Technical Support Analyst (Hybrid)

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. Key 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. Qualifications and Experience Education Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline (required). ITIL v3 or v4 Foundation certification preferred. Professional Experience 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. Familiarity with DevOps practices and AWS environments, with experience in continuous integration and automated delivery beneficial. Strong background in incident, problem, and change management following structured ITIL processes. Technical Skills Required: 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. Preferred: 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. Core Competencies Exceptional analytical and problem-solving capabilities with the ability to work under pressure and manage competing priorities. Strong client-facing and interpersonal communication skills; able to translate technical language into business-friendly terms. High attention to detail and strong ownership mentality; capable of managing issues from initiation to resolution. Proactive, delivery-focused, and committed to maintaining high-quality service and application stability. Works effectively in cross-functional teams and contributes to shared goals. Flexible to work outside of regular hours to support production releases and incident resolution when required. Personal Attributes The ideal candidate is energetic, detail-oriented, and passionate about ensuring the reliability and optimization of critical business applications. You will exhibit professionalism and composure when dealing with clients and stakeholders, leverage your technical acumen to drive problem resolution, and proactively seek ways to improve application performance and user experience. A continuous improvement mindset, collaborative spirit, and commitment to excellence are key attributes for success in this role. Recruitment Process Throughout your application process, you may be asked to connect with us virtually or in-person. Our recruiters will explain how hybrid interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have. Compensation Salary Range: $65,000 - $80,000 CAD. Compensation may vary depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. Bonus Eligible Position 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. AI Disclosure No AI or automated tools are used in the screening or assessment of applicants for this role. Vacancy Disclosure This posting is for an existing and currently open position within Broadridge. Background Check Process Broadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks: Employment verification Education verification Credit inquiry Canadian criminal record check Workplace Flexibility We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible. At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours. Accessibility & Accommodation Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team. #LI-Hybrid #LI-SS1 We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone's unique perspective. Use of AI in Hiring As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration. Broadridge Financial Solutions (NYSE: BR) is a global technology leader with trusted expertise and transformative technology, helping clients and the financial services industry operate, innovate, and grow. We power investing, governance, and communications for our clients – driving operational resiliency, elevating business performance, and transforming investor experiences. Our technology and operations platforms process and generate over 7 billion communications annually and underpin the daily average trading of over $15 trillion in equities, fixed income, and other securities globally. A certified Great Place to Work®, Broadridge is part of the S&P 500® Index, employing over 15,000 associates in 21 countries. LinkedIn Facebook Instagram Twitter YouTube Glassdoor The Muse Broadridge is committed to creating an engaging workplace for the most talented associates in our industry. We are dedicated to fostering a collaborative, inclusive, and healthy environment that promotes flexibility and accountability. As a leading provider of technology, communications, and data and analytics solutions to businesses around the world, it is critical that we understand, embrace, and operate in a multicultural environment. Every associate has unique strengths, which, when fully appreciated and embraced, allow individuals to perform at their best, leading to our success. We believe that our associates are our most important asset. Encouraging professional development opportunities is a core part of our culture. Broadridge provides educational opportunities, including formal classes, training programs and events. To enable learning in our hybrid working model, Broadridge has redesigned all development programs for 100% virtual delivery. Our associates have access to 8,500+ online courses covering business, leadership, technical, and function-specific topics through our LinkedIn Learning program.