Successful candidate will be required to be on on-call rotation.
KEY ACCOUNTABILITIES
CUSTOMER
- 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
SHAREHOLDER
- 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 is use
- 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
EMPLOYEE / TEAM
- 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
BREADTH & DEPTH
- Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others
- Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution
- Leads the support of highly complex and/or comprehensive applications/systems and/or business lines
- Identifies root causes and implements targeted and controlled remediation plans
- May administer business applications in co-ordination with appropriate stakeholders
- Reviews, participates and implements procedures
- Researches industry standards, best practices and new innovations in technology and makes recommendations
- Generally reports to a Manager or Senior Manager
EXPERIENCE & EDUCATION
- Undergraduate degree or Technical Certificate
- 5-7 years relevant experience
- SAS programming language knowledge is mandatory
- Mainframe platform knowledge (ie. JCL, AWF Scheduling, Endevor)
- Overall Rahona/Cloud knowledge
- Experience running ETL jobs
- Databricks experience
- Azure Data Factory
- Microsoft SQL Server Management Studio
- Visual Studio Code