Summary

The successful candidate will be responsible for the 2nd and 3rd level support and maintenance of all core application related infrastructure. This position reports to the Team Lead, Application Support. After hours support/on-call duties will be required.

• Provide 2nd and 3rd level core application support
• Ensure all incidents are properly addressed updated and closed in accordance with predetermined Service Levels, Incident and Problem Management processes
• Act as a key on call contact for issues and investigations related to core applications
• Perform trend analysis to highlight reoccurring incidents within production applications environment and develop solutions to address root cause
• Identify, research, and resolve technical problems pertinent to the applications, including code level analysis
• Conduct investigations into production failures and anomalies to determine the root cause of large or system issues and provide development recommendations for resolution
• Demonstrate a commitment to knowledge centered support principles
• Develop and promote security best practices for production applications within the organization
• Provide technical expertise to internal customers through collaboration with the end-user community for the clarification of requirements and the communication of solutions
• Participate in internal audit processes for corporate applications
• Work with the IT Team to ensure a smooth support transition from the project implementation teams to Support
• Ensure management is updated on issues in a timely manner
• Additional tasks may be assigned as required

• Willing to take a customer-focused approach to delivering support
• Exceptional troubleshooting and problem-solving skills
• A self-starter with the creativity to solve problems both independently and collaboratively
• Ability to learn new concepts, systems, and software independently and quickly
• Ability to take a holistic approach to delivering support
• 5 years related experience in software development and support in a multi-platform environment.
• 3+ years scripting (Unix, Perl scripting)
• 3+ years relational database (DB2, SQL SERVER)
• Knowledge of Service Oriented Architecture (SOA), Enterprise Service Bus (ESB)
• Familiar with tools like Apache ServiceMix and Tomcat
• Experience with application interfacing (AIF, XML/SOAP web services, business connectors, APIs)
• Development experience with C++, .NET, IBM WebSphere Suite
• Experience with data models, SQL tuning and DB interface
• Strong ability to communicate and document clearly and effectively
• Ability to build strong team relationships
• Ability to follow processes and guidelines
• Ability to work with all levels of staff
• Ability to take personal initiative and observe confidentiality
• Ability to work with internal and external vendors in a professional manner
• Ability to multitask in a fast-paced environment
• Working knowledge of Modern Telecom Systems
• SIP & RTP
• CTI Applications
• SIP trunks
• PRI’s
• Nortel CS100 & Avaya

This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.  Accommodations for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.