with DataStage WTX and file transfer tools (CFT/FTP/MQ).
• Knowledge of cloud computing.
• Programming skills in C, C++, Java, .NET.
• Experience with ServiceNow for metrics collection and ticket analysis.