Analyste support production
- Montreal, QC, Canada
Full-time
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Job details
- Job type
- Full-time
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- Posting language
- English · French
- Posted
Original job description
English section of this bilingual listing.
Context
As part of the continued growth of its financial services activities, SII Canada is looking for an IT Production Support specialist to support Follow the Sun operations across several business areas, including Fund Services & Administration, Pricing and Master Data, Custody, and Market Services.
The successful candidate will work closely with business operations support teams, international IT teams, quality-of-service and production stability teams, as well as infrastructure, service, and data providers.
Your Responsibilities
- Support business operations teams in resolving functional incidents and issues by analyzing systems and, when required, improving or adjusting configurations with the appropriate IT teams, providers, and vendors.
- Support the resolution of minor and major technical incidents affecting applications and infrastructure in accordance with established processes and procedures.
- Monitor and analyze system and production disruptions, contribute to Root Cause Analysis, and recommend measures to prevent recurring incidents and defects.
- Monitor and functionally test applications used by business teams.
- Maintain clear and up-to-date communication with business users, IT teams, and relevant stakeholders, particularly throughout the
- Major Incident Management process.
- Participate in Change Management and Release Planning activities to identify and monitor potential production disruptions.
- Coordinate testing and Sanity Checks during changes and releases, including scheduled weekend interventions.
- Perform and monitor daily IT operational checks.
- Maintain and enhance documentation, procedures, and knowledge related to production incidents and resolved cases.
- Continuously improve Production Support, Incident Management, and Problem Management processes.
Your Profile
- Bachelor's or master's degree in Information Technology, Engineering, Finance, or a related field, or equivalent relevant experience.
- Strong understanding of IT environments, including application development, infrastructure, or production support.
- Knowledge or experience with data transfer and data-feeding technologies such as MQ and FTP/SFTP.
- Knowledge or experience with SQL, preferably Oracle, including standard queries such as SELECT and UPDATE.
- Understanding of IT Incident and Problem Management processes, preferably within banking, financial services, or insurance.
- Experience with ticketing and reporting tools such as Remedy, ServiceNow, and Jira.
- ITIL knowledge or certification is considered an asset.
- Strong analytical, problem-solving, prioritization, and time-management skills.
- Ability to collaborate effectively across multiple teams, providers, and stakeholders.
- Ability to perform effectively within a demanding production environment and manage multiple priorities.
- Strong written and verbal communication skills.
- Ability to collaborate within an international environment.
Experience levels:
- Junior: 0 to 2 years of experience in IT Service Management, technical support, Help Desk, Incident Management, or a comparable role.
- Intermediate: 2 to 6 years of experience in IT Service Management or Production Support, with the ability to quickly develop a functional and technical understanding of the environment.
- Senior: more than 6 years of experience in IT Service Management, Infrastructure, Production Support, or as an IT Business Analyst.
Read the full bilingual original
Contexte
Dans le cadre du développement de ses activités dans le secteur des services financiers, SII Canada recherche un(e) spécialiste en soutien à la production TI afin d’accompagner des opérations selon un modèle « Follow the Sun » sur plusieurs domaines d’affaires, notamment les services et l’administration de fonds (Fund Services & Administration), le pricing et les données de référence (Master Data), la conservation de titres (Custody) et les services de marché (Market Services).
La personne travaillera en étroite collaboration avec les équipes de soutien aux opérations, les équipes TI internationales, les équipes responsables de la qualité de service et de la stabilité de la production, ainsi qu’avec différents fournisseurs d’infrastructure, de services et de données.
Tes Responsabilités
Context
As part of the continued growth of its financial services activities, SII Canada is looking for an IT Production Support specialist to support Follow the Sun operations across several business areas, including Fund Services & Administration, Pricing and Master Data, Custody, and Market Services.
The successful candidate will work closely with business operations support teams, international IT teams, quality-of-service and production stability teams, as well as infrastructure, service, and data providers.
Your Responsibilities
SII Canada offre à ses clients une expertise technique de pointe dans les domaines du développement d'applications, du web et du mobile, de la cybersécurité et du cloud computing. Nous fournissons également des services d'ingénierie, notamment pour les systèmes embarqués dans divers secteurs industriels. Notre ambition est de faire progresser les systèmes d'information et de contribuer à la création des produits et services de demain pour nos clients.
De plus, l'inclusion est au cœur de notre culture d'entreprise. SII Canada s'engage à offrir un environnement de travail équitable et respectueux qui favorise la diversité et l'égalité des chances
Dans le cadre du développement de ses activités dans le secteur des services financiers, SII Canada recherche un(e) spécialiste en soutien à la production TI afin d’accompagner des opérations selon un modèle « Follow the Sun » sur plusieurs domaines d’affaires, notamment les services et l’administration de fonds (Fund Services & Administration), le pricing et les données de référence (Master Data), la conservation de titres (Custody) et les services de marché (Market Services).
La personne travaillera en étroite collaboration avec les équipes de soutien aux opérations, les équipes TI internationales, les équipes responsables de la qualité de service et de la stabilité de la production, ainsi qu’avec différents fournisseurs d’infrastructure, de services et de données.
Tes Responsabilités
- Soutenir les équipes opérationnelles dans la résolution des incidents et problématiques fonctionnelles en analysant les systèmes et, lorsque nécessaire, en ajustant leur configuration avec l’appui des équipes TI, fournisseurs et partenaires concernés.
- Prendre en charge et contribuer à la résolution des incidents techniques mineurs et majeurs liés aux applications et aux infrastructures, conformément aux processus et procédures établis.
- Surveiller et analyser les interruptions de systèmes ou de production, réaliser ou contribuer aux analyses de causes racines (Root Cause Analysis) et formuler des recommandations permettant de prévenir leur récurrence.
- Assurer la surveillance et les tests fonctionnels des applications utilisées par les équipes métier.
- Maintenir une communication claire et à jour auprès des utilisateurs, des équipes TI et des parties prenantes concernées, notamment dans le cadre des processus de gestion des incidents majeurs.
- Participer aux activités de Change Management et de Release Planning afin d’identifier et de suivre les risques de perturbation de la production.
- Coordonner les tests et Sanity Checks lors des changements et mises en production, notamment lors d’interventions planifiées la fin de semaine.
- Effectuer et suivre les contrôles opérationnels TI quotidiens.
- Enrichir et maintenir la documentation, les procédures et les bases de connaissances relatives aux incidents de production et aux solutions apportées.
- Contribuer à l’amélioration continue des processus de Production Support, Incident Management et Problem Management.
- Baccalauréat ou maîtrise en technologies de l’information, ingénierie, finance ou domaine connexe, ou expérience pertinente équivalente.
- Bonne compréhension des environnements TI, acquise notamment en développement applicatif, infrastructure ou soutien à la production.
- Connaissance ou expérience des mécanismes de transfert et d’alimentation de données tels que MQ et FTP/SFTP.
- Connaissance ou expérience de SQL, idéalement avec Oracle, incluant l’utilisation de requêtes standards telles que SELECT et UPDATE.
- Compréhension des processus de gestion des incidents et des problèmes TI (Incident & Problem Management), idéalement dans un environnement bancaire, financier ou d’assurance.
- Expérience avec des outils de gestion de tickets tels que Remedy, ServiceNow et Jira, notamment pour le suivi et le reporting.
- Une connaissance ou certification ITIL constitue un atout.
- Excellentes capacités d’analyse, de résolution de problèmes et de gestion des priorités.
- Capacité à collaborer efficacement avec plusieurs équipes internes, partenaires et fournisseurs.
- Capacité à intervenir efficacement dans un environnement de production exigeant et à gérer plusieurs priorités simultanément.
- Excellentes aptitudes en communication écrite et orale.
- Capacité à collaborer dans un environnement international.
- Junior : 0 à 2 ans d’expérience en gestion des services TI (IT Service Management), soutien technique, Help Desk, Incident Management ou dans un environnement comparable.
- Intermédiaire : 2 à 6 ans d’expérience en gestion des services TI ou en soutien à la production, avec la capacité d’acquérir rapidement une compréhension fonctionnelle et technique d’un environnement.
- Senior : plus de 6 ans d’expérience en IT Service Management, Infrastructure, Production Support ou comme IT Business Analyst.
Context
As part of the continued growth of its financial services activities, SII Canada is looking for an IT Production Support specialist to support Follow the Sun operations across several business areas, including Fund Services & Administration, Pricing and Master Data, Custody, and Market Services.
The successful candidate will work closely with business operations support teams, international IT teams, quality-of-service and production stability teams, as well as infrastructure, service, and data providers.
Your Responsibilities
- Support business operations teams in resolving functional incidents and issues by analyzing systems and, when required, improving or adjusting configurations with the appropriate IT teams, providers, and vendors.
- Support the resolution of minor and major technical incidents affecting applications and infrastructure in accordance with established processes and procedures.
- Monitor and analyze system and production disruptions, contribute to Root Cause Analysis, and recommend measures to prevent recurring incidents and defects.
- Monitor and functionally test applications used by business teams.
- Maintain clear and up-to-date communication with business users, IT teams, and relevant stakeholders, particularly throughout the
- Major Incident Management process.
- Participate in Change Management and Release Planning activities to identify and monitor potential production disruptions.
- Coordinate testing and Sanity Checks during changes and releases, including scheduled weekend interventions.
- Perform and monitor daily IT operational checks.
- Maintain and enhance documentation, procedures, and knowledge related to production incidents and resolved cases.
- Continuously improve Production Support, Incident Management, and Problem Management processes.
- Bachelor's or master's degree in Information Technology, Engineering, Finance, or a related field, or equivalent relevant experience.
- Strong understanding of IT environments, including application development, infrastructure, or production support.
- Knowledge or experience with data transfer and data-feeding technologies such as MQ and FTP/SFTP.
- Knowledge or experience with SQL, preferably Oracle, including standard queries such as SELECT and UPDATE.
- Understanding of IT Incident and Problem Management processes, preferably within banking, financial services, or insurance.
- Experience with ticketing and reporting tools such as Remedy, ServiceNow, and Jira.
- ITIL knowledge or certification is considered an asset.
- Strong analytical, problem-solving, prioritization, and time-management skills.
- Ability to collaborate effectively across multiple teams, providers, and stakeholders.
- Ability to perform effectively within a demanding production environment and manage multiple priorities.
- Strong written and verbal communication skills.
- Ability to collaborate within an international environment.
- Junior: 0 to 2 years of experience in IT Service Management, technical support, Help Desk, Incident Management, or a comparable role.
- Intermediate: 2 to 6 years of experience in IT Service Management or Production Support, with the ability to quickly develop a functional and technical understanding of the environment.
- Senior: more than 6 years of experience in IT Service Management, Infrastructure, Production Support, or as an IT Business Analyst.
SII Canada offre à ses clients une expertise technique de pointe dans les domaines du développement d'applications, du web et du mobile, de la cybersécurité et du cloud computing. Nous fournissons également des services d'ingénierie, notamment pour les systèmes embarqués dans divers secteurs industriels. Notre ambition est de faire progresser les systèmes d'information et de contribuer à la création des produits et services de demain pour nos clients.
De plus, l'inclusion est au cœur de notre culture d'entreprise. SII Canada s'engage à offrir un environnement de travail équitable et respectueux qui favorise la diversité et l'égalité des chances
More about this job
Responsibilities
Support business operations by investigating functional and technical incidents affecting applications and infrastructure, monitoring production, and contributing to root cause analysis and preventive recommendations. Coordinate incident communications, operational checks, change and release testing, documentation, and continuous improvement of production support processes.
Requirements
A bachelor's or master's degree in IT, engineering, finance, or a related field is requested, or equivalent relevant experience. Candidates should understand IT environments and incident management, have familiarity with SQL and data transfer technologies, and demonstrate strong analytical, communication, prioritization, and collaboration skills; experience expectations range from junior to senior.
Skills
- Production Support
- Incident Management
- Problem Management
- Root Cause Analysis
- Change Management
- Release Planning
- SQL
- Oracle
- MQ
- FTP/SFTP
- IT Service Management
- Application Monitoring
- Functional Testing
- IT Infrastructure
- ServiceNow
- Remedy
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Finance & Accounting
- Data & Analytics
Keywords
- Production Support
- IT Service Management
- Incident Management
- Problem Management
- Major Incident Management
- Root Cause Analysis
- Change Management
- Release Planning
- Sanity Checks
- SQL
- Oracle
- MQ
- FTP/SFTP
- Remedy
- ServiceNow
- Jira
- ITIL
- Application Monitoring
- Functional Testing
- IT Infrastructure
- Financial Services
- Fund Services and Administration
- Pricing
- Master Data
- Custody
- Market Services
- Follow the Sun Operations