TekWissen LLC
Location
Canada | United States
Job description
Overview:
TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is a company who is a provider of banking and financial services. The company operates through two divisions, Retail Banking and Services, and Corporate and Institutional Banking
Position: Application Production Support - Sentry
Location: Montr al QC H3A 2A6
Duration: 12 Months
Job Type: Contract
Work Type: Onsite
Job Description:
Technical support analyst is accountable for daily support and health of the IT production environment for fund accounting applications.
Such tasks include change, request, incident, and problem management for the department.
Providing support requires understanding the functionality and extensive knowledge on Sentry.
The Analyst shall serve on a team which acts as the first point-of-contact (Level 1 and 2): the role will be to receive, to record, and to understand issues, debug and fix technical issues, suggest improvements, if required route unknown issues to Level 3 support staff, and to then communicate the resolution to the requestor.
Assist the user community to resolve technical issues.
Coverage during weekend and off-hours are on an "as needed" basis.
Flexible approach to working hours to meet the demands of the team.
Willing to work in different day if required.
Responsibilities
Monitoring and supporting the day-to-day production activities.
Trouble shooting technical and functional issues raised by user and provide resolution within SLA based on the priority and impact.
Develop good understanding of the existing applications (functional & technical)
Diagnosing and resolving incidents within SLA.
Ensure daily communication & transition with teams from other time zones.
Mandatory control measures to be applied to avoid recurrent Incidents.
Contribute to maintain a very stable BAU to send deliverables on time and match with the deadlines.
Flexible approach to working hours to meet the demands of the team. Willing to work in different day if required.
Provide guidance, instruction, direction to their team and help team create and maintain shared team values.
Testing of new functionalities.
Internal Global Communication between APS IT and development teams.
Providing an added value to set efficient work around in BAU.
Analysis and solving technical issues during production phases, raise problem/change requests if required, ensure the follow up of issues until the delivery of patch corrections.
To assist with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk.
Perform level 1/2 support and complex analysis of reported issues/incidents, and evaluate alternative business solutions and workarounds to minimize the impacts. Ensure issues are identified, tracked and resolved in a timely manner.
Avoiding recurring incidents
Closely follow up all production alerts & monitoring dashboards.
Ensure excellent communication, reporting and escalation as and when needed.
KEY SKILLS AND QUALIFICATIONS
Bachelor's degree in computer/IT/Software engineering required; advanced degree considered a plus.
Minimum 5years Sentry experience.
Knowledge of ITIL and Incident Management.
Expert knowledge and experience in SQL Queries (Oracle SQL / PL-SQL/ Sybase)
Knowledge of Dynatrace.
Expert Knowledge & experience of working in Unix/Linux environment.
Knowledge of schedulers (Autosys, Control M), DataStage WTX and file transferring (CFT/FTP/MQ) would be an advantage.
Knowledge of cloud computing.
Knowledge of programming language (C. C++, Java, .Net).
Good written and spoken English
Must have worked on Collecting Metrics & Analyzing the request/tickets
Able to communicate efficiently
Good Team Player
French/English
Domain:
Prior business analysis experience in Sentry support environment
Soft skills :
Autonomous: being able to lead investigations to solve issues by mobilizing all resources/departments requested.
Flexibility: be ready to be involved in late shift.
Ability to report: Keeps his/her superiors informed about his/her activities and the progress of his/her files in an effective way.
Draws attention to useful information, risks and sensitive points.
Client focus: Does everything possible to achieve internal or external customer satisfaction by identifying the customer's needs and providing them with the appropriate solution.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
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