Sr. Support Engineer

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Sr Support Engineer on the Data & Analytics Core Operations team is responsible for maintaining and supporting the processes in multiple Data Warehouses, Business Intelligence and Data Integration applications.

What will you do?

• Work with stakeholders, business leaders to influence, impact, and deliver on operational improvements, incidents, assignments & solutions that are complex and strategic in nature.
• Act as Operations Lead as part of project/development teams to:
  • Schedule implementation of changes to meet overall schedule of the project and mitigate risk of customer experience impacts due to changes
  • Lead, monitor, identify and implement operational improvements
  • Develop an understanding of the business applications supported as well as the business direction
• Perform performance tuning for queries, applications, and resources
• Ensure appropriate prioritization and resolution of defects in accordance with agreed upon SLA
• Ensure compliance with incident, problem and change management policies and processes
• Provide technical documentation that includes design and operational support documentation. 
• Collaborate closely with team members, technical leads, and application support teams to ensure quality services
• Strong inclination to proactively share knowledge and expertise with others to build the support engineering community and capability in the broader company around data
• Provide coaching and advice to less experienced engineers and other Sr. Engineers.
• Lead and deliver Innovative solutions and projects from conception to delivery by leveraging Data and Technology
• Utilize excellent communication skills to engage, influence, negotiate and collaborate with Project Teams, Operation teams and vendors
• Participate in rotational on-call operational support, including after hours support
• Occasionally provide after-hours and weekend support for planned production implementations and disaster recovery exercises

What will you need to succeed?

• 5 -  10 years hand-on experience working as an IT Application/Technical support analyst
• 5+ years working in a DW/BI environment
• Mainframe knowledge/experience in TSO, ZEKE, JCL, COBOL
• Knowledge of Business Objects Universe Designer and Web Intelligence
• Experience with Databases: Microsoft SQL Server, Oracle, DB2, flat files (7+ years)
• Ability to analyze, anticipate and mitigate risk factors and work with the team and stakeholders to minimize risk
• Demonstrated level of initiative and judgement in order to organize and prioritize tasks, workload and projects
• Ability to work as part of a virtual team to achieve tangible results, and ability to manage and resolve conflict
• Written communication is clear and concise.
• Strong analytical and problem-solving
• Experience working in a team-oriented, collaborative environment
• Computer Science degree or certificate, or equivalent, supplemental training

• Excellent communication skills to effectively collaborate with team members and stakeholders

• Proactive initiative, curiosity, and conscientiousness to drive continuous improvement
• Ability to work both independently and collaboratively to achieve project objectives
• Leadership ability to lead project teams and inspire others

• Strong academic credentials, degree or diploma in Computer Science or related information technology or equivalent experience
• Strong conceptual and analytical abilities
• Willingness to share ideas and actively participate in group discussions

What will be nice to have? 

• Mainframe, Cobol, DB2
• ETL Tools: Informatica PowerCenter
• Knowledge/Experience in Windows and Unix
• ITIL Foundations Level 3 Certification

What’s in it for you?

• We’re proud to be a Best Workplace for Hybrid Work by Great Place to Work® Canada
• Recognized in 2023 with the Most Trusted Executive team by Great Place to Work® Canada.
• Be part of our continuous improvement journey in developing the next greatest digital enterprise experience that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives.
• Flexible Benefits from the day you join to meet the needs of you and your family. 
• Pension, stock and savings programs to help build and enhance your future financial security.

The Base Pay range is for the primary location for which the job is posted.  It may vary depending on the work location of the successful candidate or other factors.  In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance.  Certain sales focused roles have sales incentive plans based on individual or group sales results. 

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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