Tech Support Analyst Splunk/Dynatrace

Tech Support Analyst Splunk/Dynatrace

Location: Toronto, ON

Onsite Flexibility: Hybrid 2 days in office, 3 days work from home (anchor days: Wednesday and Friday, flexible); could potentially change to 4 days on-site

Contract Details

• Position Type: Contract
• Contract Duration: 6 months (with potential for extension based on business needs and performance)
• Pay Rate: C$40.00 C$45.00 / Hour (CAD)
• Shift / Schedule: Monday Friday, core business hours 37.5 hours per week, 7.5 hours per day; overtime possible
• Travel Requirements: Not required

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Job Summary

This is a Level 3 application support role on a six-person team, serving as a backfill position. The contractor will have access to customer data and will interact with both internal and external stakeholders. Approximately 25% of the day is spent in meetings. The position offers long-term opportunity, career growth, and development within a globally recognized financial institution known for its strong work culture.

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Key Responsibilities

Customer

• Develop and implement standard support model and processes by using industry best practices
• Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans
• Act as an expert resource providing insight and recommendations based on industry practices and emerging technology trends within application support field
• Define, deploy and/or lead systems / applications activities to support clients and applications
• Identify, recommend, source, negotiate and implement improvements/solutions (buy/build/reuse) to enhance customer experience, availability, and/or reduce cost in support of client needs
• Influence product direction, foresee issues and gaps, identify solutions, and work comfortably with leading edge products that are untested/unproven in the market
• Manage complex application deployment in load balanced service-oriented environment
• May help test, debug, and performance analyze and document environment components
• Troubleshoot initial failures, coordination of resolution efforts and communication with appropriate members
• Work with Architects to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements of the project
• Collaborate with business leaders, IT professionals, vendors / outsourced partners to assess viability/priority of projects/initiatives and ensure issues are clearly communicated
• Lead / contribute to the project management processes; conduct pre and post implementation reviews
• Integrate technical solutions with the business environment, recognizing systems interdependencies and reusability, and ensuring seamless delivery
• Ensure appropriate security levels are established and maintained for processes, information exchange and system implementations
• Provide 2nd and 3rd level support for production incidents as required and provide single point of contact for business communications related to production incidents; escalate as required
• Drive and manage controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resource)
• Work in strategic partnership with development and delivery teams to continually identify and create opportunities to increase application stability of production environment

Shareholder

• Review, define, enforce and influence standards and appropriate quality measures/metrics
• Ensure systems and operational availability meets or exceeds negotiated service levels, and report results as required
• Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
• Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
• Assist in the development/maintenance of comprehensive processes for prevention of issues and participate in problem determination and timely resolution of incidents
• Continuously enhance knowledge/expertise in own area and keep current with emerging industry trends, new technologies and best practices in the external market that can contribute to delivering effective client solutions
• Develop/maintain expertise of system development methodologies, key business initiatives/issues, IT implications for systems/technologies and impact on business solutions
• Identify opportunities to minimize cost, provide recommendations and/or deliver corresponding strategic solutions to support cost effectiveness; drive automation and operational resiliency initiatives
• May develop and/or contribute to negotiations of third party contracts/agreements

Employee / Team

• Work effectively as a team, supporting other members of the team in resolving critical service issues
• Prioritize and manage own workload in order to deliver quality results and meet timelines
• Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/points of interest
• Participate in knowledge transfer within the team and business units
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

Breadth & Depth

• Primary subject matter expert in multiple areas and consults with clients and/or project teams with respect to all aspects of operational support / solutions
• Works independently and/or autonomously as a senior/lead on a diverse range of tasks / operational support of solutions and is relied upon to coach/educate others
• Monitor alerts and create dashboard on platforms such as Dynatrace, Splunk, PagerDuty, and ServiceNow

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Required Skills

• Hands-on experience with ServiceNow
• Hands-on experience with Splunk (must have)
• Hands-on experience with Dynatrace (must have)
• Hands-on experience with PagerDuty
• Hands-on experience with Linux/Unix (must have)
• Hands-on experience with Certificate Management
• Strong understanding of Java/J2EE applications (must have)
• Strong communication skills written and verbal
• Strong problem-solving skills
• Strong analytical skills
• Ability to lead and delegate responsibilities, coaching

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Preferred Skills

• Java, Azure, microservices, or automation certifications
• Lead experience
• Understanding of authentication technologies (SSO, MFA, OAuth, SAML, OpenID Connect)

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Education Requirements

• Undergraduate degree is preferred
• Java, Azure, microservices, or automation certifications are an asset

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Required Experience

• 10+ years of application support, incident, problem, and change management
• 5+ years of banking or financial institution experience

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About the Client

This client is one of North America's largest financial services and banking institutions the sixth-largest bank on the continent by branches serving approximately 22 million customers across Canada, the United States, Europe, and the Asia-Pacific region and employing over 85,000 professionals worldwide. Headquartered in Toronto, Ontario, it operates a full-service financial platform spanning personal and commercial banking, wealth management, insurance, and payment solutions, delivering a comprehensive suite of deposit, lending, investment, and insurance products to individual clients, small businesses, and large enterprises. The organization has earned Great Place to Work Certification for ten consecutive years and is recognized for its sustained commitment to inclusion, diversity, and employee development. Teams span retail banking advisors, commercial lenders, wealth management professionals, risk analysts, and technology specialists making this an exceptional foundation for professionals seeking a globally respected organization with genuine career growth opportunities.

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About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

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Job Number: 26-12825 Industry: Information Technology

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