Job Description As a member of the Production Support Team, you will play a key role in ensuring the stability, efficiency, and compliance of critical business applications, with a focus on Electronic Content Management (ECM) systems. You will provide second-level support for client and technical issues, manage system/web site outages, and coordinate with internal and external partners to resolve incidents. Your responsibilities will span troubleshooting, incident management, systems implementation, and relationship management, ensuring seamless operations and client satisfaction. Key Responsibilities Production Support & Troubleshooting: · Investigate and resolve operational issues, prioritizing based on severity, risk, and business impact. · Manage issue logs, Contact Centre requests, and escalations. · Provide 24x7 support, including coordination of recovery efforts and disaster recovery events. · Utilize Incident and Problem Management to resolve incidents and identify root causes. · Design and implement solutions to prevent recurrence and ensure high client satisfaction. Systems Implementation & Maintenance · Lead or coordinate technical research, configuration, testing, and integration of cross-functional, multi-platform application systems. · Implement application changes through established change management processes. · Ensure compliance with regulatory and information security standards. · Plan and execute certificate creation/renewals and system upgrades. · Review system patches and updates, ensuring minimal system impact. ECM/EDMS Focus: · Support and maintain Electronic Data · Management/Electronic Content Management systems, including document capturing, storage, indexing, version control, and workflow automation. · Work with tools such as OpenText, ShinyDocs, Content Management Partnership & Relationship Management: · Act as a liaison with business partners, technology groups, vendors, and clients. · Build strong relationships and communicate effectively to identify needs and recommend solutions. · Promote and support channel support concepts, products, and services. Project Delivery: · Serve as a subject matter expert for planned system changes and projects, ensuring compliance with organizational standards. · Analyze proposed application designs, provide feedback, and participate in system testing prior to production deployment. · Produce quality and timely deliverables as part of project teams. Documentation & Compliance: · Maintain documentation including deficiencies, deviations, application flow diagrams, and SCCM plans. · Validate and submit responses for audit requests. · Research, evaluate, and support the development and implementation of new or revised policies and procedures. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements - 5+ years in application support, preferably with 1+ years in banking. - Experience with Electronic Content Management (ECM/EDMS) systems, workflows, forms, and reports: Work with tools such as OpenText, ShinyDocs, Content Management or similar to document capturing, storage, indexing, version control, and workflow automation. - Experience troubleshooting, performing remediation, patches, installs, etc. to applications. - Experience with using ITIL Change, Incident and Problem management processes and coordinating production support. - Experience documenting application deficiencies, deviations, application flow diagrams, SCM plans, etc. - Understanding of ITIL Change, Incident, and Problem Management - Experience with Azure cloud technologies, ADO and ServiceNow for tickets, backlog, and incidents. · SQL query writing and file integration. · Experience with GenAI or similar.