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Production Support Analyst III / ALMT Support Analyst/Engineer
Location: Montreal QC (Hybrid, 3 Days Onsite)
12+ Months with possible extension

Overview:
The Client Analyst/engineer is responsible and accountable for daily support and health of the production environment for multiple applications in ALMT Client. Such tasks include change, user request, incident, and problem management for the department. As required, functional support and user setup may be performed. The Analyst 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. Assist the user community to resolve technical issues. Coverage during weekend and off-hours are on an "as needed" basis.

Candidate Success Factors:
Candidates to be measured on the following four performance drivers, which will dictate how individual impact is considered on the Americas platform:

• Results and Impact
  • Impacts division and influences peers and team
  • Demonstrates good judgement when making decisions of high complexity and impact
  • Relies on limited guidance for most complex decision making
  • Is responsible for driving outcomes which have meaningful effect on team or department

• Leadership and Collaboration
  • Creates trust with department leaders
  • Acts in leadership capacity for large projects, processes, or programs for a team

• Client, Customer and Stakeholder Focus
  • Able to build relationships with a mix of intermediate and senior colleagues or clients
  • Interacts regularly with management and department leaders
  • Demonstrates the ability to persuade and influence stakeholders at the team level

• Compliance Culture and Conduct
  • Takes full responsibility for personal actions and demonstrates courage in facing problems and conflicts
  • Perceived as a person of high moral character; upholds corporate values and displays high ethical standards”

Responsibilities:
Level 1 and 2 Support

• Active monitoring of production activities
• Perform remediation steps when required
• Interface with external IT communities to resolve incidents
• Work with development community for Level 3 incident escalations
• Log work and effort in support tracking application and work with team and management to reduce recurring issues
• Available for after-hours support activities, when necessary

Change and Request Management

• Responsible and accountable for changes to the production environment for NAR applications
• Work with development community for release prioritization
• Ensure that requests for change adhere to Group and Department Policies
• Available for after-hours and/or weekend change activities, when necessary

Reporting & Special Projects

• Participate in project elaboration phases to ensure application production team is aware of upcoming changes, and the team has required skills for supporting changes post-release
• Regular reporting to line manager for prioritization and escalation
• Conduct and participate in meetings with related communities
• Perform control result analysis and reporting and take up corrective actions as needed
• As required, take up project management responsibilities for special projects

Minimum Required Qualifications

• 7 or more years of professional experience as a Functional Support Analyst and/or similar role
• Experience in Banking / Financial sector with knowledge of financial products
• Backoffice Settlements Systems experience preferred.
• English is mandatory given the interaction with USA based stakeholders

Preferred Qualifications;

• Unix/Linux hands on experience with knowledge of day-to-day commands
• Knowledge/experience in SWIFT and messages types MT/MX
• Basic knowledge of financial products(Bond, IRS, Swaps etc)
• Knowledge/experience in Oracle, CFT, Dynatrace
• Scripting and automation (Shell, Autosys, Ansible, Tower, Jenkins ..._)
• Strong analytical and problem-solving skills.