Application Support Analyst - Montreal, Canada - Axelon Services Corporation

Description

• Technical support analyst is accountable for daily support and health of the IT production environment for fund accounting applications.
• Such tasks include change, request, incident, and problem management for the department. Providing support requires understanding the functionality and extensive knowledge on Sentry . The Analyst shall serve on a team which acts as the first point-of-contact (Level 1 and 2): the role will be to receive, to record, and to understand issues, debug and fix technical issues, suggest improvements, if required route unknown issues to Level 3 support staff, and to then communicate the resolution to the requestor. Assist the user community to resolve technical issues.
• Coverage during weekend and off-hours are on an "as needed" basis.
• Flexible approach to working hours to meet the demands of the team.
• Willing to work in different day if required.

• Monitoring and supporting the day-to-day production activities.
• Trouble shooting technical and functional issues raised by user and provide resolution within SLA based on the priority and impact.
• Develop good understanding of the existing applications (functional & technical)
• Diagnosing and resolving incidents within SLA.
• Ensure daily communication & transition with teams from other time zones.
• Mandatory control measures to be applied to avoid recurrent Incidents.
• Contribute to maintain a very stable BAU to send deliverables on time and match with the deadlines.
• Flexible approach to working hours to meet the demands of the team. Willing to work in different day if required.
• Provide guidance, instruction, direction to their team and help team create and maintain shared team values.
• Testing of new functionalities.
• Internal Global Communication between Client IT and development teams.
• Providing an added value to set efficient work around in BAU.
• Analysis and solving technical issues during production phases, raise problem/change requests if required, ensure the follow up of issues until the delivery of patch corrections
• To assist with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk.
• Perform level 1/2 support and complex analysis of reported issues/incidents, and evaluate alternative business solutions and workarounds to minimize the impacts. Ensure issues are identified, tracked and resolved in a timely manner.
• Avoiding recurring incidents
• Closely follow up all production alerts & monitoring dashboards.

• Bachelor s degree in computer/IT/Software engineering required; advanced degree considered a plus.
• Minimum 5years Sentry experience.
• Knowledge of ITIL and Incident Management.
• Expert knowledge and experience in SQL Queries (Oracle SQL / PL-SQL/ Sybase)
• Knowledge of Dynatrace.
• Expert Knowledge & experience of working in Unix/Linux environment.
• Knowledge of schedulers (Autosys, Control M), DataStage WTX and file transferring (CFT/FTP/MQ) would be an advantage.
• Knowledge of cloud computing.
• Knowledge of programming language (C. C++, Java, .Net).
• Good written and spoken English
• Must have worked on Collecting Metrics & Analyzing the request/tickets
• Able to communicate efficiently
• Good Team Player
• French/English