APPLICATION PRODUCTION SUPPORT ANALYST (L1 & L2)

Level 1 & Level 2 Support

• Actively monitor the health of the production environment and systems.

• Troubleshoot and resolve incidents promptly ensuring minimal disruption to users.

• Serve as the primary point of contact for all production-related issues and user requests.

• Log incidents track progress and communicate resolutions to stakeholders.

• Escalate unresolved or complex issues to Level 3 support with clear and detailed documentation.

• Participate in on-call support rotations outside business hours when required.

Change & Request Management

• Manage and oversee changes within the production environment ensuring compliance with internal policies and best practices.

• Work closely with development teams to prioritize and plan application releases.

• Ensure all change requests are properly documented tested reviewed and approved.

• Support the execution of production changes during off-hours or weekends when necessary.

Reporting & Special Projects

• Provide regular reporting to management on incident status trends and resolution outcomes.

• Collaborate with multiple teams to ensure readiness for upcoming changes and provide post-deployment support.

• Contribute to root cause analysis and the implementation of corrective actions for recurring incidents.

• Participate in special projects related to system upgrades process improvements and the rollout of new features.

Qualifications :

Experience

• 3 to 5 years of experience in IT support with a strong focus on production environments.

• Strong experience in incident management change management and problem resolution processes.

• Good understanding of backend systems APIs and web applications including Java-based applications.

• Prior experience in the banking or financial services sector is a strong advantage.

Technical Skills

• Solid knowledge of databases such as Oracle MS SQL and MySQL.

• Experience supporting Java applications in production environments.

• Familiarity with web technologies (e.g. Angular) is an asset.

• Hands-on experience with Unix/Linux environments Windows servers and common operating system commands.

• Experience with scheduling tools particularly AutoSys is required or strongly preferred.

• Knowledge of file transfer protocols (e.g. SFTP FTP FTPS) is required.

• Scripting skills (e.g. Shell PowerShell Python) are considered beneficial.

• Experience with monitoring tools (e.g. Sysload Geneos) is a plus.

Additional Information :

Nice to Have

• Understanding of DevOps practices CI/CD pipelines and cloud technologies (e.g. AWS Azure).

• Exposure to release management or deployment coordination activities.

Soft Skills

• Excellent written and verbal communication skills and ability to work effectively with cross-functional teams.

• Strong organizational skills and attention to detail.

• Ability to take initiative work independently and prioritize tasks in a fast-paced environment.

• Proactive problem-solving mindset with a focus on continuous improvement.

• Bilingual proficiency in English and French is required for this role.

Remote Work :

No