Application Production Support Analyst

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.

Position: Application Production Support Analyst

Location: Montr al QC H3A 2A6

Duration: 24 Months

Job Type: Temporary Assignment

Work Type: Onsite

Shift: 8.00AM-5.00PM

Job Description:

DEPARTMENT

• The Global Markets Application Production Support (APS) group provides technical and functional support directly to the Front, Middle and Back Office in the Americas region and delivers solutions providing discreet functionality to the users.
• The supported systems are used globally with major server hubs in London, NY, Tokyo and Singapore. APS teams are Continuous Improvement oriented.
• They contribute to and lead regulation, industrialisation and automation projects.

RESPONSIBILITIES

Production Support

• Act as first line of contact for production environment and provide Level1 & Level2 functional and technical support.
• Coordinate with Level3, DEV and Infra teams about new and recurring production issues and help in root cause analysis and timely resolution.
• Pro-actively monitor, manage, and improve availability and performance of the production environments and application layers to middleware and databases.
• Monitor application components and in-out data with the help of provided tools and act proactively to prevent data issues, performance issues and application crash.
• Ensures issues/incidents are logged in the incident management system on time with relevant details (description, root cause, outage, downtime, dependencies, executive summary etc.)
• Liaise and communicate with upstream / downstream applications support teams for timely data flow and resolving any open issues.
• Contribute to projects related with updates, upgrades, obsolescence and vulnerabilities. Making sure these software/hardware updates/upgrades are meeting timeline. Making sure these updates / upgrades are timely communicated and followed upon for completion.
• Maintain and create procedure and process documentations.

Release, Maintenance and Project:

• Participate in release cycles for functional validation on staging, pre-production, and production environments.
• Release deployment, post release checks, follow communication.
• Liaises with the Development teams to ensure enhancements and bug fixes are prioritized.
• Participates in regular and required DRP and BCP exercises.
• Coordinate with Infrastructure teams on events of patching & upgradation of servers to ensure the applications are stable & running after the infra work.
• Execute and or coordinate related projects like obsolescence, migrations, application upgrade and IV2 (Cloud)

KEY SKILLS AND QUALIFICATIONS

EDUCATION

• Master/Bachelor or degree in Computer Science or IT Systems
• Minimum 6 years of Application Production Support experience (Relevant)

Technical Skills:

• Excellent knowledge and experience on systems like UNIX and Linux
• Excellent knowledge and experience of databases like ElasticSearch and Postgres
• Proficient experience on databases like Oracle and SQL
• Proficient experience on systems like Windows
• Working experience of IT tools like Dynatrace, ServiceNow, Autosys, Jenkins, Geneos.
• Experience in scripting skills or automation like Python, Perl, and PowerShell
• Working knowledge of file transfer protocols/tools like - CFT, FTP & SFTP

Leadership & Communication:

• Autonomous, self-motivated and motivate new joiners in team, mentor for new joiners in team.
• Train new and existing members - to improve their knowledge and skillsets.
• Excellent communication skills to review the incidents, change, problem and request management procedures, processes, and guidelines. Able to guide teams on these and changes to come in future.
• Able to confidently engage with stakeholders on topics related to application and production support.
• Proactively engage with sponsors and business stakeholders to understand the VoC and absorb feedback in constructive manner.
• Openness to accept the new problems and issues and look for ways to solve.
• Positive attitude to own existing and new issues in the applications and productions. Find ways to collaborate to find solutions to the problems.
• Inculcate the environment of positive mindset towards suctioning and problem solving.

Language

• English and French

Availability:

• Flexible in working on public holidays and weekend support (as required)
• Flexible in working in different shifts (as required)

TekWissen Group is an equal opportunity employer supporting workforce diversity.