Role: Application Support Analyst – Front Office Technology
Location: Mississauga, ON (3 days hybrid)
Contract/Fulltime
Responsibilities:
- Provide L1/L2 application support for Front Office platforms supporting deal capture, trade booking, lifecycle events, and portfolio credit analytics, ensuring stable operation and timely service restoration.
- Perform incident intake, triage, impact assessment, and prioritization; resolve issues at L1/L2 where possible and escalate to L3/engineering/infrastructure with clear diagnostics, evidence, and reproduction steps.
- Execute ITIL-aligned Incident, Problem, and Change Management processes, ensuring adherence to SLAs/OLAs and consistent stakeholder communications.
- Use ServiceNow (or equivalent) to manage incidents/requests/changes end-to-end, including accurate updates, handoffs, approvals, and closure documentation.
- Troubleshoot functional and technical issues impacting trade booking and lifecycle flows (e.g., booking validations, lifecycle amendments, cancel/correct, and downstream confirmations/settlement integrations), coordinating with upstream/downstream teams as needed.
- Support operational stability of portfolio credit analyticsworkflows by investigating calculation breaks, data refresh issues, and feed/interface failures, coordinate resolution and preventive fixes through problem management.
- Diagnose and validate data issues using SQL (reconciliation, break analysis, anomaly identification) to isolate root symptoms and accelerate resolution.
- Perform Linux-based troubleshooting (log review, job/process checks) to identify failure points and provide actionable escalation context to engineering and infrastructure teams.
- Monitor and support batch/scheduled processing and critical operational checks; manage reruns/recovery steps and ensure timely completion of daily cycles.
- Assist with deployments, releases, and environment upgradesacross DEV/UAT/PROD, including pre-release validation (smoke checks) and post-release monitoring; exposure to CI/CD practices is a plus.
- Track defects, enhancements, and operational work items in Jiraand maintain knowledge assets and technical documentation in Confluence.
- Develop and maintain runbooks and repeatable procedures for common support scenarios and recovery actions to reduce MTTR (mean time to recover) and improve consistency.
- Create lightweight automation utilities using Python / PowerShell / Shell scripting to streamline repetitive support tasks and improve operational controls.
- Provide clear stakeholder communications during incidents and changes, including status updates, business impact summaries, and post-incident reporting/trend insights when required.
Requirements:
- Experience in application support, production support, technology operations, or a similar L1/L2 support role.
- Understanding of financial markets, Investment Banking, Capital Markets, or Front Office technology environments.
- Working knowledge of trade booking, deal capture, trade lifecycle, confirmations, settlement, or related financial services workflows.
- Experience supporting business-critical applications in a controlled production environment.
- Practical knowledge of Incident, Problem, and Change Management processes.
- Experience using ServiceNow or a similar ITSM platform.
- Experience with SQL for data investigation, reconciliation, and issue analysis.
- Working knowledge of Linux/Unix environments and command-line troubleshooting.
- Experience with application logs, batch processing, scheduled jobs, interfaces, and operational monitoring.
- Familiarity with Jira and Confluence.
- Strong analytical and problem-solving skills.
- Ability to communicate clearly with business users, technology teams, engineering teams, and infrastructure teams.
- Ability to manage multiple priorities while working effectively during time-sensitive incidents.
- Strong attention to detail and commitment to operational controls, documentation, and service quality.
