APPLICATION/ PRODUCTION SUPPORT ANALYST (L1 & L2)

Level 1 & Level 2 Support

• Actively monitor the health of the production environment and systems.

• Troubleshoot and resolve incidents promptly, ensuring minimal disruption to users.

• Serve as the primary point of contact for all production-related issues and user requests.

• Log incidents, track progress, and communicate resolutions to stakeholders.

• Escalate unresolved or complex issues to Level 3 support with clear and detailed documentation.

• Participate in on-call support rotations outside business hours, when required.

Change & Request Management

• Manage and oversee changes within the production environment, ensuring compliance with internal policies and best practices.

• Work closely with development teams to prioritize and plan application releases.

• Ensure all change requests are properly documented, tested, reviewed, and approved.

• Support the execution of production changes during off-hours or weekends, when necessary.

Reporting & Special Projects

• Provide regular reporting to management on incident status, trends, and resolution outcomes.

• Collaborate with multiple teams to ensure readiness for upcoming changes and provide post-deployment support.

• Contribute to root cause analysis and the implementation of corrective actions for recurring incidents.

• Participate in special projects related to system upgrades, process improvements, and the rollout of new features.

Qualifications

Experience

• 3 to 5 years of experience in IT support, with a strong focus on production environments.

• Strong experience in incident management, change management, and problem resolution processes.

• Good understanding of backend systems, APIs, and web applications, including Java-based applications.

• Prior experience in the banking or financial services sector is a strong advantage.

Technical Skills

• Solid knowledge of databases such as Oracle, MS SQL, and MySQL.

• Experience supporting Java applications in production environments.

• Familiarity with web technologies (e.g., Angular) is an asset.

• Hands-on experience with Unix/Linux environments, Windows servers, and common operating system commands.

• Experience with scheduling tools, particularly AutoSys, is required or strongly preferred.

• Knowledge of file transfer protocols (e.g., SFTP, FTP, FTPS) is required.

• Scripting skills (e.g., Shell, PowerShell, Python) are considered beneficial.

• Experience with monitoring tools (e.g., Sysload, Geneos) is a plus.

Additional Information

Nice to Have

• Understanding of DevOps practices, CI/CD pipelines, and cloud technologies (e.g., AWS, Azure).

• Exposure to release management or deployment coordination activities.

Soft Skills

• Excellent written and verbal communication skills and ability to work effectively with cross-functional teams.

• Strong organizational skills and attention to detail.

• Ability to take initiative, work independently, and prioritize tasks in a fast-paced environment.

• Proactive problem-solving mindset with a focus on continuous improvement.

• Bilingual proficiency in English and French is required for this role.

About the Company

Act Digital is seeking an experienced APS Analyst to provide essential day-to-day support for the production environment of multiple applications within our portfolio. As an APS Analyst, you will be responsible for incident, change, and user request management, with a strong focus on Level 1 and Level 2 support.

You will act as the first point of contact for operational issues, working to resolve known problems, escalating complex issues to Level 3 support, and delivering a high level of service to end users. This role offers an exciting opportunity to work on high-impact production systems and collaborate with cross-functional teams to ensure the stability and reliability of critical applications.