Technical Production Support Analyst - Toronto, Canada - BMO Financial Group

BMO Financial Group

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

100 King Street West Toronto Ontario,M5X 1A1

The Service Delivery Advisor (SDA) has accountability for ensuring efficient, reliable, and available technology service delivery to their aligned CIO stakeholder(s).

The SDA provides input, governance and support to their CIO strategies, its portfolios and business products; ensuring socialization within IT Operations Support (ITOS).

He/she oversees service availability and service improvement plans for their Line of Business (LOB), assuring Service Level Agreement (SLA) compliance.

The incumbent is the prime interface for their aligned CIO for all services/issues/concerns/gaps for ITOS.

They are responsible for all aspects of the CIO's relationship with ITOS and work in partnership with Technology teams (DevOps/Engineering), IT Operations and CIO Business Relationship Managers (BRM) to ensure CIO and ITOS standards of service are met or exceeded.

The SDA creates an easy and clear path for CIO interactions with its Technology (Engineering & DevOps) partners and creates confidence in Technology's ability to respond.
Collaborates with Operations Manager, Technology Development, COEs and customers to ensure daytoday operational issues are addressed expediently.
Is responsible for incident and problem reporting (works in concert with Reporting Analysts to ensure integrity of end result) to ensure trends are identified and appropriate actions are taken.
Completes metrics reporting and trending (weekly, monthly, quarterly) for the purpose of communicating to Line of Business (LOB) representatives and Enterprise Infrastructure (EI) executives.
Is responsible for holding weekly client service discussions to identify significant issues or exceptional service efforts.
Ensures business is aware of major changes that affect service and obtains business approval when required.
Follows service restoration and ensures postmortem for root cause analysis is performed to ensure issues are addressed.
Provides recommendations to the business during service disruptions and temporary bypass scenarios to help identify the best solution for both the business and operations.
Participates in Major Incident Recovery Teams and Technical Recovery Teams as required, representing the business while providing impacts and updating the client.
Follows the ITIL (IT Infrastructure Library) process in reporting incidents and problems to ensure a consistent approach is taken in managing issues.
Participates in regular customer service reviews to share service insight and gain client perspective of the service provided.
Is available 24x7 (scheduled oncall) for major issues having business implications to ensure client interests are appropriately represented.
Possesses the ability to effectively translate business speak to technical and viseversa to ensure ongoing communications are clearly understood by all parties.
Managing the daytoday activities of the Problem process
Providing oversight on the progress of root cause investigation performed by Level 2 and
Provides stakeholder communication on Active problems and their investigation progress
Ensure the Coordination for resolution of problems goes through Change Management
Review problems to check for quality and completeness for problems within support scope
Drives the efficiency and effectiveness of the Problem Management process & Discover continual service improvement opportunities
Coordinate and oversee the management of WMT owned problem records
Ensure Problem Records are assigned, properly documented, and closed/updated as per Problem Governance Guidelines

Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments

as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident.

Provides immediate response to
infrastructure per deployment plans and infrastructure build guides.

Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and

- deliverables.

Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.
Supports deployment activities, managing implementation issues to resolution.
Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.
Collaborates and engages with the appropriate areas across the bank.
Develops or helps to develop the knowledge assets required for the operation.
Promotes adherence to standards and industry best practices.
Develops an understanding of organizational interactions and complexity to engage with the appropri