Production Support Developer

at  Intact

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.
Feel empowered to learn and grow while being valued for who you are– here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.
Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.
Read on to see how you can shape the future, win as a team, and grow with us.

ABOUT THE ROLE

To reenforce our Commercial Lines and Specialized Lines applications T2/T3 production support squad, we are looking for an experienced IT support specialist.

WHAT YOU’LL DO HERE:

• Provides Tier 2/3 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 T2/T3 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 problem and identifying root case.
• 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.

Working here means you’ll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success
• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
• An extensive flex pension and benefits package, with access to virtual healthcare
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• An annual wellness account that promotes an active and healthy lifestyle
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
• Inspiring leaders and colleagues who will lift you up and help you grow
• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique