Job Description

Job Title: Production Support Analyst
Location: Montreal, QCResponsibilities:

• Significantly contribute to governance and control area for the department (Global Banking, ALM Treasury, Functions).
• Ensure that the standard operating procedures are updated and maintained along with their associated controls, and their implementation
• Work on tasks related to Risk and Controls framework development and BAU assessments, Ensure the Bank policies are applied and all teams comply to same
• Ensure the department is audit ready at all times. Be prepared to Represent or assist the representative of the department in all internal and external audits
• Assist in centralizing all incoming projects (Change the Bank) for the platform, and manage deliverables from the team
• Lead ongoing transformation and continuous process improvement initiatives to improve quality, mitigate operational risk and optimize expense
• Identify and streamline KPIs and reporting needs
• Centralize the reporting structure for governance, controls, projects, reports etc. and ensure its maintainability
• Oversee IT continuity exercises for the department and ensure that its recordkeeping is maintained in line with controls
• Own, execute and report the Top-Down activities ITP Management instructs to implement through the Client head of GB, ALMT and Functions
• Oversee and evaluate customer feedback to develop quality improvement processes

• Experience in production support role (5-10 years)
• Good knowledge of ITIL processes and frameworks
• Significant experience with processes like incident, change problem, and release mgmt
• Experience in gathering data and generating reports/graphs with tools like ServiceNow
• Hands on with MS Office tools for reporting and presentations
• Experience with data warehousing and reporting technologies
• Good infrastructure knowledge - Linux, Windows, Cloud computing, replication, architecture
• Excellent communication skills, interacting with users, IT, and stakeholders
• Ability to take initiatives
• Experience in the banking sector with an understanding of regulatory obligations is a strong plus
• Organizational skills

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