Application / Production Support Analyst

Act Digital is seeking an experienced APS Analyst to provide essential day-to-day support for the production environment of multiple applications within our portfolio. As an APS Analyst, you will be responsible for incident, change, and user request management, with a strong focus on Level 1 and Level 2 support.
You will act as the first point of contact for operational issues, working to resolve known problems, escalating complex issues to Level 3 support, and delivering a high level of service to end users. This role offers an exciting opportunity to work on high-impact production systems and collaborate with cross-functional teams to ensure the stability and reliability of critical applications.
Job Description

Level 1 & Level 2 Support
Actively monitor the health of the production environment and systems.
Troubleshoot and resolve incidents promptly, ensuring minimal disruption to users.
Serve as the primary point of contact for all production-related issues and user requests.
Log incidents, track progress, and communicate resolutions to stakeholders.
Escalate unresolved or complex issues to Level 3 support with clear and detailed documentation.
Participate in on-call support rotations outside business hours, when required.
Change & Request Management
Manage and oversee changes within the production environment, ensuring compliance with internal policies and best practices.
Work closely with development teams to prioritize and plan application releases.
Ensure all change requests are properly documented, tested, reviewed, and approved.
Support the execution of production changes during off-hours or weekends, when necessary.
Reporting & Special Projects
Provide regular reporting to management on incident status, trends, and resolution outcomes.
Collaborate with multiple teams to ensure readiness for upcoming changes and provide post-deployment support.
Contribute to root cause analysis and the implementation of corrective actions for recurring incidents.
Participate in special projects related to system upgrades, process improvements, and the rollout of new features.
Qualifications

Experience

• 3 to 5 years of experience in IT support, with a strong focus on production environments.
• Strong experience in incident management, change management, and problem resolution processes.
• Good understanding of backend systems, APIs, and web applications, including Java-based applications.
• Prior experience in the banking or financial services sector is a strong advantage.

Technical Skills
Solid knowledge of databases such as Oracle, MS SQL, and MySQL.
Experience supporting Java applications in production environments.
Familiarity with web technologies (e.g., Angular) is an asset.
Hands-on experience with Unix/Linux environments, Windows servers, and common operating system commands.
Experience with scheduling tools, particularly AutoSys, is required or strongly preferred.
Knowledge of file transfer protocols (e.g., SFTP, FTP, FTPS) is required.
Scripting skills (e.g., Shell, PowerShell, Python) are considered beneficial.
Experience with monitoring tools (e.g., Sysload, Geneos) is a plus.

Additional Information

Nice to Have
Understanding of DevOps practices, CI/CD pipelines, and cloud technologies (e.g., AWS, Azure).
Exposure to release management or deployment coordination activities.

Soft Skills
Excellent written and verbal communication skills and ability to work effectively with cross-functional teams.
Strong organizational skills and attention to detail.
Ability to take initiative, work independently, and prioritize tasks in a fast-paced environment.
Proactive problem-solving mindset with a focus on continuous improvement.
Bilingual proficiency in English and French is required for this role.