Production Support Analyst

Client: Banking Client

Role: Production Support Analyst

Job Type: Contract (12 months)

Location: Toronto (2 days/week in office)

Your New Company

Our client, a well-known banking institution, is seeking a Production Support Analyst to join their team.

Your New Role

The MSS Finance Canada team provides support for Accounting, PC applications (SOX and Tier 1 applications), and Shared Strategic Data applications (Tier 2 application) during North American business hours. Following the acquisition, the team lost one resource. To mitigate the impact and reduce the burden of on-call and night shift responsibilities, the team has taken on additional responsibilities to bridge the coverage gap. However, we are now experiencing support challenges during late afternoon and early evening hours. This role is to address these challenges, to ensure the continued maintenance and resiliency of production applications. This role will focus on production service stability, addressing identified risks and controls, implementing essential fixes, conducting incident reviews, and driving performance optimization improvements. The position is critical and demands a diverse skill set to handle a variety of tasks effectively. Responsibilities Monitoring and Alerting o Use monitoring tools to manage applications and respond to technical alerts raised in a timely fashion. o Ensure the SLA based file deliveries are on track and take prescribed actions in case of any issues/delays o Closely monitor repeat incidents to ensure that problem management is alerted, and knowledge management is kept up to date. Incident and Problem Management o Incident Manage and coordinate all raised incidents and service requests that have been escalated to on call support teams with the authority to ensure SLA’s and procedures are adhered to and appropriate tracking & root cause information is updated/recorded prior to closure. o Participate in Major Incident Reviews and Service Improvement Programs as required. o Locate root cause of the incidents, review and assess if problem management required, and update incident/problem tickets. o Work with Problem Management team to proactively avoid incidents. Assessment and Prioritization o Correctly & efficiently categorize and prioritize all incidents and service requests, using standardized processes raised o Ensure that requests and incidents impacting critical business lines are assessed and escalated quickly to ensure minimal disruption and impact. o Ensure relevant stakeholders are informed of known escalations where appropriate o Issue INS / flash report and update them based on the progress made o Keep stakeholder up to date on the status of the issues o Communicate to other stakeholders or other service owners to prevent same issue from happening to other services o Look up knowledge database for the procedures to handle the incidents and answer service requests o Provide solutions to users/business through the resolution of Incidents and Problems. o Execute the procedures with necessary approval is understood and collected o Contact other teams for resolution (e.g. vendor, infrastructure team) o Coordinate with incident management team to involve facilitating the service recovery Incident Ownership o Incident Manage and coordinate all raised incidents and service requests that have been escalated to other teams with the authority to ensure SLA’s and procedures are adhered to and appropriate tracking & root cause information is updated/recorded prior to closure. o Collect the root cause and track for completion of corresponding problem ticket. o Correctly & efficiently record and process all incidents and service requests in line with processes and procedures o Responsible for updating the Knowledge Management database with all relevant information relating to tickets resolved o Ensure accuracy of the recording and metric o Produce MI as required and analyse, as to identify any risks and/or achievement o Own the relationship with the business for the request o Acknowledge and respond to users/business promptly o Handle and resolve customer complaints o Collect and validate information from business that are necessary for further investigation o Clarify business impact on incidents o Keep users/business up to date on the status of the queries/issues reported o Inform users/business on any events or activities o Ensure completion of user/business verification posted service recovery o Maintain key business relationships with users to allow quick assessment of requests and incidents. o Coordinate DR tests o Report service target breach and monitor service metrics, report and initiate corrective actions o Identify threats and vulnerabilities and risks, categorize, estimate probability and escalate o Contribute ideas on more efficient business-IT operations, turn ideas into actions / plans o UAT testing and sign-off of all support related items that will be deployed in production. • Work independently with minimal supervision, closely collaborating with other team members as necessary. • Identify opportunities for innovation within the existing processes in support of the business & technology strategies • Follow all relevant IT policies, processes and standard operating procedures so that work is carried out

What You'll Need to Succeed

MUST HAVE

• 5+ years working experience in SQL Server and Oracle.

• Shift operation, on call service.

• Fluency in English both spoken and written. Experience of interacting directly with business teams.

• Banking experience in reporting space and handling large datasets.

• PL/SQL development & Oracle development techniques preferably in financial domain.

• UNIX experience including script generation.

• Working experience in Version control software, JIRA, Confluence and Jenkins.

• Knowledge on Dotnet and Angular will be add-on.

• Knowledge of batch processing systems/tools (Control-M, Choreographer).

NICE TO HAVE

• Shell Scripting.

• Connect Direct technology (for File transfers).

• Fair understanding of DevOps concepts.

• Understanding of Microservice based architecture, Trade Life cycle or Working experience in Product Control.

What You'll Get in Return

The client is offering a 12-month engagement with a high likelihood of extension and opportunity for growth.

Interested?

If you’re available and interested in this role, please reply with your updated resume and hourly rate requirement.