Application Support Analyst - second level support client issues, technical issues, system​/web site outages

Application Support Analyst

Line of Business:
Capital Market Risk (CM Risk)

Duration: 12 months

Remote/Hybrid:
Hybrid

- Core day(s)? Tuesday or Thursday

- Additional Friday per month? Yes, second Friday of the month

Office

Location:

81 Bay 19th Floor

Work Schedule (hours per week, start time): 37.5 Hours/week, 9-5 Monday to Friday

Responsibilities:

You will be responsible for providing analysis and second level support on client issues, technical issues, system/web site outages and questions from all Internal and External application by maintaining, prioritization and addressing to respective The Bank's Technology groups and Vendors. You will also be responsible for maintaining the production applications and day-to-day operational activities, manage escalations and modify established procedures / approaches to suit specific situations including 24 x 7 support and coordination of recovery efforts.

Production Support – Investigate and define operational issues and prioritize based on severity, risk and/or strategic business needs. Manage issue logs and Contact Centre requests. Design and implement solutions to prevent recurrence with the end goal of ensuring clients satisfaction.

Partnership – Work as a regular liaison with business partners, technology partners, senior management team, internal and external clients. Ensure internal clients are well-informed of the team mandate and nature, including relevant policies and legislation changes. Promote and support the concepts, products and services of the Channel Support area.

Projects Delivery – Act as subject matter expert in the assessment of impacts for planned system changes and projects, ensuring compliance with relevant organization standards (Business, Continuity, Security, Compliance, and Privacy); develop and maintain productive relationships with Technology, QA, Project team and others. Research, analyze and support the development and implementation of new and/or revised policies, procedures and standards. Investigate, analyze and provide recommendations on issues and system outages.

Must Have Requirement:

- Experience with Feedhub and Autosys

- 3-4+ years in Application Production Support

- Unix (KSH) and Windows Power Shell scripting

- Service Now for incident and change management

- Client-facing experience

- Understanding of cloud platforms (Azure, AWS, Google Cloud)

Nice to Have:

- Jira (no-code scripting)

- Confluence

- Agile methodology exposure