Duration: 1 year (Extension possible)
Schedule: M-F, core business hours (37.5 hours per week, 7.5 hours per day, there could be evening and weekend work which will be both on-call and planned)
Rotation: Yes – rotating through the on-call shifts and planned activities
Location:
- Hybrid: currently 2 days on site, moving to 4 days on site as of Nov 3
- Anchor Days: London – Monday and Tuesday, Toronto – Tuesday and Thursday
Provides a broad range of systems / application support, research and analysis, administration, performance availability monitoring and management for own area.
KEY ACCOUNTABILITIES
CUSTOMER
1. Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate
2. Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
3. Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
4. Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met
5. Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
6. Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible
7. Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
8. Deliver effective and defect-free support (application, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
9. Interact with clients to provide quality service/solutions consistent with objectives and client requirements
10. Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations
11. Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
12. Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
13. Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business
14. May develop a working relationship with 3rd party vendors as required to fulfill support requirements
15. Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria
16. Develop understanding of technical aspects of project / break-fix development related to the application and provide advice/guidance to Developers and Solution Designers
17. Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance
18. Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues
19. Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages
20. Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system
SHAREHOLDER
21. Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required
22. Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing
23. Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
24. Ensure effective change management discipline is use
25. Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
26. Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
27. Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs
28. Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
29. Make effective use of the cost management processes in place in own unit
30. Continuously enhance knowledge/expertise in services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery
31. Keep current with industry and/or business trends
32. May perform testing according to test plans, monitor and report on results, and work with others on problem resolution
33. As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines
EMPLOYEE / TEAM
34. Work effectively as a team, supporting other members of the team in resolving critical service issues
35. Prioritize and manage own workload in order to deliver quality results and meet timelines
36. Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
37. Participate in knowledge transfer within the team and business units
38. Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
39. Participate in off hours support and on call rotation to support scheduled, or break/fix activities
BREADTH & DEPTH
40. Performs work on all aspects of the application/system support
41. May act as a reference for team members or clients
42. Applications/systems are moderate to highly complex and performed under minimal management supervision
43. Actively involved in resolving client applications issues
44. May configure, upgrade, administer business applications in co-ordination with appropriate stakeholders
45. May develop scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment
46. Performs problem determination including data gathering and analysis
MUST-HAVE Hard Skills:
47. 2-4 years of experience within application support
48. 2-4 years of experience using Java, Spring boot, SQL, Linux/Unix, Azure
49. Experience using Monitoring tools/Logs monitoring (Dynatrace, Splunk, Datadog, etc.)
50. Degree/Certifications Required: Post secondary is preferred, Azure certifications are a nice to have
51. Preferred Candidate Background: Someone who has come from a support role within financial, banking or insurance institutions or a large corporation (Level 2-3 experience).
SOFT SKILLS:
1.) Strong communication
2.) Positive attitude and takes initiative
3.) Strong analytical skills and has a problem- solving mindset
NICE-TO-HAVE
1.) Experience using ServiceNow, Jira
2.) Azure certifications
3.) Banking, financial or insurance background