| Job Description |
Alteo is looking for a Senior Application Support Specialist for a permanent position based in Montreal.
Within the framework of customer SLAs, your main role will be to provide support and handle incidents reported by operational teams, and to supervise the Support team in resolving incidents, with the aim of meeting contractual commitments (deadlines, quality, cost).
Responsibilities:
- Handle incidents with the aim of resolving them
- Support the N2/N3 operations team and resolve production-related incidents.
- Analyze incidents for the operations team, and recommend actions to be taken depending on the incident reported.
- Ensure the necessary developments to resolve incidents
- Ensure that unit tests are carried out and that documentation corresponding to modifications is drawn up before the system is put into production.
- Ensure compliance with commitments/SLAs
- Ensure compliance with commitments in terms of deadlines and quality of work supplied
- Ensure compliance with standards specific to its activity
- Contribute to the improvement of team indicators to enhance quality and the company's image.
- Ensure compliance with selected development standards
- Recommend ways of developing maintenance-specific procedures
- Assist the operations team
- Assist operations team in production roll-out
- Validate deliverables / procedures for operations team / projects during Rollout
- Assist operations team with requests for information
- Train and support the operations team
- Validate network improvements and ensure non-regression testing
- Supervise on-site consultants to ensure customer satisfaction
- Assign and monitor customer environments
- Ensure that developments are carried out to resolve anomalies
- Provide first-level support training and draw up KPIs
- Carry out on-site support missions
- Ensure the development of more junior team members
- Be on-call according to the schedule, in order to intervene when required outside working hours.
- Participate in on-call planning
- Respond to incidents occurring outside working hours.
Profile:
- DEC/BAC in IT or equivalent
- 5-8 years' experience in a similar role
- Familiarity with the electronic payment industry (an important asset)
- IT project life cycle
- C language
- PL/SQL language
- Shell system
- Unix server
- Testing techniques
- Network certification (Visa, Mastercard)
- PowerCard products
- J2EE HTML model
- Certification practices (Visa, MasterCard...) Back Office
- Customer orientation
- Compliance with commitments
- Initiative-taking
- Problem anticipation
- Reporting & Monitoring
- Involvement in the Quality approach
- Good interpersonal skills
- Team spirit
- Initiative
- Flexibility
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