IT production support analyst M/F

CACEIS; United States; Hybrid; USD 70,000 - 100,000; Full time

Job summary

CACEIS is seeking an IT production support analyst to back follow-the-sun operations in Canada across Fund services, Administration, Custody, and Cash Clearing. The role interfaces with business support, IT lines in Paris/Luxembourg, and the quality-of-service team to ensure production stability.

Applicants should have a IT background, 3–5 years of experience in IT service management, and strong communication skills. A hybrid work model is offered in North America and Europe.

Qualifications

• Bachelor's or Master degree in information technology, engineering, or finance/banking industry.
• Certification (ITIL is a +).
• 3-5 years of experience in IT service management or similar.
• Experience in finance, banking or insurance preferred.

Responsibilities

• Provide production support for business areas, improving configurations with providers/IT teams.
• Resolve incidents (minor and major) per group processes and procedures.
• Monitor, analyze, and report root causes of production disruptions; suggest preventive actions.
• Test and validate functionality of applications within the business perimeter.
• Maintain communication with business users and IT teams; assist with major incident processes.
• Coordinate testing and sanity checks during weekend changes and daily operations.

Skills

Inter-team collaboration

Education

Bachelor's/Master in IT/Engineering/Finance

ITIL certification

Tools

Remedy

ServiceNow

Jira

Job description

CACEIS is the asset servicing banking group of Crédit Agricole and Santander dedicated to asset managers, insurance companies, pension funds, banks, private equity and real estate funds, brokers and corporate clients.

As part of its growth, CACEIS is looking for IT production support analyst to support its follow the sun operations in Canada on many business areas (Fund services & administration, Custody & Cash Clearing)

IT production analyst will work side by side with the business support areas as well as their IT Lines headquarters (in Paris and Luxemburg for some). They will often interact with the quality-of-service team (in charge of the overall production stability) as well as infrastructure & service providers and also data feeding vendors.

Main responsibilities:

• Support business operations area on functional issues raised on their areas by improving or performing systems configurations in order to resolve them with the help of the necessary providers / vendors or IT teams.
• Quality and support to solve technical incidents (Minor and major incident) for infrastructure support- and the related providers. All of it in accordance with group processes and procedures.
• Monitor, analyze and reports root cause of system/ production disruption and include recommendations to prevent the reoccurrence of glitches and defects with the help of the necessary providers / vendors or IT teams.
• Monitor and test functionally the applications perimeter used in the business area.
• Keep communication and information up to date to their business users and also other IT teams as well as operational risk (through the major incident process)
• Be aware and participate to change management/release planning to follow on a day to day / week to week basis any possible disruptions of production on given perimeter.
• Coordination of testing and sanity checks during weekend changes and releases as well as daily IT operational checks.
• Enrich procedures & documentation about production issues and resolved case. Keep processes around production support at his best possible efficiency.

Geographical area

America, Canada

City

hybrid

Bachelor Degree / BSc Degree or equivalent

• Bachelor's or master degree in information technology, engineering, or finance/Banking industry (with a strong IT appetite)
• Certification (ITIL is a +)

Level of minimal experience

3-5 years

Experience

• Junior: 0-2 years of experience working either in IT service management, or a similar role (technical help desk, Incident management)
• Experienced:2-6 years of experience working either in IT service management with ability to quickly acquire a functional or technical understanding.
• Senior: > 6years of experience working in IT service management /Infrastructure or as IT Business analyst.

For all levels Experience in Finance, banking or insurance industry is preferred.

Required skills

• Excellent people skills and ability to collaborate inter teams and several providers

Strong problem solving, analytical, and time management skills as well as resistant to pressure.

Strong written and oral communication skills.

Technical skills required

Strong IT background (either in applicative development or in infrastructure area)

Understand or experience in datafeeding: MQ, FTPs,

Understand or experience in SQL (preferably Oracle): Standard query like select or update

Understand or experience in IT incident and problem management procedures of a defined perimeter (preferably in banking/finance or insurance)

Strong knowledge (& reporting) of IT ticketing system like Remedy, Service Now and Jira

Languages

Languages

General information

Entity

CACEIS is the asset servicing banking group of Crédit Agricole dedicated to asset managers and institutional investors.

Entity

CACEIS is the asset servicing banking group of Crédit Agricole dedicated to asset managers and institutional investors.

Through offices across Europe, North and South America and Asia, CACEIS offers a broad range of services covering execution, clearing, forex, securities lending, custody, depositary, fund administration, fund distribution support, middle-office outsourcing and issuer services.

CACEIS is a consolidator in the European asset servicing market and posts sustained growth in its business activities. The group holds €5.3 trillion in assets under custody and €3.4 trillion in assets under administration (figures as of 31 December 2024)

By working every day in the interest of society, we are a Group committed to diversity and inclusion and place people at the heart of all our transformations. All our job offers are open to persons with disabilities..