Technical Support Analyst (Hybrid)

Broadridge • Toronto, ON

29d • $65,000 - $80,000 • Hybrid

About The Position

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team. A global leader in financial technology solutions is seeking a highly skilled and motivated Production Support Analyst to join the ASTRID team. This position is responsible for ensuring the stability, availability, and performance of critical business applications supporting asset servicing and corporate actions. The successful candidate will serve as a key liaison between clients and internal technology and operations teams, ensuring seamless product releases from User Acceptance Testing (UAT) through to steady-state production. You will combine strong technical expertise with deep functional understanding, enabling proactive monitoring, incident resolution, root cause analysis, and optimal application performance. This is a highly visible role requiring excellent communication, problem-solving, and analytical capabilities, coupled with hands-on experience managing complex financial application environments.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline (required).
• Minimum 5 years of experience in a client-facing application or production support role within financial services.
• Proven knowledge of asset servicing lifecycle, corporate actions, and related financial processes.
• Hands-on experience with software release, deployment, and environment management in business-critical systems.
• Strong background in incident, problem, and change management following structured ITIL processes.
• Direct experience working in or supporting corporate actions / asset servicing operations in a global financial institution.
• Experience with income and voluntary corporate actions (dividends, interest, stock splits, mergers, tenders, rights issues, bonus issues, DRIPs, proxy events, etc.).
• Familiarity with securities reference data and golden-source data management for corporate actions.
• Experience supporting front-to-back trade and position flows across custody, prime brokerage, wealth management, or asset management platforms.
• Understanding of global market practice differences for corporate actions (DTCC, Euroclear, Clearstream, CREST, local CSDs).
• Exposure to SWIFT messaging and standards used in corporate actions (MT56x, MX/camt/seev messages, ISO 15022 / ISO 20022).
• Experience with reconciliation and break management related to corporate actions events and entitlements.
• Experience supporting end-to-end corporate actions workflows from data capture through to entitlement posting in books & records / accounting systems.
• Demonstrated ability to manage high-risk, time-critical events (e.g. voluntary corporate actions with tight response windows) in production support.
• Working knowledge of application monitoring, log analysis, and debugging tools.
• Proficiency in Oracle or similar RDBMS technology; strong SQL and PL/SQL for data analysis and troubleshooting.
• Experience with Jira, SharePoint, and Microsoft Office Suite (Excel, Word, PowerPoint, Visio).
• Strong technical understanding of application architecture, system interfaces, and integration points.

Nice To Haves

• ITIL v3 or v4 Foundation certification preferred.
• Familiarity with DevOps practices and AWS environments, with experience in continuous integration and automated delivery beneficial.
• Strong technical understanding of application architecture, system interfaces, and integration points.
• Exposure to Windows Server environments and DevOps toolsets such as Jenkins, Nexus, Terraform, and Chef.
• Familiarity with AWS, C#, Java, and front-end (desktop and web-based) technologies.
• Practical experience in scripting and automation for routine operational tasks.

Responsibilities

• Application and Environment Support: Provide advanced Level 2 support for production and client-facing environments.
• Manage day-to-day technical and functional application issues, performing diagnostics, troubleshooting, and resolution of incidents.
• Lead environment configuration, validation, and deployment activities to ensure application readiness and reliability.
• Conduct proactive monitoring, performance checks, and system health analyses to identify potential issues before they impact clients.
• Execute SQL queries, analyze logs, interpret data flows, and coordinate fixes with development and infrastructure teams.
• Participate in application release cycles, ensuring seamless deployments and validating post-release stability.
• Incident, Problem, and Change Management: Act as the primary escalation point for application incidents, performing timely triage and resolution in line with SLAs.
• Perform detailed root cause analysis (RCA) for recurring or critical issues and drive preventive solutions.
• Coordinate software releases, patches, and configuration changes in compliance with change management and governance standards.
• Maintain detailed operational documentation, including troubleshooting guides, runbooks, and incident reports, in accordance with ITIL best practices.
• Client Engagement and Collaboration: Serve as a trusted technical liaison between clients and internal teams, managing expectations and maintaining ongoing communication.
• Conduct and lead client calls for high-priority issues, providing accurate updates and progress tracking.
• Collaborate closely with development, QA, DevOps, infrastructure, and shared services teams to ensure successful product delivery and operational readiness.
• Support end-user testing and coordinate with clients to validate defect resolutions or functionality enhancements.
• Process, Innovation, and Knowledge Management: Identify opportunities to streamline application support processes and improve operational efficiency through automation and proactive controls.
• Document and maintain standard operating procedures, monitoring dashboards, and incident response playbooks.
• Provide knowledge transfer and mentoring to junior analysts and new team members to ensure operational continuity.
• Participate in post-implementation reviews and contribute to continual service improvement (CSI) initiatives.

Benefits

• Medical, dental, life and vision insurance.
• RRSP program with company match, paid parental leave, competitive vacation days and more.
• Medical insurance starts immediately upon hire.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees