Senior Support Analyst

Role: Senior Support Analyst
Location: Toronto, ON, Canada
Email id: rahul.n@epsilonsolutions.ca

Job Description:

What Will You Do?
• Perform system health check, monitoring, alerting, and corresponding action as required.
• Lead the investigation and analysis of application operational failures through to resolution, and drive follow-up for root cause identification.
• Analyze system monitoring dashboard (Dynatrace), logging system (ELK), and other tools to identify potential issues, conflicts, and risks.
• Responsible for ensuring the production and maintenance of high quality support documents and processes.
• Promotes innovative and improved methods of working and implements best practices.
• Participate in walkthrough reviews of project re-lease hand over, specifications, programs, Implementation plans, and PIV test plans.
• Write SQL queries against database and generate reports.
• Establish healthy working relationships across variety of IT partners / units and platforms to build influence and impact with key business partners.

What Do You Need To Succeed?

Must-have
• Excellent interpersonal and communication skills (verbal and written).
• Deadline-driven and results-oriented; able to meet consistently high quality standards while handling a variety of tasks and deadlines simultaneously.
• Strong experience in troubleshooting.
• Understanding of one or more of the following: programming languages, databases, platforms, code management tooling, and/or web technologies.
• Experience with SRE (Site reliability Engineering) Tools such as PagerDuty.
• Knowledge of SQL.

Nice-to-have
• Experience with architecture/process workflow analysis and design.
• Familiarity with ITSM.