Application Support Analyst / BSA (10+ years) to support production operations for digital channels and online brokerage using incident and problem management, SQL, and performance monitoring tools- 42342 in Toronto

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S.I. Systems Ltd.

Application Support Analyst / BSA (10+ years) to support production operations for digital channels and online brokerage using incident and problem management, SQL, and performance monitoring tools- 42342 in Toronto

Toronto Full-Time On-site

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Our banking client is seeking an Application Support Analyst / BSA (10+ years) to support production operations for digital channels and online brokerage using incident and problem management, SQL, and performance monitoring tools- 42342

Location Address: Toronto/Hybrid: 3 days in office

Contract Duration: 12/01/2026 to 10/31/2027

Schedule Hours: 9am-5pm Monday-Friday; standard 37.5 hrs/week with possible OT at times - Candidates Need to be OK to work on call on a rotation basis

The new contractor will perform KTLO work- incident management and day to day support of Bank Online brokerage / NEO/ Atlantis/ Starburst. The team is already facing staffing challenges as there has been turnover.

Role:Mix of an Application Support Analyst / BSA

Story Behind the Need

Business group: The Digital Engineering Operations team

Project: The Digital Engineering Operations team is responsible for the production support and operation of the Bank’s retail Digital Channels (OnLine and Mobile Banking); Online brokerage; and related production applications.

We are an energetic team and are looking for someone who as enthusiastic about raising customer's Digital Channels expectations and experience

Candidate Value Proposition:

The successful candidate will have the opportunity to be part of a great team culture, within a team works together well; gain exposure to different areas of the bank, not only in technology, but different product lines, vendors; there is a chance to explore interests and work towards them. Working in digital banking puts you at the forefront of the field and there is visibility – successes and challenges are visible to the team and can help define a career path.

Typical Day in Role:

The incumbent is responsible for the maintenance, support and change control of Bank's technology supporting digital channel operations. She/he will part of a team of that will be responsible for incident/problem management of Online brokerage, Mobile brokerage and related production change activities. The incumbent will perform a liaison role and ongoing interaction between various units including, but not limited to:

Canadian Banking;
Digital
Product groups
Business lines
This position will be focused on leadership, building knowledge base, managing various vendor relationships and the customer impact associated with scheduled and unscheduled production events. Please be aware that on a rotation basis, there will be responsibilities outside of traditional working hours and compensation will be provided.
The team dynamic and work environment will be rewarding, and office hours can be flexible.

Responsibilities:

Create an environment in which your team pursues effective and efficient operations of their respective areas while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to risk and compliance
Willingness to work outside of the traditional work week and requires continual shifting of priorities. The role requires attention after hours and on call support
Assist in the development of processes designed to report, analyze and resolve problems with the objective of mitigating the associated operational, reputational, financial, and regulatory risks.
Demonstrate leadership abilities and collaborate effectively with various technology and product partners.
Be curious as the skill set and product knowledge will be ever evolving
Must be flexible to adapt to a dynamic environment, balance simultaneous priorities and make quick and sound decisions under pressure

Skill that will enable you to succeed:

Excellent knowledge of incident and problem management
Experience working on call 24/7 including weekends performing L2 or greater application support
Experience supporting mission critical tier 1 applications such as payments, trading and authentication within banking, wealth management, capital markets, insurance organizations.
Familiarity with Investment Management Solutions encompassing portfolio management, reconciliation, settlement, equities/fixed income/ derivative trade booking, account management
Drive recovery efforts in collaboration with technology, vendor and product owner stakeholders
Apply sound SRE practices to ensure monitored applications adhere to SLOs
Strong business analysis skills towards documenting operational processes, creating knowledge base and standardization of work
Contribute deep analysis to root cause analysis and post-incident reviews to prevent recurrence and achieve resiliency
Strong logical thinking in understanding end to end use cases, as well as mapping them to system flows
Strong ability to articulate meaningful client impact statements to a broad audience
Curious and experimental mindset to drive innovation amidst uncertainty
Effective communication and diplomacy skills are required to liaise between groups of varying technical expertise and interests.
Provide support towards maintenance and release activities including patching, DR tests, certificate renewals, OS upgrades etc.
Familiarity with relational databases and scripting including SQL, shell scripting, UNIX/ Linux
Working knowledge of Service Now, JIRA and Confluence or other enterprise support platforms

Must Have Skills:

10+ years experience working in a related IT field and/or supporting business
2+ years supporting high critical business functions such as trading, payments or business functions / investment use cases within a Canadian financial institution
2+ years experience in performing SQL queries / reports or Database administration
2+ years utilizing performance and capacity management tools such as Dynatrace, Kabana, AppDynamics, Splunk, CA Introscope & Datadog, Gomez or New Relic
5+ years in an application support capacity. This will include incident and problem management.
Experience or strong personal interest in wealth management, personal finance, investing, capital marketing.

Nice to haves

Experience within a major Canadian financial institution.
Experience in order routing vendors such as Broadridge, Fidessa FIX gateway or IRESS
2 + years experience with enterprise collaboration tools: JIRA, Confluence, SharePoint, Service Now.
Some familiarity with Dynatrace
A strong understanding of microservices deployed within Cloud computing platforms – AWS, Kubernetes / Docker; GKE; Azure PCF is an asset
Background in user interface testing including desktop web, mobile web, Android and iOS

NOTE: Candidates Need to be OK to work on call on rotation basis – on weekends/evenings as well

Degrees or certifications:

- Post-secondary degree in a related field (technical or business)

- Completion of the Canadian Securities Course or CFA is nice have

Best Vs average: Ideal candidate has a curious mindset who asks probing questions, helps in growth when doing incident management, has a strong customer focus with understanding of how work impacts the customer; strong in incident management, supporting wealth management user journeys; ability to communicate the customer impact concisely and tie back to system problem and vice versa (e.g. trying to understand why system broken as am impact of a broken customer journey)

Selection process:

1 round – with HM – 1 hour – MS Teams Video Interview – video on required – behavioural – business and technical questions

Potential 2 nd round in-person interview if needed.