IT Analyst V - Technical Support

Our client is a top financial institution with significant North American holdings.  They have operations across most major verticals, including institutional & corporate, wealth management, private clients, commercial banking, treasury, and retail banking.

 
Introduction:

Robertson is seeking a skilled IT Analyst V - Technical Support to join our client in support of an existing vacancy.

Contract Period: 6 months with potential to extend or convert
Pay Rate: Starting form $40 per hour
Location: Toronto, ON
Location Type: Hybrid
Business Hours: Monday-Friday, Core business hours

 
Job Responsibilities:

• Develop and implement standard support model and processes by using industry best practices
• Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans
• Act as an expert resource providing insight and recommendations based on industry practices and emerging technology trends within application support field
• Define, deploy and/or lead systems / applications activities to support clients and applications
• Identify, recommend, source, negotiate and implement improvements/solutions (buy/build/reuse) to enhance customer experience, availability, and/or reduce cost in support of client needs
• Influence product direction, foresee issues and gaps, identify solutions, and work comfortably with leading edge products that are untested/ unproven in the market
• Manage complex application deployment in load balanced service-oriented environment
• May help test, debug, and performance analyze and document environment components
• Troubleshoot initial failures, coordination of resolution efforts and communication with appropriate members
• Work with Architects to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements of the project
• Collaborate with business leaders, IT professionals, vendors / outsourced partners to assess viability/priority of projects/initiatives and ensure issues are clearly communicated
• Lead / contribute to the project management processes conduct pre and post implementation reviews
• Integrate technical solutions with the business environment, recognizing systems interdependencies and reusability, and ensuring seamless delivery
• Ensure appropriate security levels are established and maintained for processes, information exchange and system implementations
• Provide 2nd and 3rd level support for production incidents as required and provide single point of contact for business communications related to production incidents, escalate as required
• Drive and manage controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resource)
• Work in strategic partnership with development and delivery teams to continually identify and create opportunities to increase application stability of production environment
• Review, define, enforce and influence standards and appropriate quality measures/metrics
• Ensure systems and operational availability meets or exceeds negotiated service levels, and report results as required
• 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)
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
• Assist in the development/maintenance of comprehensive processes for prevention of issues and participate in problem determination and timely resolution of incidents
• Continuously enhance knowledge/expertise in own area and keep current with emerging industry trends, new technologies and best practices in the external market that can contribute to delivering effective client solutions
• Develop/maintain expertise of system development methodologies, key business initiatives/issues, IT implications for systems/technologies and impact on business solutions
• Identify opportunities to minimize cost, provide recommendations and/or deliver corresponding strategic solutions to support cost effectiveness, Drive automation and operational resiliency initiatives
• May develop and/or contribute to negotiations of third-party contracts/agreements
• 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
• Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of operational support / solutions
• Works independently and/or autonomously as a senior/ lead on a diverse range of tasks / operational support of solutions and is relied upon to coach/ educate others
• Monitor alerts and create dashboard on platforms such as Dynatrace, Splunk, PagerDuty, and ServiceNow
  

Experience & Qualification Requirements:

• Undergraduate degree required
• 10+ years of application support, incident, problem, and change management experience with PEGA
• 5+ years of banking or financial institution experience
• Hand on experience with - ServiceNow, Splun, Dynatrace, PagerDut, Linux/Unix and Certificate Management required
• Strong understanding of Java/J2EE applications
• Java, Azure, microservices or automation certifications
• Lead experience
• Understanding of authentication technologies (SSO, MFA, OAuth, SAML, OpenID Connect) 

How to Apply: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Robertson & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply.


Background screening is required as part of the onboarding process. The type of screening required (criminal, credit, or other verifications) will vary based on the position and client requirements.


We use AI technology as part of our application review process to assist with screening and assessment. All applications are also reviewed by our recruitment team.
  

Robertson & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Robertson is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment.