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Technical Support (Production Support) Analyst-136013

Brampton, ON
Job Description:       
Role: Sr. Production Support Analyst

Key Responsibilities/Job Functions:
-Individuals within the IT Operations job family are responsible for activities that contribute to the day to day running of IT infrastructure technologies and managing the life cycle of delivering standard components in IT. The life cycle includes component installation, maintenance and decommissioning. 
-Primary responsibilities include support and maintenance, production scheduling and control, reports distribution, print center operation, ensuring support for agreed upon IT service levels, as well as backup and recovery capacity for any of the IT infrastructure component areas.
-This includes the following broad technology areas: computer servers and storage support, network and voice support, market data support, security administration, database administration, web administration and data center management.
-IT Operations professionals may undertake project work such as implementation of new technology infrastructure to support new business initiatives, including infrastructure deployment or upgrades, communication with vendors and liaison with other IT teams.
-User and Production Support professionals are responsible for providing all IT support services to their clients, maintaining the production environment and working with other IT departments to ensure the delivery of requests.
-They are primarily responsible for identifying production issues or taking support calls from their business clients and for managing production incidents from inception to resolution. This often involves working with application developers or engineers to ensure solutions meet long term goals. 
-They may also undertake a wide variety of project work. This could include the following areas: implementation of new technologies; testing and roll-out of configuration, application and operating system upgrades; deployment of security hot-fixes and patches; addressing Audit and Regulatory requirements.
-Individuals within the IT Operations job family must develop deep technical knowledge becoming subject matter experts in their specialist fields. This expertise can be leveraged in the delivery of the firm’s IT strategy, either within a narrow business focus or broadly across the firm. 
-User and Production Support professionals must have excellent client relationship skills and a solid understanding of the IT business.

-People in this Job Family have different types / kinds of work to do each day in their job.
-Applies a detailed level of knowledge to their role.
-Demonstrates a good understanding of functional processes in multiple areas.
-Acts as point of escalation for all bands below.
-Acquires the basic skills to translate technical terms into business terms (and vice versa).
-Influences peers within the department increases.
-Respected in areas of domain, with experience, knowledge, skills, and competencies beyond those typically required by the level of work described.
-Competent to work at the highest technical level in all phases of an assigned project / task.
-Provides short-term strategic direction as it pertains to assigned deliverables.
-Ability to apply input / opinion to others.

-Under general direction, performs day to day tasks that become less repetitive.
-Provides administrative support.
-Acts self-directed.
-Coordinates support activities for major systems and sub-systems.
-Responds to escalations, for one or more applications. Monitors applications and systems within their area of responsibility.
-Delivers on multiple operational functions. Participates in complex projects, and assigns resources and activities as required.
-Responsible for the completion of a phase / task or project.
Responsible for providing supervisory related functions such as:
- Setting priorities for day to day tasks for subordinates.
- Providing short-term strategic input, looking out weeks and months in advance.
- Managing an operating budget, providing reporting and explanation for variances.
- Attending campus hiring job fairs.
- Participating in the interview process for new hires and / or approving new hires.
- Conducting and approving performance reviews.
- Analyzes trends and makes recommendation based on results.
- Makes operational changes in support of improved metrics.
- Formulates trends
- Understands business functions related to technology deployed
-Extends knowledge and develops expertise in specific systems and business areas.
-Builds awareness of technical and business drivers and strategies that drive the direction of the department.

Experience and Education Preferred:
-3-5+ years of Production experience
-Participate in a rotational 24/7 on-call support role
-Working knowledge of industry standard architectural tools, processes and frameworks.
-Detailed familiarity with relevant IT systems, where appropriate.
-Knowledge of ITIL best practices and process improvements.
-Awareness of range of activities / tasks pertaining to applicable work area / function.
-Familiarity with procedures and service requirements relative to the role.
-Works with minimal supervision, while monitoring and executing a number of time critical actions in support of daily production schedules.
-Proven ability to analyze and solve a wide range of technical problems.
-Detailed operational knowledge of systems relevant to field of work in terms of functionality and capability and / or detailed knowledge of services provided within the related field.
-Financial skills to manage budgets where appropriate.
-Project and / or people management skills gained through previous experience, where appropriate.
-Undergraduate degree or equivalent, and  3-5 years of applied technical experience.
-Supervisory experience is preferred.   

Mandatory Skills:       
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