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Production Support Level 1 Specialist

Min Experience

1 years

Location

Montréal, Canada, Québec, Québec, Canada, Province of Quebec, Quebec, Canada, British Columbia, British Columbia, Canada

JobType

full-time

About the role

The Production Support Level 1 Specialist reports to the Manager, Production support and works closely with a team of 15 Production Support Specialist between Level 1 and Level 2. The incumbent is responsible for all client facing application production support and incident resolution. The incumbent will provide incident support, perform escalation and drive problem resolution for all of Equisoft's Clients. He or she will support root cause analysis and provide tactical and strategic solutions. Work with customer (insurance and financial compagnies) requests and tickets, multi-task and escalate tickets to the appropriate staff member and serve as primary liaison between the support team and the customer in daily operations. Solve client problems through effective listening skills, positive action, information gathering and/or ticket escalation. Coordinate with various teams and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes. Exercise a good understanding of business processes and application usage to meet operational goals and perform client training. Work with Release Coordinators for the release management activities. Maintain consistent communication with business stakeholders through the incident and problem resolution processes. Understand Key Performance Indicators (KPI), Service Level Agreement Metrics (SLA) and report outcomes to management. Occasionally perform Quality Assurance tasks for testing of new software versions. Follow procedures, and continually improve internal processes for maintenance of solutions that are in production. Monitor and provide support to workflows and provide expert knowledge on all workflow designs. Monitor all alerts following set procedures and escalate where appropriate. Analyze past incidents, create, develop and execute steps to avoid repetition. Eliminate occurrence in future. Analyze logs to proactively identify potential issues and create mitigation plans. Develop and maintain both internal and external (Client facing) technical / user documentation.

About the company

Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world's leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks to our business needs-driven approach, industry knowledge, cutting-edge technologies and experts. With its business-driven approach, in-depth industry knowledge, cutting-edge technologies and multicultural team of experts based in North America, the Caribbean, Latin America, Europe, Africa, Asia and Australia, Equisoft helps its customers meet the challenges of this era of digital transformation

Skills

sql
database
troubleshooting
problem-solving
incident-resolution
communication
documentation