Support Analyst - Unified Communications
Role Overview
Monitors, restores, changes, and supports mission-critical systems to meet business service levels.
Provides technology and service desk support and coordinates incident management, production deployments, and third-party provider engagement.
The description is truncated after the qualifications section begins.
Key Skills for This Role
Full Job Posting
Role overview
Monitors, restores, changes, and supports mission-critical systems to meet business service levels.
Provides technology and service desk support and coordinates incident management, production deployments, and third-party provider engagement.
The description is truncated after the qualifications section begins.
Core duties
- Monitor infrastructure, applications, security, and business transactions; identify performance issues and operational improvements.
- Lead or conduct incident recovery, initial triage, investigation, service restoration, and root-cause analysis.
- Provide inbound-call support for application, technical, and IMACD needs using available knowledge bases and runbooks.
- Deploy production changes and manual code, provision infrastructure and applications, and resolve implementation issues.
- Participate in testing cycles to confirm deployment readiness and operability.
- Work with development teams on monitored, self-healing solutions and analyze complex technology problems.
- Provide end-to-end support across computers, applications, networks, and storage.
- Collaborate across the bank and with third-party providers; develop operational knowledge assets and promote standards and best practices.
Qualifications
- Typically 2–4 years of work experience in an IT or business environment and/or a bachelor’s degree in computer science, engineering, information systems, mathematics, or business.
- Understanding of IT operating processes, including monitoring, logging, and alerting standards.
- Knowledge of support and operations practices, concepts, and technology.
- The provided description ends mid-qualification, so further requirements may be missing.
Technology and additional qualifications
- Microsoft Intune, Microsoft Teams, AWS Connect, and SIP or other unified communications knowledge are described as beneficial.
- ITIL Foundation certification and experience in a ServiceNow incident management environment are described as assets.
- Strong technical and/or business functional knowledge of systems, timing, and dependencies.
Risk and working approach
Use judgment to diagnose and solve problems within applicable rules and work independently on complex tasks.
Apply the bank’s risk management framework and make risk-informed decisions consistent with applicable policies, standards, laws, and regulations.
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