Operations Support (Production Support) Analyst to manage incidents and application support within wealth operations technology - JP915

Position Title: Operations Support Analyst

Line of Business: Operations Technology

Duration: 5 months (until 31 Oct - Possibility of Extension or Conversion)

Location: Downtown Toronto - Hybrid (2 days; 1 day Tuesday, 1 floating day)

Working hours: 8:30 - 4:30

Role Mandate: A Support or Service Delivery Analyst in Business Solutions and Wealth Operations Technology - Systems & Applications would use existing playbook/intake and ServiceNow to manage incidents - plays a critical role in maintaining the stability, accuracy, and availability of wealth management platforms and services. The Analyst responsibilities typically would span from incident management, application support, stakeholder communication, and operational controls.

Role Responsibilities Include (but are not limited to):

Below are the key responsibilities:

1. Incident Management

• Assist to log, categorize, and prioritize incidents using Playbook/Intake according to impact and urgency

• Perform initial triage to determine whether the issue is system, data, integration, or user-related or major incident

• Track reported incidents end-to-end, ensuring ownership is assigned and SLAs are met

• Follow up proactively on aging or high-severity incidents until full resolution

• Validate fixes with users before closing incidents

• Ensure incident records are complete, accurate, and audit-ready

2. Application & System Support (Wealth Operations)

• Provide functional and technical support for wealth platforms

• Identify recurring issues and escalate potential systemic or root-cause problems

• Interpret errors, batch failures, reconciliation breaks, or data mismatches

• Support daily operational processes tied to wealth operations

• May be required to call SOC when there’s high priority and/or an Incident has significant impact to Operations/Business Team

3. Root Cause & Problem Management Support

• Assist to follow-up with technology partner/vendor in finding the root cause analysis (RCA) for recurring or major incidents

• Contribute to problem records and permanent fixes

• Identify opportunities for process improvement or automation

4. Stakeholder Communication & Coordination

• Act as a liaison between:

o Wealth Operations users

o Technology/Support teams

o Vendors or third-party system providers

• Provide clear, timely updates on incident status and expected resolution

• Translate technical findings into business-friendly language when needed

• Participate in incident review or post-mortem discussions as required

5. Change & Release Awareness

• Monitor incidents related to recent system changes or releases

• Validate or coordinate with Ops/Business team that changes do not negatively impact wealth operations workflows

• Support post-release issue tracking and stabilization efforts

6. Documentation & Knowledge Management

• Maintain and contribute to knowledge articles, runbooks, and SOPs

• Document known errors, workarounds, and recovery steps

• Ensure knowledge assets are reusable for faster incident resolution

7. Continuous Improvement Contributions

• Analyze incident trends and recommend process or system enhancements

• Suggest workflow improvements or reporting needs

• Participate in efficiency, quality, or operational resilience initiatives

Must-Have Skills:

· Must be able to function in a fast paced environment, and prioritize according to team needs

· Organized, diligent, able to meet given SLAs/deadlines

· Field escalation issues appropreitaly,

· Excellent verbal, written communication skills

· Ability to liaise to senior leadership, as well as internal and external stakeholders

· Comfortable running meetings with leadership

· Ability to translate/communicate solutions into actionable items

· Proficient with technology [Microsoft Suite]

Nice to Have Skills:

· Previous experience within the Financial Industry

· Previous Wealth experience.

Interviews:

· 1st round - Reporting Manager

• · 2nd Round - Hiring Manager