Provides a broad range of systems / application support, research and analysis, administration, performance availability monitoring and management for own area.
Provides technical expertise and guidance to others in a lead capacity and works autonomously.
Expert knowledge of the business, the broader organization, technical environment, processes, procedures, tools and other relevant technology areas (e.g. Architecture, Infrastructure, Security etc.) from a design / support / solutions perspective.
Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of research, analysis, design, hardware / software support and/or development of technical solutions and/or testing.
Works autonomously and leads on a diverse range of activities (e.g. design, support of technical business solutions) and is relied upon to coach / educate and monitor the work of others.
Acts as an internal expert resource in the exchange of technical information for project teams, and provides technical insight and recommendations to the business and/or outside vendors.

Undergraduate degree or Technical Certificate
Graduate degree, preferred
7+ years related experience
5 + years of experience with monitoring tools: Dynatrace, Datadog, Splunk
Strong incident response, debugging, and problem-solving skills (ServiceNow)
5 + years of experience working with cross-functional teams (PowerBI, Confluence, Jira)
Background in security, compliance, or regulated environments
Experience supporting 24x7 production systems with on-call rotations(PagerDuty)
Financial Services, Credit Cards domain experience will be an asset
Experience of Testing and DevOps environment will be an asset

Senior IT Support Analyst

Key skills