IT Analyst – Technical Support

Candidate Profile Details:

• Degree/Level of Education: Undergraduate degree is preferred
• Certifications Required: Java, Azure, microservices, automation certifications are an asset
• Years of Overall Experience: 10+ years of experience
• How will performance be measured: meeting timelines and hitting deliverables, quality of work

Summary Of The Role:

• Typical Day-to-Day Responsibilities: see below
• How much time is being spent in meetings – 25% of day is spent in meetings
• Who are they interacting with (internal/external) – internal and external
• Will the contractor have access to any customer data? Yes

Key Accountabilities – Customer:

• Develop and implement standard support model and processes by using industry best practices
• Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans
• Act as an expert resource providing insight and recommendations based on industry practices and emerging technology trends within application support field
• Define, deploy and/or lead systems/applications activities to support clients and applications
• Identify, recommend, source, negotiate and implement improvements/solutions (buy/build/reuse) to enhance customer experience, availability, and/or reduce cost in support of client needs
• Influence product direction, foresee issues and gaps, identify solutions, and work comfortably with leading edge products that are untested/ unproven in the market
• Manage complex application deployment in load balanced service-oriented environment
• May help test, debug, and performance analyze and document environment components
• Troubleshoot initial failures, coordination of resolution efforts and communication with appropriate members
• Work with Architects to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements of the project
• Collaborate with business leaders, IT professionals, vendors / outsourced partners to assess viability/priority of projects/initiatives and ensure issues are clearly communicated
• Lead/contribute to the project management processes conduct pre and post implementation reviews
• Integrate technical solutions with the business environment, recognizing systems interdependencies and reusability, and ensuring seamless delivery
• Ensure appropriate security levels are established and maintained for processes, information exchange and system implementations
• Provide 2nd and 3rd level support for production incidents as required and provide single point of contact for business communications related to production incidents, escalate as required
• Drive and manage controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resource)
• Work in strategic partnership with development and delivery teams to continually identify and create opportunities to increase application stability of production environment

Shareholder:

• Review, define, enforce and influence standards and appropriate quality measures/metrics
• Ensure systems and operational availability meets or exceeds negotiated service levels, and report results as required
• Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
• Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
• Assist in the development/maintenance of comprehensive processes for prevention of issues and participate in problem determination and timely resolution of incidents
• Continuously enhance knowledge/expertise in own area and keep current with emerging industry trends, new technologies and best practices in the external market that can contribute to delivering effective client solutions
• Develop/maintain expertise of system development methodologies, key business initiatives/issues, IT implications for systems/technologies and impact on business solutions
• Identify opportunities to minimize cost, provide recommendations and/or deliver corresponding strategic solutions to support cost effectiveness, Drive automation and operational resiliency initiatives.
• May develop and/or contribute to negotiations of third party contracts/agreements

Employee/Team:

• Work effectively as a team, supporting other members of the team in resolving critical service issues
• Prioritize and manage own workload in order to deliver quality results and meet timelines
• Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
• Participate in knowledge transfer within the team and business units
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

Breadth & Depth:

• Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of operational support / solutions
• Works independently and/or autonomously as a senior/ lead on a diverse range of tasks / operational support of solutions and is relied upon to coach/ educate others
• Monitor alerts and create dashboard on platforms such as Dynatrace, Splunk, PagerDuty, and ServiceNow.

Must-Have Hard Skills:

• Hands-on experience with:
o ServiceNow
o Splunk (must have)
o Dynatrace (must have)
o PagerDuty
o Linux/Unix (must have)
o Certificate Management
o Strong understanding of Java/J2EE applications. (must have)
• 10+ years application support, incident, problem, and change management
• 5+ years of banking or financial institution experience

Soft Skills:

• Strong communication skills – written and verbal
• Strong problem-solving skills
• Strong analytical skills
• Ability to lead and delegate responsibilities, coaching

Nice-To-Have:

• Java, Azure, microservices or automation certifications
• Lead experience
• Understanding of authentication technologies (SSO, MFA, OAuth, SAML, OpenID Connect).

Interview process:

• 1 steps, in person, 1 hour – technical assessment (scenario based)

Please note:

• AI is not used to screen, assess, or select candidates.
• This role reflects an existing vacancy at the time of posting.