- Salary
- C$28 – C$30/hr
- Location
- Calgary, Ontario
- Type
- Contract
- Department
- IT
- Experience
- 5+ years
- Closing date
- Today
Description
Job Description:
Our client a industry leader in the retail space is looking for a L2 Analyst to help support their store applications.
Key Responsibilities:
- Provide second-level support for store applications.
- Troubleshoot and resolve issues related to store applications in a timely manner.
- Monitor application performance and ensure optimal functionality.
- Document all support activities and update knowledge base regularly.
- Advise on and occasionally contribute to monitoring / SRE platforms and systems
- Act as the primary point of contact for the Vendor.
- Coordinate with Vendor to ensure they are meeting service level agreements (SLAs) and working efficiently.
- Report on and contribute to measuring KPIs, i.e., "measuring the success of the team".
- Attend scheduled regular meetings with Vendor to review performance metrics and address any concerns.
- Facilitate communication between internal teams and Vendor for seamless collaboration.
- Provide necessary support to the Vendor by offering relevant information, access, and resources needed for efficient issue resolution.
- Assist in setting up processes for effective Vendor support and ensure compliance with agreed-upon procedures.
- Monitor Vendor performance and provide feedback to drive continuous improvement.
- Occasionally negotiate support processes and agreements between L2 and other support teams within IT and business.
Problem Management:
- Identify recurring issues and perform root cause analysis to prevent future occurrences.
- Develop and implement action plans to address underlying problems.
- Collaborate with cross-functional teams to develop long-term solutions.
- Maintain problem management records and track progress.
- Analyze, summarize and report on problem metrics for the purpose of presentation.
- Influence outcomes and decisions without authority.
- Develop and maintain relationships with Product Owners and Business Partners.
Incident Management:
- Manage and prioritize incidents reported by store staff.
- Ensure timely resolution of incidents in accordance with SLAs.
- Communicate incident status and updates to relevant stakeholders.
- Conduct post-incident reviews to identify areas for improvement.
- Analyze, summarize and report on (major) incidents for the purpose of presentation.
On-Call Support:
- There may be an on-call component, TBD.
- Be available for after-hours on-call support as needed to address urgent issues or incidents affecting store operations.
What you bring:
- 5+ years of Information Technology Service Management (ITSM) experience and/or 5–10 years of experience working in an IT environment.
- Diploma or degree from an accredited technical institution in computer science, information technology, computer engineering, or a related discipline.
- Strong experience with Incident Management and Problem Management, including incident triage, root cause investigation, problem resolution, and coordination across technical teams.
- Proven track record of stakeholder management and leading teams, projects, or cross-functional initiatives.
- Demonstrated ability to influence outcomes and decisions without direct authority, working collaboratively across technical teams, vendors, Product Owners, and business stakeholders.
- Strong data analysis, reporting, and presentation skills, with the ability to identify trends and build a clear narrative from Incident, Problem, SLA, and operational performance data for management audiences.
- Strong technical troubleshooting skills, with the ability to correlate symptoms across applications, databases, networks, servers/infrastructure, integrations, middleware, and business processes to isolate potential causes.
- Experience in L2/L3 application support, production support, DevOps, IT operations, infrastructure, or a similar technical support environment is highly beneficial.
- Experience supporting Retail Technology is considered an asset.
- Experience with ITSM and collaboration platforms such as ServiceNow, Jira, and Confluence is an asset.
- Experience with application monitoring, observability, or SRE practices and tooling is considered an asset.
- ITIL 4 Foundation certification is considered an asset.
- ServiceNow training or certification is considered an asset.
- Microsoft Azure and/or AWS certification is considered an asset.
Skills
AWSAzureJiraConfluenceServiceNowDevOpsSREComplianceITIL