IL
IT Analyst V - Technical Support
ICONMA, LLC
- 🇨🇦 Canada
- Hybrid
- 1 month ago
- $35.91 – $39.92 / hour
- Change Management
- Disaster Recovery
- Dynatrace
- Splunk
- PagerDuty
- ServiceNow
- Linux
- Unix
- Java
- J2EE
- Azure
- Microservices
- OAuth
- SAML
- OpenID Connect
1 month ago
Responsibilities:
- Customer:
- Develop and implement standard support models 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
- Shareholder:
- 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
- Employee / team:
- Work effectively as a team, supporting other members of the team in resolving critical service issues
- Prioritize and manage own workload 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
- Breadth & depth:
- 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.
Requirements:
- Must-have hard skills:
- Hands-on experience with:
- ServiceNow
- Splunk (must have)
- Dynatrace (must have)
- PagerDuty
- Linux/Unix (must have)
- Certificate Management
- Strong understanding of Java/J2EE applications. (must have)
- 10+ years application support, incident, problem, and change management
- 5+ years of banking or financial institution experience
- Soft skills:
- Strong communication skills – written and verbal
- Strong problem-solving skills
- Strong analytical skills
- Ability to lead and delegate responsibilities, coaching
- Nice-to-have
- Java, Azure, microservices or automation certifications
- Lead experience
- Understanding of authentication technologies (SSO, MFA, OAuth, SAML, OpenID Connect).
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
IT Analyst V - Technical Support · ICONMA, LLC