Role: Application Support Analyst – Front Office Technology
Location: Mississauga, ON(3 days hybrid)
Contract/Fulltime
Our challenge
- We are seeking an Application Support Analyst to provide L1/L2 application support for Front Office Investment Banking and Capital Markets technology platforms.
- The role will focus on Deal Capture, Trade Booking and Lifecycle Management, as well as Portfolio Credit Analytics workflows. You will be responsible for ensuring day-to-day application stability, performing incident triage and functional troubleshooting, supporting controlled change and release execution, and partnering with business, technology, engineering, and infrastructure teams to drive timely resolution and improved service outcomes.
- The successful candidate will combine strong application support fundamentals with an understanding of financial markets workflows, data analysis, operational controls, and IT service management practices.
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.
Preferred skills:
- Experience supporting deal capture, trade booking, lifecycle management, or portfolio credit analytics platforms.
- Knowledge of trade lifecycle events, including amendments, cancellations, corrections, confirmations, and settlement processes.
- Experience with financial products, such as loans, bonds, derivatives, credit products, or structured transactions.
- Exposure to batch scheduling and enterprise job-control tools.
- Experience supporting REST, messaging, file-based, or other system-to-system integrations.
- Familiarity with CI/CD tools and deployment practices.
- Experience writing automation scripts using Python, PowerShell, or Shell.
- Knowledge of monitoring, alerting, and observability tools.
- Experience with root-cause analysis, service improvement, and operational resilience initiatives.
- ITIL certification or equivalent experience.
- Exposure to cloud platforms, containerized environments, or modern application support practices.
