Job Description

Responsibilities:

• Provides Level 2 and 3 production incidents support for all Intact Commercial Lines and Specialized Lines applications.
• Coordinates and facilitates Incident Management, works with IT to deploy changes to the production environment, and engages 3rd party providers contracted to Intact during an incident.
• Provides initial L2/L3 incidents triage, investigation and ensures fast turnaround times on issue/incident resolution, collaborates and engages with the appropriate areas and squads across Intact.
• Coordinates with CL/SL squads, IT, departmental leaders and vendors to resolve complex issues/malfunctions, responsible for the following: Defining and scoping the issue.
• Analyzes the problems/defects and identifying root case.
• Participates in defect fixes.
• Conducts an options analysis of potential solutions, with a recommendation.
• Presents to team and management for decision/direction.
• Plans the solution determined by team and management.
• Maintains in-depth working knowledge of the applications and user workflows (role include multiple systems, will include a rotation over time to broaden knowledge base across the team).
• Maintains working knowledge of interfaces and integration.
• Maintains working knowledge of integrated tools and processes.
• Supports deployment activities, managing implementation issues to resolution.
• SME support on projects/ongoing improvement initiatives.
• Develops or supports development of a disaster recovery strategy and recovery plans, as well as testing recovery procedures on an annual basis.
• Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote development, mentoring employees, building communities of practice and networks across business & technology.
• Uses, supports and maintains monitoring and observability tool.
• Participates in on-call (out of business hours) rotation works.

• Java - Spring framework (Strong Java knowledge required)
• Oracle - PL/SQL
• Angular - TypeScript
• Bonus:
• GitHub - Maven - Jenkins
• OpenShift (OCP)
• Dynatrace
• ServiceNow

• Troubleshooting
• Curious Mindset
• Analytical thinking
• Ability to work under pressure
• Team Collaboration

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