Position Name – Sr. Technical Support Analyst
Type of hiring – Subcon
Location – Toronto, ON (Onsite)
Job Description:
Seeking a Sr. Technical Support Analyst to support the Media IT application portfolio. Curious about media technology, exceptional technical expertise, driven and a quick learner, the successful candidate will have well-rounded experience supporting both custom developed and third-party platforms. The role is within a team responsible for the end-to-end delivery of new technologies or enhancements to existing. The portfolio includes Salesforce Sales Cloud, Marketing Cloud, GeoAnalytics, Informatica Intelligent Cloud System (iPaaS), AdSales order management and billing systems.
Responsibilities
System administration and maintenance
Customer service excellence for service requests, issue and incident resolution
Manage through the testing and roll-out of configuration, application release cycle, enhancements and maintenance
Ensure the stability of operational systems as well as maintain data integrity
Monitor and evaluate system performance, and report on reliability metrics
Alert and incident management, triage and troubleshooting within agreed SLAs
Clear and concise communications on incident status and resolution
Diligent tracking of incident root cause analysis, identify remediation steps and ensure thorough execution
Improve on early detection of issues through automation
Optimize the change and release management processes
Ensure thorough documentation in the team knowledge base
Collaborate with project management, infrastructure, security and architecture during design, development and deployment to ensure system reliability and performance
Perform validation steps in support of infrastructure patching activities
Undertake tech debt clean up activities
Required to participate in after hour on-call rotation with team
Skills and Qualifications
5+ Years of system administration and production support, preferably aligned with the above described application portfolio.
Experience with Salesforce and Informatica Intelligent Cloud Services (IICS) would be ideal.
Bachelor of Computer Science, Engineering or related qualification
Good knowledge of industry standard architectural tools, processes and frameworks
Familiarity with ITIL best practices and service requirements
Windows and Linux OS
Oracle
SQL server
Familiarity with programming languages, preferably python, java or bash- scripting and automation
Solid experience with application monitoring
Experience with cloud operations would be an asset
Strong written and verbal skills

Sr. Technical Support Analyst

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