TechOps Application Engineer
Toronto
Digital Banking & Channel Tech – Digital Banking & Channel Technology /
Full Time /
Hybrid
Join a Challenger
Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.
We are a big (and growing!) family. Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 5 million members. Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our EQ Bank platform (eqbank.ca) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.
The purpose of the role
One of our goals is to fail small and learn fast. The TechOps Application Engineer (TAE) will focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient.
The TAE is accountable for tracking and managing the restoration and communication of incidents with pace. The role is responsible for managing the processes, guidelines and tools related to Major and other high priority Incidents, performing Root Cause Analysis, and proactively enhancing related tools and processes for monitoring and alerting. The role is also responsible for managing the lifecycle of Problems, with the aim of preventing incidents from happening or reoccurring. The TAE will establish service level objectives, indicators and agreements (SLOs, SLIs and SLAs) for critical systems and channels, including championing automated monitoring and data aggregating to streamline reporting of metrics.
Success in this role will be demonstrated by ensuring that incidents with business or customer impact are dealt with effectively and with minimum disruption to live service and SLAs. This role will record and manage problems through to resolution by performing root cause analysis, coordinating third party analysis, and communicating with stakeholders to ensure workaround and solution suitability. This role will be supporting EQ Bank, Equitable Bank, the direct-to-consumer digital bank channels and core banking applications, as well as any other Information Technology incidents and problems with a high and critical impact on business.
The Work!
- L2 to L3++ Technical support escalation (40%)
- Host both technical and managerial conference calls and facilitate effective incident management throughout the incident lifecycle
- Spin-up command centres (virtual/physical) as needed based on the priority of incidents, including call-tree escalations to Level 2 / 3 experts as needed
- Own the creation and distribution of succinct communications on command centre progress and activities for both front-line technical staff and executive leaders.
- Co-ordinate/facilitate escalations through internal and supplier teams as needed to heighten visibility and engagement
- Accountable for gathering required information from business and technology to enable effective Root Cause Analysis
- Minimize and mitigate business-impacting incidents through controlled problem identification and responsive/proactive service improvement plans
- Identify the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround.
- Ensure that - after a successful Problem solution - the Problem Record contains a full historical description and that related Known Error Records are updated
- Undertake a review of the resolution of a Problem to prevent reoccurrence and learn any lessons for the future
- Verify if the Problems marked as closed have been fully resolved
- Provide extended and off-hour support as needed to manage command centres and communications
- Manage processes to ensure on-call team schedules, systematic call trees, and distribution lists are accurate and up-to-date
- Incident Management and Resolutions (30%)
- Determine the severity of an incident that has been raised by the business (per risk definition)
- Ensure successful and timely restoration services of major incidents
- Identity application-related issues and determine the trends to avoid replication
- Develop and drive SWOT opportunities for reoccurring incidents
- Stakeholder Management (30%)
- Establish a proper issue-detecting mechanism and build useful dashboards
- Work in partnership with senior IT Subject matter experts and business counterparts to identify opportunities that drive business value and improve effectiveness
- Establish and maintain timely communications with all stakeholders to ensure they are informed of service status
- Manage stakeholder expectations and update people on progress or slippages
- Produce and maintain Executive level reporting of incidents, including the number of customers impacted and restoration timing
Let’s Talk About You
- Having a Bachelor's Degree or Master's Degree in a technology-related field is required, or equivalent work experience.
- 7+ years of experience in an enterprise SDLC (developer, support, architect, etc.) in technology function .
- 3+ years of experience with technical incident resolution or product defect resolution (equivalent to strong L2 or L3 support experience and above) - Incident and Problem management, Major Incident Response experience preferable, Project Management, Business Process management.
- 2+ years of hands-on technical experience building RESTful/SOAP API solutions.
- Must have knowledge of ITIL 4 practices.
- Preferred strong knowledge in Java software delivery or software development, including multiple frameworks such as Hibernate, Spring MVC, Spring Security, SAML, OAuth, OIC.
- Preferred experience in API management tools, e.g., MuleSoft API Manager (preferably).
- Preferred experience in APM.
- Preferred experience with tracking incidents and providing dashboard views of issues/tickets across time.
- Preferred knowledge of Jira Service Desk, Confluence, and Jira is required.
#LI-Hybrid
#INDE
What we offer [For full-time permanent roles]
💰 Competitive discretionary bonus
✨ Market leading RRSP match program
🩺 Medical, dental, vision, life, and disability benefits
📝 Employee Share Purchase Plan
👶🏽 Maternity/Parental top-up while you care for your little one
🏝 Generous vacation policy, personal days and even a moving day
🖥 Virtual events to connect with your fellow colleagues
🎓 Annual professional development allowance and a comprehensive Career Development program
💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.
Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.
We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.
We can’t wait to get to know you!
