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Senior Production Support Analyst, Windows - Questrade, Inc.

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Senior Production Support Analyst, Windows
Location: Toronto
Job Code: QTG010
# of openings: 1

Position Title
Senior Production Support Analyst (Windows)
The purpose of the Senior Production Support Analyst is to provide technical support for Questrade applications
Job Summary
Provide 3-rd tier technical production support for mission critical brokerage applications and databases. Timely investigate and troubleshoot incidents, support issue resolutions database, be involved into configuration and installation of applications. Work with development, QA and infrastructure teams to understand applications and resolve incidents.
Job Responsibilities
·         Timely investigate and troubleshoot production technical incidents
·         Conduct Proactive Monitoring of production systems
·         Setup and maintain a framework of application solutions and procedures that would proactively monitor production systems and report any inconsistencies or potential problems
·         Provide shift support to applications during mission critical times, monitor batch processes
·         Manage packages, perform configuration and deployment of production applications
·         Provide timely updates to Operations as to resolution process and time required to resolve once available
·         Work with vendors and multiple business, development and quality assurance groups to understand the issues related to production incidents and quickly and properly resolve them
·         Work with QA, Development, DBA and System Admin and Network teams in order to facilitate change management process
·         Adhere to consistent incident resolution process and work on its improvement
·         Support and keep up to date issue resolutions database
·         Assist to and lead junior members of the support team
·         Excellent time-management and organizational abilities that facilitate structured teamwork
·         Takes ownership of tasks and drives projects through to completion
·         Excellent problem investigating, analyzing and solving skills
·         Strong Windows administrating and troubleshooting skills
·         Experience supporting .NET Web applications
·         Good knowledge of at least one of Linux shell scripting languages
·         Knowledge and experience in using at least one of the following database servers (Sybase, Oracle, MySQL, or MS SQL Server)
·         Good understanding of networks, routers, and TCP/IP, UDP and multicast protocols.
·         Experience in support of critical production systems (2+ years) is desirable
·         Experience working in the environment with well established Change and Configuration Management processes is desirable
·         Experience troubleshooting distributed application performance issues: OS, database or network related (nice to have)
·         Familiarity with SVN source control (nice to have)
·         Working knowledge of Python
·         Highly developed written and oral communication, facilitation and negotiation skills
·         Able to focus while under pressure and pay close attention to detail
·         Willingness to multi-task and be flexible to take on varied responsibilities
·         BS Degree in engineering, computer science or related discipline is desired
·         Experience and/or personal interest in the financial industry an asset
·         Loves to learn and demonstrates a commitment to learning Questrade's business and ongoing professional development

Last updated on March 30, 2011