Main Objectives and Summary
- You will be working within a team performing web and mobile banking developments for HQ company, National Bank of Canada.
- Ensure level 1 and level 2 support resources are informed of new functionalities and releases
- Coordinate between stakeholders to ensure everyone (including the end user) is informed of issues, including impact, severity, and priority
- Oversee Hot Fix process for high severity defects, assign lower severity defects to the appropriate backlog and monitor the number of defects in Production by severity
- Manage planned outages and upgrades by working with the release team to understand the timing and impact of the outage and coordinating with the Adoption team to communicate the outage
- Contributes to the execution of service desk processes and drive evolution of the processes, consistently improving the efficiency and efficacy of the support structure
- Understand end-to-end monitoring and alerting on all critical aspects to ensure SLAs and ensure there are proactive notifications of possible issues for all systems; particularly with AWS, Datadog and Splunk.
- Identifying and raising risks, issues and impediments facing the team in its work, and make recommendations for resolution
- Contributes to the resolution of tickets and issues raised by customers.
- Contributes to the execution of manual tasks, specifically data loads/extracts, corrections and manipulations.
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Mandatory :
- Bachelor’s Degree or higher in Computer Science, Computer Engineering, Information Technology, or Computer related field
- 5 years experiences or more of corporate banking or financial services industry
- Extensive knowledge of solutions especially web and mobile
- Ability to monitor and control progress against action plans and process documentation
- Experience in Level 2 and/or level 3 support.
- In-depth knowledge of ITSM principles
- Experience with complex integration and data migration principles, such as use of APIs and ETLs
- Excellent analytical, problem solving, communication and interpersonal skills
- Knowledge of software development lifecycle, DevOps principles, and Agile methodology
- Knowledge of JIRA and Confluence
- Good command of written and spoken English
Nice to have :
- Previous experience working with Backbase platform
- Previous experience working with a Western company
- Previous experience working with remote team
- AWS and ITIL Certifications
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