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About the Role
We are seeking a Senior Application Support Analyst with Pega expertise to provide world-class user support, resolve issues promptly, and ensure high customer satisfaction. This role involves system health checks, monitoring, analysis of operational failures, and root cause identification. You will also be responsible for maintaining support documentation and collaborating with IT partners.
Responsibilities
- Provide world class user support to a wide variety of RBC employees on a day-to-day basis, resolving issues in a timely fashion with a high level of customer satisfaction.
- Use outstanding organizational and communication skills to stay on top of ongoing issues and manage situations involving multiple teams, both technical and business.
- Perform system health check, monitoring, alerting, and corresponding action as required.
- Lead the investigation and analysis of application operational failures through to resolution, and drive follow-up for root cause identification.
- Analyze system monitoring dashboard (Dynatrace), logging system (ELK), and other tools to identify potential issues, conflicts, and risks.
- Ensure the production and maintenance of high-quality support documents and processes.
- Write simple SQL queries against database and generate reports.
- Establish healthy working relationships across a variety of IT partners / units and platforms to build influence and impact with key business partners.
Requirements
- Experience with Pega platform and Pega-based applications.
- Experience with AI-powered, application support-focused solutions.
- Experience with architecture/process workflow analysis and design.
- Deadline-driven and results-oriented; able to meet consistently high-quality standards while handling a variety of tasks and deadlines simultaneously.
- Excellent interpersonal and communication skills (verbal and written).
- Basic knowledge and troubleshooting of SQL, Unix, Job Scheduling etc.
- Experience with monitoring tools and creating dashboards on ELK stack, Dynatrace, and PagerDuty.
- Flexibility to be part of a rotational on-call support model.
- May require onsite interview.
Skills
- Pega platform
- Pega-based applications
- AI-powered application support
- Architecture/process workflow analysis and design
- SQL
- Unix
- Job Scheduling
- ELK stack
- Dynatrace
- PagerDuty
- Monitoring tools
- Dashboard creation
Location
- Toronto
Work Type
- Hybrid
- 4 Days Onsite
Experience Level
- 6+ years
- Senior
Salary/Compensations
- $50-$52/Hr.
About the Company
- Aarorn Technologies is hiring.