Sr. Technical Support Analyst

This job posting is for an existing, active vacancy and we are looking to hire Sr. Technical Support Analyst at Toronto, ON.

Client is 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 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