IT Production Analyst and Team Lead

Compensation: $75,-85, plus up to 5% bonus, capped at %

Job Summary

The Production Support Analyst is responsible for providing 2nd level support for day to day production support. Collaborates with other functional teams such as Operations, Client Services, Customization and R&D to address issues promptly to maintain business SLA. Leads the Production support team to ensure procedures are followed and the issues are resolved on time with accuracy. Provides great customer service to internal clients and communicates promptly on production issues.

In addition, provides analytical data to all stakeholders to share information on production related KPI and trends. This individual should have experience in Ticket resolution system, ability to analyze issues and resolve within the specified SLA’s and providing root cause analysis with
recommendations for improvements.

Primary Responsibilities

Providing in-depth Data Analytics on production issues related to SLA, OLA and Customer

Taking the lead for production in collaborating with other functional managers to understand the needs, trends and making improvements

Conduction meetings and presenting production related issues and analytics data on the root cause to managers and executives

Troubleshoot day to day issues with proper prioritization and meeting SLA with clients

Working with head office to enable the ticketing tool to capture and required data and presenting dashboards to other respective managers

Monitoring for production errors, working with operations and customer service

Effective communication with stakeholders on open and closed tickets with adequate information on time

Working with Customization and R&D to gain knowledge for the production support team to improve troubleshooting skills on existing and new services

Identifying repeated challenges related to production issues and working with stakeholders to permanently remediate them

Provide team lead role for Production Support team with training, load balancing, scheduling, documentation and support

Act as a subject matter expert investigate and resolve complex incidents/issues

If assistance from other teams is needed, coordinate efforts for reassessment and quick resolution, Monitor, Support and troubleshoot problems in the production application environment

Conduct root cause analysis of application incidents and implement recommendations to improve the situation (focusing on permanent solutions)

Manage the resolutions of day to day issues escalated to Production Support, Respond to stakeholder with the agreed SLA’s

Ensuring the production issues are resolved on time and improving the KPI

Ensures this procedure is followed as required within Production Support team

Coordinates any training requirements for personnel within their department and ensures Training Record is documented

Maintaining technical documentation

Troubleshooting Data Communication and Printing Issues

Secondary Responsibilities

Attend daily Production Support meetings

Other duties as assigned

Qualifications, Experience and Educational Requirements

Work Experience:

Experience (min 3 years) object-oriented programming languages is required (C++), (C#), .NET

Skills and

Competencies:

Data Analytics skills using Power BI and good expertise on Excel (such as Pivot tables, Charts, Formulas)

Good knowledge of MS SQL is required (stored procs, functions, queries)

Excellent understanding of various data/file formats is required (XML, CSV, TXT, MIME)

Excellent verbal and written communication skills is required

Agility and able to multi-task

Ability to work well across many teams and environment is required

Ability to manage competing priorities across multiple projects is required

Highly detailed and organized, Ability to work in a fast pace dynamic environment

Ability to work in Production Support Environment, with problem solving and investigative skills

Effective working relationships with all functional units of the organization

Ability to work under pressure to meet production SLA and Operational demands

Pay attention to details and able to troubleshoot effectively

Providing good quality of service and providing standard processes

Working ability to effectively recognize and manage interpersonal communication needs

Ability to work as part of a cross-cultural team including flexibility to support multiple locations when necessary

Excellent interpersonal skills in areas such as teamwork, facilitation, flexibility and negotiation

Able to work independently and team work

Works under pressure and is able to manage competing priorities, and Meets or exceeds expectations on process turnaround for assigned tasks and follow ups, and issue resolution to closure

Education:

University degree or College diploma in an IT field is required (Computer Science is an asset)

Working Conditions

At times, may be required to wear a smock and safety shoes when visiting the production floor

Sitting for extended periods of time

Providing 8 hour coverage between 7AM to 7PM

At times, may be required to work…