Founded in 1987, Croesus is a WealthTech offering cutting-edge, easy to use, and highly secure wealth management solutions. A leader in the sector with over 180 employees in Montréal and Toronto, Croesus’s solutions include a portfolio management system, a centralized portfolio rebalancing tool and application programming interfaces (APIs) which allow wealth management professionals to make informed decisions and maximize performance. The solutions are designed for interconnectivity and third-party integration to provide a best-in-class user experience and cover investment process regulatory requirements. Croesus has won several awards and industry recognition as a high-quality product supplier and a remarkable employer.

Reporting to the Leader, Customer Service Center, the Analyst is responsible for tracking and prioritizing incidents and issues and communicating to affected customers. He/she also owns the internal incident management and escalation processes.

• In the event of a major incident, act as a liaison between all involved parties and required technical resources across the IT organization and with customers to ensure coordination of incident resolution and communication to stakeholders;
• Prior to the closure of the incident management ticket, ensures that the ticket manager has performed an adequate root cause analysis, that the incident has indeed been resolved and that the appropriate processes have been followed;
• Perform monthly trend analysis of logged incidents to detect recurring incident issues;
• Assist DevOps teams in prioritizing the correction of anomalies resulting from incidents in the various evolutionary releases;
• Keep managers informed of ticket status, known errors, resources assigned to tickets, service level agreement (SLA) compliance as it relates to incident and issue processing time;
• Assist and stay informed of all applicable application/infrastructure changes with an impact on availability/risk;
• Ensure that all scheduled maintenance / downtime is managed appropriately;
• Be available on call, on rotation 24/7 with the rest of the team;
• Ensure all incident management, communication and escalation processes are clearly defined, tracked, reviewed and enforced;
• Review and perform progress reports on application availability and stability;
• Any other related duties.

Academic background and experience

• University degree or college diploma in a related field (Information Technology or Administration);
• Two to five years of experience in the field of incident/problem management. A combination of education and experience may be considered.
• ITIL certification (Asset)

Skills

• Ability to handle severe problems in high pressure situations in a professional manner;
• Bilingualism (French and English);
• Strong customer service skills;
• Ability to build lasting relationships with customers;
• Experience working in multi-disciplinary and collaborative environments;
• Team player and interpersonal skills;
• Depth, attention to detail and organizational skills;
• Risk assessment and decision making skills;
• Analytical/problem solving skills.

Offer to all our dear Croesussians !

• Annual salary + Corporate incentive plan
• Teleworking or hybrid (head office_Laval + office in Toronto)
• Unlimited vacation plan
• Sports program + Croesus GYM
• Telemedicine + group insurance (super useful for the family 😉)
• Group RRSP
• Goodies Boutique Croesus

Are you interested in this challenge? Do you believe you have the qualities and expertise required for this position? Please complete your application today.

Although all applications are carefully analyzed, we will communicate only with those selected. Thank you for your interest in Croesus.