Application Production Support Analyst

Duration: 12 Months

Employment Type: W-2

Job Description:

• The IT Application Production Support team is part of the Information Technology group, which works simultaneously on a wide range of projects arising from businesses, strategic initiatives, regulatory changes, and reengineering of existing applications to improve functionality and efficiency. The team provides technical and functional support directly to operational users within BP2S.
• 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 day-to-day activities.

· Adherence to documented procedural standards.

· Fully responsible for key activities within the agreed SLA and ITIL process.

· Escalate issues that cannot be resolved, in a timely manner.

· Have a strong Customer Focus to provide a professional support service to clients.

· Flexible approach to working hours to meet the demands of the team. Willing to work on a different day.

· To assist with the streamlining of the support area i.e., suggesting where procedures can be improved without the introduction of risk.

· Maintain Knowledge base and share experience with support team members.

· Use business and application knowledge to investigate issues raised and assist in the production of Incident reports, which form part of the shift handover.

· Resolve user queries/requests.

· Ensure issues are identified, tracked, reported on, and resolved in a timely manner.

· Perform level 1 support and complex analysis of reported issues and evaluate alternative business solutions and workarounds to minimize the impacts.

· Understand the database concepts and provide extractions to users whenever required.

· Participate to the support of the application and undertake the appropriate actions – both functional and technical

· Closely follow up all alerts and monitoring dashboards

· Ensure excellent communication, reporting and escalation as and when needed.

Experience:

· Minimum 4 years of experience in Application production support

· knowledge and experience in Oracle, SQL, UNIX/Linux & Autosys.

· Rotation shift : Summer: 09:30 – 18:30 EST/ 10:30 – 19:30 EST/11:30 – 20:30 PM EST Winter(Nov – Mar) : 09 :00 – 18 :00 EST/ 10 :00 – 19 :00/ 10 :30 – 19 :30 EST

· Rotational Sunday shift

· RTO : 50%

· Candidate should be from Montreal.

· Knowledge of Blue prism application is a huge plus.

· Hands-on experience with scheduling tools, preferably, Ab Initio Control Center

· Secondary Skill – Knowledge of ACE, BRE and Command Center is huge plus.

· Good written and spoken English.

Education:

ITIL Certified Bachelor/master’s degree in computer/IT related In- depth

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.