Technical Support Specialist

About the job
Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.

Contract Period: 12 months

Location: Toronto, ON

Location Type: Hybrid; 2 days onsite per week but subject to change

Job Responsibilities:

Perform controlled resolution of incidents and problems including prioritization and
escalation liaising with business and technology partners as appropriate
Service applications / systems and provide a level of application/ systems/ operational
availability that meets or exceeds established standards/service levels, while minimizing
operational risk
Partner with key stakeholders to schedule packaging and release new applications in a
timely manner; reduce change execution times by planning implementations with parallel
work streams
Continuously strive to improve the stability of production environment by partnering closely
with key stakeholders on setting up, maintaining and monitoring applications/systems,
ensuring availability targets are met
Provide effective day-to-day support for applications/systems through accurate problem
identification and timely resolution of production issues; perform controlled and timely
resolution of incidents while prioritizing and monitoring client satisfaction
Partners with relevant teams to schedule packaging and release new applications in a
timely manner; reduces change execution times by planning implementations with parallel
work streams where possible
Ensure timely notification and escalation of possible issues/problems, options and
recommendations for prompt resolution; communicate project status and provide timely
escalation of issues to ensure project objectives are met
Deliver effective and defect-free support (application, software and/or operations),
researching system issues / opportunities, overseeing the execution of recommendations
and maintaining accurate documentation
Interact with clients to provide quality service/solutions consistent with objectives and client
requirements
Design, review, and integrate all application requirements, including functional, security,
integration, performance, quality, and operations
Identify and address application and data issues and cross-capability and cross-release
issues that affect application integrity
Consult with other functional areas to provide technical expertise on area of specialization
by acting as a reference on technology, trends and processes related to own area
Schedule changes to supported components in accordance with the approved change
management procedures; implement changes with proper testing, stakeholder signoff,
monitoring and with minimal impact to the business
May develop a working relationship with 3rd party vendors as required to fulfill support
requirements
Act as partner in scheduling, packaging and releasing new applications and manage all
application releases according to approved governance and gating criteria
Develop understanding of technical aspects of project / break-fix development related to
the application and provide advice/guidance to Developers and Solution Designers
Responsible for incident management (2nd level), monthly maintenance, state of health
monitoring, and SLA maintenance
Provide effective day-to-day production support for applications through accurate problem
identification and timely resolution of production issues
Perform incident management role (communicator, tracker, escalator, driver, etc.) for
outages; communicate to clients during service outages
Improve stability of the production environment by assisting in setting up, maintaining and
monitoring applications/system

Experience & Qualification Requirements:

Ticketing system experience (jira/service now)
Good interpersonal skills
Ability to work under pressure/working in a team-based environment
Batch processes (remote machines). Understanding batch processes
Tech support experience

****ALL CANDIDATES MUST COMPLETE A CRIMINAL AND CREDIT CHECK AS PART OF THE APPLICATION PROCESS****

How to Apply: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Robertson & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply.

Robertson & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Robertson is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment.