IT Support Analyst IV

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* Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate
* Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
* Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
* Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met
* Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
* Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible
* Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
* Deliver effective and defect-free support (application, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
* Interact with clients to provide quality service/solutions consistent with objectives and client requirements
* Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations
* Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
* Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
* Monitor system life cycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required
* May monitor the performance of the environment by using meaningful metrics
* Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing
* Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
* Ensure effective change management discipline is use
* Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
* Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
* Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs
* Work effectively as a team, supporting other members of the team in resolving critical service issues
* Prioritize and manage own workload in order to deliver quality results and meet timelines
* Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
* Participate in knowledge transfer within the team and business units
* Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
* Undergraduate degree or Technical Certificate
* 3-5 years relevant experience
* 3+ years of experience in Production Support, Application Support, Operations Support, or IT Support roles.
* Strong troubleshooting and analytical skills in complex production environments.
* Experience with Service Now, incident management, and operational support processes.
* Understanding of ITIL practices including Incident, Problem, Change, and Knowledge Management.
* Experience supporting mission-critical business applications.
* Strong communication skills with the ability to engage technical and business stakeholders during incidents.
* Experience supporting Azure Cloud services.
* Experience with Databricks, data platforms, ETL…