We are seeking an experienced Operations Support Analyst with a strong background in operations support, incident management, and application support within financial services environments. The successful candidate will work closely with cross-functional partners — including operations teams, technology support groups, vendors, and business stakeholders — to ensure the stability, accuracy, and availability of wealth management platforms and operational processes.

This role is ideal for a proactive, detail-oriented professional who excels in fast-paced environments and is comfortable managing incidents, coordinating stakeholders, supporting operational workflows, and driving continuous improvement initiatives.

Location: Toronto, ON (Hybrid – 2 days in office)
Contract Length: Until October 31, 2026 (Extension or FTE Conversion Possible)
Hours: 8:30 AM–4:30 PM EST

• Manage, track, and prioritize incidents using intake processes, playbooks, and ServiceNow according to business impact and urgency.
• Perform initial triage and investigation to determine whether issues are system, integration, data, application, or user-related.
• Monitor incidents through full lifecycle resolution while ensuring SLAs and operational standards are met.
• Coordinate with internal technology teams, vendors, and business stakeholders to resolve incidents and operational issues efficiently.
• Provide functional and operational support for wealth management platforms and related operational processes.
• Investigate recurring issues, reconciliation breaks, batch failures, and data mismatches while escalating systemic concerns appropriately.
• Support root cause analysis activities and contribute to permanent resolution planning for recurring or high-severity incidents.
• Facilitate stakeholder communication by providing timely updates, coordinating meetings, and translating technical issues into business-friendly language.
• Support post-release monitoring and stabilization activities following system changes or production deployments.
• Maintain documentation including SOPs, runbooks, knowledge articles, recovery procedures, and known error documentation.
• Analyze incident trends and contribute recommendations for process optimization, operational improvements, and automation opportunities.
• Participate in operational resilience, quality assurance, and continuous improvement initiatives across the support environment.

• 3+ years of experience in operations support, incident management, service delivery, or application support roles.
• Experience supporting enterprise applications, operational workflows, or technology platforms within financial services environments.
• Strong understanding of incident management processes, escalation procedures, and SLA-driven support environments.
• Experience using ServiceNow or similar ticketing and incident management platforms.
• Ability to troubleshoot operational and system-related issues while coordinating across multiple support teams.
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.
• Excellent verbal and written communication skills with the ability to interact effectively with senior leadership and stakeholders.
• Demonstrated ability to lead meetings, coordinate incident discussions, and communicate actionable next steps.
• Proficiency with Microsoft Office Suite including Excel, Outlook, Word, and PowerPoint.
• Strong analytical and problem-solving skills with attention to detail and process accuracy.

• Previous experience within banking, financial services, or wealth management environments.
• Exposure to wealth operations processes, investment platforms, or operational support functions.
• Experience supporting change management, release coordination, or post-production stabilization activities.
• Knowledge of operational controls, audit readiness, and documentation best practices.
• Experience contributing to process improvement, workflow optimization, or automation initiatives.
• Familiarity with reconciliation processes, batch processing support, or data validation activities.