Technical Support Analyst – Service Desk

Technical Support Analyst – Service Desk

ProViso Consulting

Summary Of Day-To-Day Responsibilities:

• In this role you would be responsible for monitoring client production batch and file transfers, providing incident and management as well monitoring SLA/SLO’s.
• You would be working on the mainframe with distributed systems, using tools such as CA7, TSO,Autosys, Idash, Tibco MFT, ServiceNow and others.
• Batch Operations provides front line support and monitoring of the banks critical batch environment. The primary focus of the team is monitoring / surveillance / L1 support of the following platforms:
o US mainframe batch processing
o CDN mainframe batch processing
o CDN / US Distributed Batch Processing across CA7 and Autosys
o File transmission across TCP / FTP / NDM / Tibco platforms
• Incident Management:
o Effectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholders
o Ensure timely notification and escalation of possible or occurring issues/problems, options, and recommendations for prompt resolution
o Resolution of customer / client requests
• Change Management:
o Provide effective change management discipline, ensuring stability to the production environment
o May perform testing according to test plans, monitor and report on results, and work with others on problem resolution
o Support the installation, configuration, upgrade of business applications/systems in coordination with appropriate stakeholders

Must Have:

• Service desk experience
• PC/Phone Support experience

Nice To Have

• L1 Support experience
• Banking experience

Job Details



12 months



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