Description

Specialist - IT Product Support

We are seeking a talented individual to join our Support Applications team Marsh. This role will be based in Canada. This is a hybrid role that has a requirement of working at least three days a week in the office.

This position focuses on providing Level 2 support. The team is responsible for database management, data patching, and investigating application issues to ensure smooth operations and timely incident resolution.

We will count on you to:

• Understand the application and its various process along with stakeholders' information.
• Understand support ticket (Incidents and Service Requests) requirements and coordinate with reporters for better requirement clarity.
• Analyze the support tickets, coordinate with other IT Teams, and provide technical solutions.
• Health, Logs & Alerts monitoring of Applications/Servers, analyze for any issues, raise support tickets and escalate as required.
• Do root cause analysis for all the high priority tickets and share incident reports with stakeholders.
• Coordinate with stakeholders for testing of Incidents.
• Communicate latest updates to stakeholders on high priority tickets and various deployments on application/environment.
• Develop and maintain professional relationships with all online business teams and provide support wherever required.
• Communicate with stakeholders regularly on the progress and status of outstanding trouble tickets
• Coordinate with stakeholders offshore and onshore
• Participates in improving the processes and assigned applications/projects
• Stay up to date with industry standard best practices/techniques related to Application support
• Identifies and fixes software problems, primarily from internal systems users regarding issues on system usability including but not limited to functionality, sign-on, security access, reporting, and systems upgrades.
• Develops communications that informs clients and internal users of new software application roll outs and implementations; outages and downtime, new system functionality upgrades, software training opportunities, new system documentation resources, and other events that may impact a client's ability to use the existing or new system.
• Ensure all relevant implementation, support, and change management processes are adhered to (i.e. Software Development Lifecycle and Change Management).
• Provides service reports management summary.
• Availability for meetings, on-call support, off-hours support work (including weekends) as required
• Be able to work a flexible schedule to accommodate off-hours conference calls

What you need to have:

• Degree in Computer Science/Information Technology
• Must have hands-on Support and development experience in MEAN Stack, Postgres, APIs (Rest/JSON/GraphQL), Postman/Bruno, GitHub
• Hands-on in Kubernetes/Docker
• Understanding of API principles including HTTP methods, REST, JSON, SOAP and GraphQL concepts
• Familiarity with API Management platforms like Apigee, AWS API Gateway
• Must have hands-on experience in MS SQL Server
• Cloud technologies: AWS, Azure (Desirable)
• ITIL Certified. (Desirable)
• ITSM Tools: ServiceNow, JIRA
• Monitoring Tools: Data Dog, Splunk
• Experience in supporting multi-tier Internet/Intranet applications using any design patterns

AI Skills

• Basic understanding of AI traditional model, LLM model like model lifecycle, bias/accuracy, model drift etc.
• Understanding of Prompt engineering
• Minimum 1 years of experience in AI monitoring with Datadog & LangSmith
• Scripting knowledge on Python

What makes you stand out:

• Excellent and effective English communication skills
• Excellent debugging and troubleshooting skills
• Demonstrated analytical and design capabilities
• Self-starter with excellent organizational and time management skills
• Quick learner, quality conscious and committed to deadlines
• Experience working in offshore-onsite delivery teams

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Marsh will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual's particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need, please contact reasonableaccommodations@mmc.com.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.

The applicable base salary range for this role is $70,500 to $112,900.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, retirement programs as well as employee assistance programs.

This is a New position.