IT Production Support Analyst

Job Title: IT Production Support Analyst
Location: Montreal, QC
Duration: 12 Months

The role will mainly focus on technical monitoring & support for the application and infrastructure services. Ensuring all production events are recorded and escalated in a timely manner. This includes creating incidents and escalating the issues to concerned support teams. During release deployments and other planned downtimes, the GSS Command Centre will be responsible for stakeholder communications and orchestration of the activities across different teams. The front-line support will be responsible to identify the gaps in processes and suggest improvements. The role will require the person to be familiar with tools like Dynatrace, Geneos, Cyberark, Service Now and Confluence.

Technical Skills

1. Experience in technical production support, including monitoring, troubleshooting & deployments of Java applications.
2. Knowledge on Linux, Windows, middleware & Oracle DB.
3. Knowledge on production tools like Dynatrace, Geneos, Service Now, Autosys etc.
4. Understanding of ITIL concepts and IT service management best practices (certification will be preferred).
5. Good knowledge of any scripting language (Python/Powershell/Shell/VBA) will be preferred.
6. Knowledge of creating reports using PowerBI/Excel/PowerPoint/ServiceNow dashboards etc.
7. Knowledge of French (verbal & written) will be considered an asset along with English proficiency required for this role.

Behavioral Skills

1. Open to work in a 24X7 Command Center Support team in FTS model.
2. Competent to diagnose and troubleshoot basic technical issues.
3. Ability to provide step-by-step technical help, both written and verbal.
4. Proficient in problem-solving by collaborating with various teams.
5. Dynamic approach in managing different situations & stakeholders during incidents.

Qualification

1. Bachelor’s degree in computer science, information technology or equivalent.
2. Prior experience (3 -5 years) in production support project preferably for a bank.

Weekend Shift: Saturday and Sunday rotational as needed, same working hours. Hybrid, 3 days at office including one Monday or Friday per week.

Mindlance Consulting Inc. (AP-2303285) is a licensed temporary staffing agency in the province of Quebec.

Mindlance is an equal opportunity employer. We are committed to inclusive, equitable, barrier-free recruitment and selection processes, and work environment. We will be happy to work with applicants requesting accommodation at any stage of the hiring process.