Description:
Position: Sr Technical Support Analyst
Location: Toronto ON/Halifax NS
Key Responsibilities:
- Provide Level 2/Level 3 technical support for business‑critical applications, ensuring timely resolution of issues and minimal downtime.
- Monitor, troubleshoot, and resolve Unix-based system issues, including scripting, log analysis, and environment stability.
- Write and execute SQL queries to investigate application issues, analyze data discrepancies, and support root‑cause analysis.
- Manage and maintain Control‑M job schedules, including incident handling, schedule optimization, and job‑flow monitoring.
- Coordinate extensively with business stakeholders, including Quants, Traders, and Technology Leads, to meet deadlines and prioritize critical items.
- Track issues, enhancements, and action items, ensuring clear communication, timely updates, and accountability across teams.
- Support release cycles, performing validation, regression checks, and collaborating with development teams to ensure high‑quality deployments.
- Participate in or lead Agile ceremonies, leveraging PM/Scrum Master experience to improve delivery and operational workflows.
- Document support processes, runbooks, incident post‑mortems, and knowledge base articles to strengthen operational readiness.
- Collaborate with DevOps, Infrastructure, and Cloud teams to resolve environment, deployment, or configuration-related issues.
- Utilize monitoring tools (e.g., ITRS, Grafana) to proactively identify system anomalies and prevent production incidents.
- Drive automation and efficiency improvements, including exploring AI tools (Co‑pilot/Aiden) to enhance support productivity and reduce manual intervention.