Production Support Analyst

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    "id": "537",
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      "city": "Toronto",
      "state": "Ontario"
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    "departmentId": "18915",
    "locationType": "2",
    "jobOpeningName": "Production Support Analyst",
    "departmentLabel": "Operations (VCI)",
    "employmentStatusLabel": "Full-Time"
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    "location": {
      "city": "Toronto",
      "state": "Ontario",
      "postalCode": "M3B 2R2",
      "addressCountry": "Canada"
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    "datePosted": "2026-05-13",
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    "description": "<p><span style=\"font-weight: bold\">Who we are</span></p>\n<p>Vault is a non-bank private lending company offering a wide array of financial services such as mortgage, equipment leasing and lending products. Vault has a devoted team of experts with years of experience in both financial services and real estate. We deliver products and services that meet our borrowers' diverse needs quicker and easier than traditional sources!</p>\n<p>We are seeking a dedicated <span style=\"font-weight: bold\">Production Support Analyst</span> to ensure the stability, reliability, and smooth day-to-day operation of our enterprise systems and data platforms.</p>\n<p>In this role, you will monitor production environments, troubleshoot system and data-related issues, manage support tickets, and collaborate with development, infrastructure, and business teams to deliver timely incident resolution. You will play a key part in maintaining service quality, supporting deployments, and helping identify opportunities for operational improvement.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Key Responsibilities</span></p>\n<ul>\n<li><span style=\"font-weight: bold\">System Monitoring &amp; Job Management:</span><br>Monitor daily system operations and maintain scheduled jobs to ensure smooth and uninterrupted processing across production environments.</li>\n<li><span style=\"font-weight: bold\">Issue Troubleshooting &amp; Escalation:</span><br>Troubleshoot basic system, application, and data-related issues, performing initial diagnosis and escalating to appropriate teams when necessary.</li>\n<li><span style=\"font-weight: bold\">Ticket &amp; SLA Management:</span><br>Manage and update support tickets through their lifecycle, ensuring timely resolution within defined Service Level Agreements (SLAs).</li>\n<li><span style=\"font-weight: bold\">User Support:</span><br>Assist users with data-related inquiries and basic system issues, providing clear and timely responses.</li>\n<li><span style=\"font-weight: bold\">System Administration:</span><br>Perform routine system administration and operational support tasks to maintain the health and availability of production environments.</li>\n<li><span style=\"font-weight: bold\">SQL &amp; Data Analysis:</span><br>Write and run basic SQL queries to retrieve data and support production issue analysis and reporting.</li>\n<li><span style=\"font-weight: bold\">Incident Resolution &amp; Root Cause Analysis:</span><br>Support incident resolution activities and assist with root cause analysis under guidance to prevent recurrence of issues.</li>\n<li><span style=\"font-weight: bold\">Documentation:</span><br>Maintain accurate and up-to-date technical and user documentation, including runbooks, procedures, and knowledge base articles.</li>\n<li><span style=\"font-weight: bold\">Cross-functional Collaboration:</span><br>Collaborate with internal teams (development, infrastructure, business users) to investigate, troubleshoot, and resolve production issues.</li>\n<li><span style=\"font-weight: bold\">Secure File Transfers:</span><br>Assist with file transfers using secure methods such as SFTP or FTPS, ensuring data integrity and adherence to security standards.</li>\n<li><span style=\"font-weight: bold\">Deployment &amp; Change Management:</span><br>Support deployment activities and follow established change management processes to ensure controlled and reliable releases.</li>\n<li><span style=\"font-weight: bold\">Continuous Improvement:</span><br>Participate in system monitoring and help identify potential operational improvements, automation opportunities, and process enhancements.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Qualifications</span></p>\n<p><span style=\"font-weight: bold\">Experience:</span></p>\n<ul>\n<li>2+ years of experience in a <span style=\"font-weight: bold\">production support, application support, or operations</span></li>\n<li>Working knowledge of <span style=\"font-weight: bold\">SQL</span> and ability to write basic queries against relational databases (e.g., SQL Server, Oracle, PostgreSQL).</li>\n<li>Experience with <span style=\"font-weight: bold\">ticketing and ITSM tools</span> (e.g., ServiceNow, Jira, Remedy) and familiarity with SLA-driven support.</li>\n<li>Exposure to <span style=\"font-weight: bold\">job scheduling and monitoring tools</span> (e.g., Autosys, Control-M, Airflow, or similar).</li>\n<li>Familiarity with <span style=\"font-weight: bold\">secure file transfer protocols</span> such as SFTP and FTPS.</li>\n<li>Understanding of <span style=\"font-weight: bold\">incident, problem, and change management</span> processes (ITIL awareness is a plus).</li>\n<li>Basic knowledge of <span style=\"font-weight: bold\">Linux/Unix and Windows environments</span>, including common command-line operations and log analysis.</li>\n<li>Exposure to <span style=\"font-weight: bold\">cloud platforms (AWS or Azure)</span> and scripting languages (e.g., Python, Shell) is a plus.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Key Competencies</span></p>\n<ul>\n<li><span style=\"font-weight: bold\">Operational Mindset: </span>Strong attention to detail with a focus on stability, reliability, and timely issue resolution.</li>\n<li><span style=\"font-weight: bold\">Problem-Solving: </span>Analytical approach to troubleshooting system, application, and data-related issues.</li>\n<li><span style=\"font-weight: bold\">Communication: </span>Clear written and verbal communication skills for engaging with users, technical teams, and business stakeholders.</li>\n<li><span style=\"font-weight: bold\">Collaboration: </span>Comfortable working across development, infrastructure, and business teams to drive resolution.</li>\n<li><span style=\"font-weight: bold\">Ownership &amp; Accountability: </span>Takes responsibility for assigned tickets and tasks, ensuring follow-through and quality outcomes.</li>\n<li><span style=\"font-weight: bold\">Adaptability: </span>Thrives in a dynamic production environment, including rotational on-call or shift-based coverage when required. Prior experience in banking or financial services is a plus.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Education</span></p>\n<ul>\n<li>Bachelor's degree in <span style=\"font-weight: bold\">Computer Science, Information Systems, Information Technology</span>, or a related field (or equivalent practical experience).</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Preferred Certifications (Nice to Have):</span></p>\n<ul>\n<li><span style=\"font-weight: bold\">ITIL Foundation</span></li>\n<li>Cloud certifications: <span style=\"font-weight: bold\">AWS Certified Cloud Practitioner</span> or <span style=\"font-weight: bold\">Azure Fundamentals</span>.</li>\n<li>Database or SQL-related certifications are a plus.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Why Join Us</span></p>\n<ul>\n<li>Opportunity to shape the enterprise architecture of a forward-thinking organization and work with other top professionals in adjacent fields.</li>\n<li>Work in a dynamic, innovative environment with access to cutting-edge tools and technologies – your team will be entrepreneurial, creative, and the type of people that will enable you to do your best work.</li>\n<li>A learning-oriented culture where you will have access to mentorship and many opportunities to learn new skills that ill be valuable to your future career.</li>\n<li>Competitive salary, comprehensive benefits, and opportunities for professional growth.</li>\n<li>Flexible work environment with a focus on work-life balance.</li>\n</ul>\n<p><br></p>\n<p>We thank all interested candidates, however, due to the volume of applications received, only those candidates selected for interviews will be contacted.</p>\n<p><br></p>\n<p>Vault is committed to creating a diverse environment and is proud to be an equal opportunity employer. Upon request, Vault will provide reasonable accommodation during the recruitment and selection process. Should you require accommodation, please advise the recruitment team.</p>\n<p> </p>",
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    "jobOpeningShareUrl": "https://vaultcredit.bamboohr.com/careers/537",
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