Application Support Analyst / BSA (10+ years) to support production operations for digital channels and online brokerage using incident and problem management, SQL, and performance monitoring tools- 42342

Application Support Analyst / BSA (10+ years) to support production operations for digital channels and online brokerage using incident and problem management, SQL, and performance monitoring tools- 42342

Our banking client is seeking an Application Support Analyst / BSA (10+ years) to support production operations for digital channels and online brokerage using incident and problem management, SQL, and performance monitoring tools- 42342

Location Address: Toronto/Hybrid: 3 days in office

Contract Duration: 12/01/2026 to 10/31/2027

Schedule Hours: 9am-5pm Monday-Friday; standard 37.5 hrs/week with possible OT at times - Candidates Need to be OK to work on call on a rotation basis

The new contractor will perform KTLO work- incident management and day to day support of Bank Online brokerage / NEO/ Atlantis/ Starburst. The team is already facing staffing challenges as there has been turnover.

Role:Mix of an Application Support Analyst / BSA

Story Behind the Need

Business group : The Digital Engineering Operations team

Project : The Digital Engineering Operations team is responsible for the production support and operation of the Bank’s retail Digital Channels (OnLine and Mobile Banking); Online brokerage; and related production applications.

We are an energetic team and are looking for someone who as enthusiastic about raising customer's Digital Channels expectations and experience

Candidate Value Proposition:

The successful candidate will have the opportunity to be part of a great team culture, within a team works together well; gain exposure to different areas of the bank, not only in technology, but different product lines, vendors; there is a chance to explore interests and work towards them. Working in digital banking puts you at the forefront of the field and there is visibility – successes and challenges are visible to the team and can help define a career path.

Typical Day in Role:

The incumbent is responsible for the maintenance, support and change control of Bank's technology supporting digital channel operations. She/he will part of a team of that will be responsible for incident/problem management of Online brokerage, Mobile brokerage and related production change activities. The incumbent will perform a liaison role and ongoing interaction between various units including, but not limited to:

• Canadian Banking;
• Digital
• Product groups
• Business lines
• This position will be focused on leadership, building knowledge base, managing various vendor relationships and the customer impact associated with scheduled and unscheduled production events. Please be aware that on a rotation basis, there will be responsibilities outside of traditional working hours and compensation will be provided.
• The team dynamic and work environment will be rewarding, and office hours can be flexible.

Responsibilities:

• Create an environment in which your team pursues effective and efficient operations of their respective areas while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to risk and compliance
• Willingness to work outside of the traditional work week and requires continual shifting of priorities. The role requires attention after hours and on call support
• Assist in the development of processes designed to report, analyze and resolve problems with the objective of mitigating the associated operational, reputational, financial, and regulatory risks.
• Demonstrate leadership abilities and collaborate effectively with various technology and product partners.
• Be curious as the skill set and product knowledge will be ever evolving
• Must be flexible to adapt to a dynamic environment, balance simultaneous priorities and make quick and sound decisions under pressure

Skill that will enable you to succeed:

• Excellent knowledge of incident and problem management
• Experience working on call 24/7 including weekends performing L2 or greater application support
• Experience supporting mission critical tier 1 applications such as payments, trading and authentication within banking, wealth management, capital markets, insurance organizations.
• Familiarity with Investment Management Solutions encompassing portfolio management, reconciliation, settlement, equities/fixed income/ derivative trade booking, account management
• Drive recovery efforts in collaboration with technology, vendor and product owner stakeholders
• Apply sound SRE practices to ensure monitored applications adhere to SLOs
• Strong business analysis skills towards documenting operational processes, creating knowledge base and standardization of work
• Contribute deep analysis to root cause analysis and post-incident reviews to prevent recurrence and achieve resiliency
• Strong logical thinking in understanding end to end use cases, as well as mapping them to system flows
• Strong ability to articulate meaningful client impact statements to a broad audience
• Curious and experimental mindset to drive innovation amidst uncertainty
• Effective communication and diplomacy skills are required to liaise between groups of varying technical expertise and interests.
• Provide support towards maintenance and release activities including patching, DR tests, certificate renewals, OS upgrades etc.
• Familiarity with relational databases and scripting including SQL, shell scripting, UNIX/ Linux
• Working knowledge of Service Now, JIRA and Confluence or other enterprise support platforms

Must Have Skills:

• 10+ years experience working in a related IT field and/or supporting business
• 2+ years supporting high critical business functions such as trading, payments or business functions / investment use cases within a Canadian financial institution
• 2+ years experience in performing SQL queries / reports or Database administration
• 2+ years utilizing performance and capacity management tools such as Dynatrace, Kabana, AppDynamics, Splunk, CA Introscope & Datadog, Gomez or New Relic
• 5+ years in an application support capacity. This will include incident and problem management.
• Experience or strong personal interest in wealth management, personal finance, investing, capital marketing.

Nice to haves

• Experience within a major Canadian financial institution.
• Experience in order routing vendors such as Broadridge, Fidessa FIX gateway or IRESS
• 2 + years experience with enterprise collaboration tools: JIRA, Confluence, SharePoint, Service Now.
• Some familiarity with Dynatrace
• A strong understanding of microservices deployed within Cloud computing platforms – AWS, Kubernetes / Docker; GKE; Azure PCF is an asset
• Background in user interface testing including desktop web, mobile web, Android and iOS

NOTE : Candidates Need to be OK to work on call on rotation basis – on weekends/evenings as well

Degrees or certifications:

- Post-secondary degree in a related field (technical or business)

- Completion of the Canadian Securities Course or CFA is nice have

Best Vs average: Ideal candidate has a curious mindset who asks probing questions, helps in growth when doing incident management, has a strong customer focus with understanding of how work impacts the customer; strong in incident management, supporting wealth management user journeys; ability to communicate the customer impact concisely and tie back to system problem and vice versa (e.g. trying to understand why system broken as am impact of a broken customer journey)

Selection process:

1 round – with HM – 1 hour – MS Teams Video Interview – video on required – behavioural – business and technical questions

Potential 2 nd round in-person interview if needed.

Our banking client is seeking an Application Support Analyst / BSA (10+ years) to support production operations for digital channels and online brokerage using incident and problem management, SQL, and performance monitoring tools- 42342

Location Address: Toronto/Hybrid: 3 days in office

Contract Duration: 12/01/2026 to 10/31/2027

Schedule Hours: 9am-5pm Monday-Friday; standard 37.5 hrs/week with possible OT at times - Candidates Need to be OK to work on call on a rotation basis

The new contractor will perform KTLO work- incident management and day to day support of Bank Online brokerage / NEO/ Atlantis/ Starburst. The team is already facing staffing challenges as there has been turnover.

Role:Mix of an Application Support Analyst / BSA

Story Behind the Need

Business group : The Digital Engineering Operations team

Project : The Digital Engineering Operations team is responsible for the production support and operation of the Bank’s retail Digital Channels (OnLine and Mobile Banking); Online brokerage; and related production applications.

We are an energetic team and are looking for someone who as enthusiastic about raising customer's Digital Channels expectations and experience

Candidate Value Proposition:

The successful candidate will have the opportunity to be part of a great team culture, within a team works together well; gain exposure to different areas of the bank, not only in technology, but different product lines, vendors; there is a chance to explore interests and work towards them. Working in digital banking puts you at the forefront of the field and there is visibility – successes and challenges are visible to the team and can help define a career path.

Typical Day in Role:

The incumbent is responsible for the maintenance, support and change control of Bank's technology supporting digital channel operations. She/he will part of a team of that will be responsible for incident/problem management of Online brokerage, Mobile brokerage and related production change activities. The incumbent will perform a liaison role and ongoing interaction between various units including, but not limited to:

• Canadian Banking;
• Digital
• Technology partners;
• Customer facing staff:
• QA departments
• Vendors
• Product groups
• Business lines

• This position will be focused on leadership, building knowledge base, managing various vendor relationships and the customer impact associated with scheduled and unscheduled production events. Please be aware that on a rotation basis, there will be responsibilities outside of traditional working hours and compensation will be provided.
• The team dynamic and work environment will be rewarding, and office hours can be flexible.

Responsibilities:

• Create an environment in which your team pursues effective and efficient operations of their respective areas while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to risk and compliance
• Willingness to work outside of the traditional work week and requires continual shifting of priorities. The role requires attention after hours and on call support
• Assist in the development of processes designed to report, analyze and resolve problems with the objective of mitigating the associated operational, reputational, financial, and regulatory risks.
• Demonstrate leadership abilities and collaborate effectively with various technology and product partners.
• Be curious as the skill set and product knowledge will be ever evolving
• Must be flexible to adapt to a dynamic environment, balance simultaneous priorities and make quick and sound decisions under pressure

Skill that will enable you to succeed:

• Excellent knowledge of incident and problem management
• Experience working on call 24/7 including weekends performing L2 or greater application support
• Experience supporting mission critical tier 1 applications such as payments, trading and authentication within banking, wealth management, capital markets, insurance organizations.
• Familiarity with Investment Management Solutions encompassing portfolio management, reconciliation, settlement, equities/fixed income/ derivative trade booking, account management
• Drive recovery efforts in collaboration with technology, vendor and product owner stakeholders
• Apply sound SRE practices to ensure monitored applications adhere to SLOs
• Strong business analysis skills towards documenting operational processes, creating knowledge base and standardization of work
• Contribute deep analysis to root cause analysis and post-incident reviews to prevent recurrence and achieve resiliency
• Strong logical thinking in understanding end to end use cases, as well as mapping them to system flows
• Strong ability to articulate meaningful client impact statements to a broad audience
• Curious and experimental mindset to drive innovation amidst uncertainty
• Effective communication and diplomacy skills are required to liaise between groups of varying technical expertise and interests.
• Provide support towards maintenance and release activities including patching, DR tests, certificate renewals, OS upgrades etc.
• Familiarity with relational databases and scripting including SQL, shell scripting, UNIX/ Linux
• Working knowledge of Service Now, JIRA and Confluence or other enterprise support platforms

Must Have Skills:

• 10+ years experience working in a related IT field and/or supporting business
• 2+ years supporting high critical business functions such as trading, payments or business functions / investment use cases within a Canadian financial institution
• 2+ years experience in performing SQL queries / reports or Database administration
• 2+ years utilizing performance and capacity management tools such as Dynatrace, Kabana, AppDynamics, Splunk, CA Introscope & Datadog, Gomez or New Relic
• 5+ years in an application support capacity. This will include incident and problem management.
• Experience or strong personal interest in wealth management, personal finance, investing, capital marketing.

Nice to haves

• Experience within a major Canadian financial institution.
• Experience in order routing vendors such as Broadridge, Fidessa FIX gateway or IRESS
• 2 + years experience with enterprise collaboration tools: JIRA, Confluence, SharePoint, Service Now.
• Some familiarity with Dynatrace
• A strong understanding of microservices deployed within Cloud computing platforms – AWS, Kubernetes / Docker; GKE; Azure PCF is an asset
• Background in user interface testing including desktop web, mobile web, Android and iOS

NOTE : Candidates Need to be OK to work on call on rotation basis – on weekends/evenings as well

Degrees or certifications:

- Post-secondary degree in a related field (technical or business)

- Completion of the Canadian Securities Course or CFA is nice have

Best Vs average: Ideal candidate has a curious mindset who asks probing questions, helps in growth when doing incident management, has a strong customer focus with understanding of how work impacts the customer; strong in incident management, supporting wealth management user journeys; ability to communicate the customer impact concisely and tie back to system problem and vice versa (e.g. trying to understand why system broken as am impact of a broken customer journey)

Selection process:

1 round – with HM – 1 hour – MS Teams Video Interview – video on required – behavioural – business and technical questions

Potential 2 nd round in-person interview if needed.