Production Support Analyst
Job Description

Production Support Analyst

On behalf of our client in the Financial Services Sector, PROCOM is looking for a Production Support Analyst.

Production Support Analyst – Job Description

  • The candidate will work closely with the colleagues in Mississauga, New York, Shanghai and Hong Kong to ensure seamless 24 x 7 supports of applications for Market Sales businesses.
  • In addition, they will work closely with business users, development teams, quality assurance, business analysts as well as infrastructure teams.
  • The support team works shifts through its team members from other locations globally It is anticipated that the role will require substantial hands-on work and project tasks - so both good technical and organizing skills will also be required.
  • The candidate will work on shifts during the day in order for the team to provide on-site coverage between the hours of 7:00am and 7:00pm EST.
  • The candidate must be willing to participate in the work shift Rota and also the weekend support Rota.
  • Provide 1st line technical support via e-mail and phon.
  • Manage and resolve production issues.
  • Perform incident and problem management on resolution, root cause analysis, escalation and prioritization to ensure process completion to service level agreements.
  • Liaise with users and all other technology groups.
  • Develop to be a Subject Matter Expert (SME) of Market Sales applications.
  • Handle production issues and outages effectively with good knowledge of the systems.
  • Perform appropriate problem-solving tasks before escalation to other teams.
  • Provide ticket analysis to be used for monthly reports to development and business.
  • Ensure the stability of applications by proactively seeking ways of improving stability by driving key initiatives like capacity planning, resiliency/failover projects and monitoring enhancement.
  • Provide ideas and conduct efficiency and effectiveness improvements in applications and support processes.
  • Streamline process and automate repetitive tasks to reduce manual work.
  • Perform Change Management, application deployment activities of application or infra activities on production environment.
  • Participate and provide support in onboarding of any new application components.
  • Create and maintain a knowledge base to provoke knowledge transfer within the team.
  • Represent Market Sales support team in specific project streams like production access control, batch job analysis, resiliency, stability and efficiency governance groups across support organization.

Production Support Analyst – Mandatory Skills

  • 1 - 3 years' experience working in a support environment.
  • Understanding of problem management methodologies
  • Experience using call/ticketing software, Linux
  • Basic knowledge of financial markets and products.
  • Experience with real-time monitoring systems like ITRS.
  • Experience with issue tracking and reporting tools such as ServiceNow, JIRA.
  • Microsoft - Strong knowledge of Microsoft based operating systems
  • Experience using/troubleshooting Office with emphasis on Word, Excel and PowerPoint PC
  • Basic understanding of hardware setup and configuration
  • Familiar with Linux commands and shell scripting
  • Functional knowledge of SQL and basic understanding of database systems in Oracle, Sybase or MS SQL
  • Programming skills: Linux shell scripting, Perl, Python, Java, SQL, HTML, web services.
  • Experience with monitoring tools like ITRS and one-click deployment tools such as uDeploy
  • Understanding of IP networks + ability to analyze and monitor network traffic
  • The ideal candidate should be technically astute, well organized, and proactive and be comfortable discussing issues with business and technical users at all levels.
  • Possess good multi-tasking skills.

Production Support Analyst - Assignment Start Date

ASAP – 6 months to start

Production Support Analyst - Assignment Location

Mississauga, ON

Job Requirements


Company Overview

For 35 years, Procom has been pushing the envelope in North American IT staffing solutions. Driven by a senior management team of seasoned recruitment professionals, we have offices in 14 locations in the US and Canada and service all major IT markets.

When we started out in 1978, tech jobs were just being integrated into the workplace. We have been a part of shaping the landscape of IT in Canada ever since, placing IT consultants in major businesses in all sectors, including banking, telecommunications, and retail.

Through all the peaks and valleys of the IT industry, we have consistently done one thing: helping IT professionals discover the next chapter in their career.

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