IT Production Analyst and Team Lead - Markham - Giesecke & Devrient GB Ltd.

Description

Compensation: $75,000-85,000 plus up to 5% bonus, capped at 150%

Job Summary

The Production Support Analyst is responsible for providing 2nd level support for day to day production support. Collaborates with other functional teams such as Operations, Client Services, Customization and R&D to address issues promptly to maintain business SLA. Leads the Production support team to ensure procedures are followed and the issues are resolved on time with accuracy. Provides great customer service to internal clients and communicates promptly on production issues. In addition, provides analytical data to all stakeholders to share information on production related KPI and trends. This individual should have experience in Ticket resolution system, ability to analyze issues and resolve within the specified SLA's and providing root cause analysis with
recommendations for improvements.

Primary Responsibilities

• Providing in-depth Data Analytics on production issues related to SLA, OLA and Customer
• Taking the lead for production in collaborating with other functional managers to understand the needs, trends and making improvements
• Conduction meetings and presenting production related issues and analytics data on the root cause to managers and executives
• Troubleshoot day to day issues with proper prioritization and meeting SLA with clients
• Working with head office to enable the ticketing tool to capture and required data and presenting dashboards to other respective managers
• Monitoring for production errors, working with operations and customer service
• Effective communication with stakeholders on open and closed tickets with adequate information on time
• Working with Customization and R&D to gain knowledge for the production support team to improve troubleshooting skills on existing and new services
• Identifying repeated challenges related to production issues and working with stakeholders to permanently remediate them
• Provide team lead role for Production Support team with training, load balancing, scheduling, documentation and support
• Act as a subject matter expert investigate and resolve complex incidents/issues
• If assistance from other teams is needed, coordinate efforts for reassessment and quick resolution, Monitor, Support and troubleshoot problems in the production application environment
• Conduct root cause analysis of application incidents and implement recommendations to improve the situation (focusing on permanent solutions)
• Manage the resolutions of day to day issues escalated to Production Support, Respond to stakeholder with the agreed SLA's
• Ensuring the production issues are resolved on time and improving the KPI
• Ensures this procedure is followed as required within Production Support team
• Coordinates any training requirements for personnel within their department and ensures Training Record is documented
• Maintaining technical documentation
• Troubleshooting Data Communication and Printing Issues

Secondary Responsibilities

• Attend daily Production Support meetings
• Other duties as assigned

Qualifications, Experience and Educational Requirements

Work Experience:

• Experience (min 3 years) object-oriented programming languages is required (C++), (C#), .NET

Skills and Competencies:

• Data Analytics skills using Power BI and good expertise on Excel (such as Pivot tables, Charts, Formulas)
• Good knowledge of MS SQL is required (stored procs, functions, queries)
• Excellent understanding of various data/file formats is required (XML, CSV, TXT, MIME)
• Excellent verbal and written communication skills is required
• Agility and able to multi-task
• Ability to work well across many teams and environment is required
• Ability to manage competing priorities across multiple projects is required
• Highly detailed and organized, Ability to work in a fast pace dynamic environment
• Ability to work in Production Support Environment, with problem solving and investigative skills
• Effective working relationships with all functional units of the organization
• Ability to work under pressure to meet production SLA and Operational demands
• Pay attention to details and able to troubleshoot effectively
• Providing good quality of service and providing standard processes
• Working ability to effectively recognize and manage interpersonal communication needs
• Ability to work as part of a cross-cultural team including flexibility to support multiple locations when necessary
• Excellent interpersonal skills in areas such as teamwork, facilitation, flexibility and negotiation
• Able to work independently and team work
• Works under pressure and is able to manage competing priorities, and Meets or exceeds expectations on process turnaround for assigned tasks and follow ups, and issue resolution to closure

Education:

• University degree or College diploma in an IT field is required (Computer Science is an asset)

Working Conditions

• At times, may be required to wear a smock and safety shoes when visiting the production floor
• Sitting for extended periods of time
• Providing 8 hour coverage between 7AM to 7PM
• At times, may be required to work evening or weekends
• Ability to stay behind to ensure production issues are resolved to meet SLA

Additional Information

*This job description is not intended to be all inclusive. The candidate hired will also perform other reasonable related business duties as assigned by the supervisor. The company reserves the right to revise or change job duties as needed. This job description does not constitute a written or implied contract of employment.

By applying to this position you are confirming you possess either a Canadian citizenship, permanent resident status or valid work permit.

Please note: Reference Checks and Credit, Criminal Background Checks will be administered on suitably qualified candidates. Your application will be kept on file for up to two years.

$$ Giesecke+Devrient ePayments Canada, Inc. is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you would like to contact us, please contact Human Resources at