IT Analyst V - Technical Support#26-34719

$35.91-$39.92 per hour

Toronto, ON, Canada

Hybrid

Job Description

Our client, a Banking company, is looking for a IT Analyst V - Technical Support for their Toronto, ON/Hybrid location.

Responsibilities:

Customer:

Develop and implement standard support models 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 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.

Requirements:

Must-have hard skills:

Hands-on experience with:

ServiceNow

Splunk (must have)

Dynatrace (must have)

PagerDuty

Linux/Unix (must have)

Certificate Management

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).