Production Support Analyst

Address:

This role is central and critical to bank with high visibility, with a focus on technology that is improving and employing automation and efficiency improvement.

• This position requires an 8-hour shift scheduled between 9:00 a.m. and 9:00 p.m., on any five days per week, including weekends.
• On-call or pager duties are NOT required.

This is a HYBRID role.

KEY Duties/Responsibilities:

• Work as part of the team in monitoring, service restoration, changes, support, and handling day-to-day activities (7/24/365) required to Run the mission critical IT systems for the company ensuring business Service Levels are met, environments are managed.
• Works as part of the team in monitoring Service Desk requests, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident
• Works with development teams to build solutions that use enterprise monitoring/logging, are “self-healing”, and require minimal to zero maintenance.
• Monitor and track performance and addresses any issues.
• Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.

TOP KEY SKILLS:

• 3-5 years of experience working with SQL, including writing complex queries, data analysis, performance optimization, data validation, and troubleshooting data issues.
• 3-4 years of experience with Data Warehousing concepts and technologies, including ETL/ELT processes, data modeling, data quality management, and supporting enterprise data platforms.
• 2-3 years of experience working in Linux environments, including file management, permissions, process monitoring, log analysis, shell scripting, and system-level troubleshooting.
• 2-3 years of experience supporting and maintaining ESP Workstation (or equivalent workload automation/scheduling tools), including job scheduling, monitoring, dependency management, failure recovery, and operational support.

Additional Details:

Core Knowledge:

• Typically, 4-6 years of work experience in IT or business environment and/or B.S./B.A. in computer science, engineering, information systems or math.
• Proficient level of knowledge in MS SQL, Netezza or other data warehousing environments would be beneficial.
• ITIL Foundation Certification and experience working in a ServiceNow incident management environment would be an asset.
• Working knowledge of ESP, AutoSys, Control-M or other batch scheduling software would be an asset.
• Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
• Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
• Technical and/or business functional knowledge of systems, tools, timing, and dependencies.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem-solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth

Responsibilities:

• Work as part of the team in monitoring, service restoration, changes, support, and handling day-to-day activities (7/24/365) required to Run the mission critical IT systems for the company ensuring business Service Levels are met, environments are managed.
• Works as part of the team in monitoring Service Desk requests, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident
• Executes fail-over and/or Disaster Recovery of infrastructure and applications in support of business continuity plans of the company
• Works with development teams to build solutions that use enterprise monitoring/logging, are “self-healing”, and require minimal to zero maintenance.
• Possesses strong technical and/or business functional knowledge of systems, timing and dependencies.
• Conducts independent analysis and assessment to resolve strategic issues.
• Monitors and tracks performance and addresses any issues.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Leads/Conducts incident recovery and detailed root case analysis.
• Deploys manual code to production environment.
• Facilitates or completes analysis, design and configuration of viable solutions to highly complex technology problems that would improve data center and support activities.
• Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc.
• Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.
• Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.
• Supports deployment activities, managing implementation issues to resolution.
• Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.
• Monitors technical infrastructure, applications and/or business transactions through automated systems and instrumentation across the environment.
• Collaborates and engages with the appropriate areas across the bank.
• Develops or helps to develop the knowledge assets required for the operation.
• Promotes adherence to standards and industry best practices.
• Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas.
• Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.
• Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.