We are seeking a skilled Oracle SQL/PL SQL Application Support Analyst to join our production support team under the Wholesale Credit Banking (WCB) Application Support Services (APS) organization. The candidate will primarily support the LoanIQ application and be responsible for ensuring the smooth operation and ongoing support of production systems.
Key Responsibilities
- Proactively monitor and manage the production environment, ensuring system stability and performance.
- Responsible for managing incidents, ensuring proper follow-up, and driving resolutions for application issues.
- Identify, troubleshoot, and resolve application-related issues, including job failures, feed management problems, and other application-related issues.
- Maintain and create documentation for support policies, procedures, and best practices, ensuring that processes are well-documented for future reference.
- Maintain a thorough understanding of the business processes supported by the LoanIQ application to ensure effective troubleshooting and resolution of issues.
- Support and ensure the smooth deployment of application releases, upgrades, and changes into the production environment.
- Ensure continuity of operations and system quality by owning issue resolution across multiple platforms, proactively identifying problems, and ensuring timely resolution.
- Track the progress of incidents and issues, escalating them as needed until resolution is reached.
- Maintain and update a knowledge base of known defects, issues, troubleshooting techniques, and solutions for better operational efficiency.
- Participate in production support rotation, responding to and resolving production issues promptly.
- Be available for weekend or after-hours work to support critical business initiatives, such as application deployments, infrastructure changes, industry-wide tests, and disaster recovery tests.
- Build and maintain strong relationships with development, infrastructure, and platform teams to ensure the timely resolution of production issues and smooth project implementation.
Qualifications
- Strong experience with Oracle SQL and PL/SQL for application troubleshooting, issue resolution, and reporting.
- Proven track record of supporting mission-critical applications in a production environment, preferably in financial services or banking.
- Experience with the LoanIQ application is highly preferred.
- Strong understanding of incident management, troubleshooting methodologies, and problem resolution in a production environment.
- Excellent communication skills for interacting with various stakeholders, including development teams, business users, and infrastructure teams.
- Experience with application releases, upgrades, and system migrations is a plus.
- Knowledge of application monitoring tools and incident tracking systems is preferred.
- Ability to maintain and develop comprehensive documentation for support procedures and issues.