IT - Application & Software Development
Dec 09, 2021
One of Canada's top retail brokerages.
The primary responsibility of the role is providing second level support to users on all platforms through strong communication, impact analysis, problem solving, and incident management.
Triage of second and third level issues and manage those issues to resolution by working with internal teams and vendors.
Using SQL queries and code reviews to investigate issues.
Develop and maintain adhoc queries for business units using MS SQL Server.
Actively participation in the Project Management Life Cycle (PMLC) and Change Management processes.
Use a ticket system in order to track and manage all open issues and/or requests.
Responding to and resolving tickets within internal SLA (Service Level Agreement) and ensuring responses to end clients promote customer service excellence.
Communication with end users and business owners of system incidents and maintenance activities.
Managing of vendor relationships to ensure they are meeting deliverables as well as ensuring they are operating within their SLA.
Develop and execute implementation plans for test and production environments
Create and maintain system support guides and process documents for all systems supported by team
Actively cross-train and knowledge share with team members
5 years+ experience in application support preferred
Excellent oral and written communication skills
Ability to read and develop application code (.net and C#)
Ability to build SQL queries in order to conduct analysis and troubleshooting
Ability to manage multiple priorities
Ability to work independently as well as part of a team
Knowledge of Financial Markets an asset
Knowledge of best practices for change and incident management
Post Secondary degree/diploma preferably in business or IT related fields
Canadian Securities Course (CSC) and/or ITIL certifications an asset