ERT IT Analyst (L3 Support)
CGI
Toronto, Canada
5h ago

Position Description :

We are Canada's largest independent information technology services firm, and after 40 years, we're still growing! We have a challenging career opportunity for an Unix Shell Scripting Senior Consultant to work for our clients across in our Banking Industry.

Your future duties and responsibilities :

Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate

Service applications / systems and provide a level of application / systems / operational availability that meets or exceeds established standards / service levels, while minimizing operational risk

Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams

Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications / systems, ensuring availability targets are met

  • Provide effective day-to-day support for applications / systems through accurate problem identification and timely resolution of production issues;
  • perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction

    Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible

  • Ensure timely notification and escalation of possible issues / problems, options and recommendations for prompt resolution;
  • communicate project status and provide timely escalation of issues to ensure project objectives are met

    Deliver effective and defect-free support (application, software and / or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation

    Interact with clients to provide quality service / solutions consistent with objectives and client requirements

    Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations

    Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity

    Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area

    Schedule changes to supported components in accordance with the approved change management procedures; implement

    changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business

    May develop a working relationship with 3rd party vendors as required to fulfill support requirements

    Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria

    Develop understanding of technical aspects of project / break-fix development related to the application and provide advice / guidance to Developers and Solution Designers

    Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance

    Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues

    Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages

    Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications / system

    Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required

    May monitor the performance of the environment by using meaningful metrics

    Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing

    Assess and analyze optimization opportunities to the operational environment to improve performance and / or resource utilization

  • Ensure effective change management discipline 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)

    Identify / implement process improvements to enhance revenue, customer experience and / or reduce costs

    Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

    Make effective use of the cost management processes in place in own unit

    Continuously enhance knowledge / expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development / delivery

    Keep current with industry and / or business trends

    May perform testing according to test plans, monitor and report on results, and work with others on problem resolution

    As required, support the development of business cases, RFI / RFP and service level agreements with vendors / suppliers consistent with IT requirements / guidelines

    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

    Required qualifications to be successful in this role :

    1.Intermediate UNIX / Shell scripting knowledge

    2.Intermediate Perl scripting knowledge

    3.Core Java knowledge

    4.Database including writing SQL queries at an Intermediate level

    5.Excellent trouble shooting skills to resolve issues with various software components

    6.Good knowledge of Debugging, defect fixing and maintenance of Software programs

    7.Deploy fixes to lower environments, test and promote to higher environments

    8.Monitor performance of various software components and report issues

    9.Change Management process knowledge

    10.Experience with Content Management Technologies (IBM CMOD)

    11.Knowledge of Cloud related technologies

    12.ITIL Foundation certified

    13.Service Now Experience

    Skills :
  • Unix
  • Unix
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