Specialist, Production Support - Kitchener, Canada - Definity

Definity

Verified Company

Kitchener, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job

ID :
6494

Category :
Technology Solutions

Brand :
Definity

Regular/Temporary :
Regular

Fulltime/Parttime :
Full Time

Location :
Kitchener, Canada

Definity includes some of Canada's most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance.

With strong roots that date back to 1871, we've grown to become a digital leader in the insurance industry. We're proud to help our clients and communities adapt and thrive in a world of constant change.

Our promise to you:
It's better here. Why? Because we CARE, and we provide an employee experience that's collaborative, ambitious, rewarding, and empowering.

Our ambition is to be one of Canada's leading and most innovative P&C insurers. Come be a part of our journey, and love what you do.

Definity offers a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with.

Leaders partner with their teams to find the right balance of on-site and remote work that best meets the needs of their teams, colleagues, brokers and customers, while ensuring collaboration, teamwork and accountability for goals.

Summary:

This role is for a Specialist on production support team.

The role is primarily focused on triage and troubleshooting issues related to front end stack deployed for our customer facing lines.

What you'll be doing

Triage and troubleshoot issues on front end technology stack written on Angular, HTML5, Ruby on rail, Mobile App(Swift and Kotlin), BFF (Typescript / NestJS)
Drive correlation between front end failures and backend transaction
Incident ownership investigate and assess the magnitude and implications of systemrelated production issues quickly and effectively, and resolve and present the best approach to resolution
Resolve any issues associated with an external broker and customerfacing systems and internal IT to determine the best approach to a resolution, and provide recommendations to management
Work to ensure existing production issues/problems are minimized or eliminated through creative problem solving, automation and a solid concept of products, technology and people
Quarterback escalations (P1/P2) with a focus to ensure the escalation process is adhered to. You'll act as a liaison for dialogue between the varying business units, IT support personnel and core liaison for external vendors and Economical
Work with developers and QE to come up with creative ways of automating manual monitoring and any other manual processes
Ensure service levels are met in providing assistance, including accepting ownership of the incident from identification to closure or reassigning code defects to the appropriate team for handling
Monitor services and perform trend analysis to take proactive steps to action unnecessary customer impacts and escalate as appropriate
You'll take ownership for reviewing complex errors, consulting and delegating work to the operations team for handling or in extreme situations, direct handling
Responsibilities will require being "on call" and may require evening and weekend work in response to the needs of the systems being assisted.

What you bring to the role

Degree in Computer Science preferred or an equivalent combination of education and work experience

- knowledge to support front end and mobile related tech

Knowledge of Digital Technologies & Tools: Angular, Ruby on rails, HTML5, jQuery, Node, Apache
Ability to troubleshoot issues related to Swift and Kotlin, Typescript / NestJS(Express/NodeJS)
Experience with AppDynamics, ServiceNow, JIRA, Confluence, and Jenkins is a plus

- knowledge related to Digital, Guidewire and integration products and Service Now ITSM modules (incident, problem and change)

Certifications and education include:
ITIL V3 Foundation, Guidewire, GIE and IIC will be added advantage

An indepth comprehension of IT Service Management, Technical assistance and troubleshooting, in an Enterprise scale environment
Excellent communication skills, clientfocused and resultsoriented
Knowledge of Kubernetes, Cloud Platform technologies AWS/GCP is desired
Excellent analytical and problemsolving skills
Ability to work and manage in a fastpaced environment under tight deadlines
Exceptional takecharge attitude with a strong sense of urgency
Open to work on Oncall roster

Go ahead and expect a lot — you deserve it, and we've got it:

Hybrid work schedule for most roles
Company share ownership program
Pension and savings programs, with companymatched RRSP contributions
Paid volunteer days and company matching on charitable donations
Educational resources, tuition assistance, and paid time off to study for exams
Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to pro