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Title:  IT Operations Analyst - Tangerine


Requisition ID: 67205

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

The Information Technology (IT) department manages the technology and computer infrastructure that drives Tangerine’s business systems.


The IT Department supports the organisation in these critical areas: Production Systems Support, 24/7 Operations, End-User Technical Support, Desktop Management, Network Management, Voice and Data Communications, Business and Web Applications and Strategic Technical Planning.


The IT Operations Analyst is responsible for the daily operation of the computer systems, completing daily, weekly and monthly operational procedures, monitoring Production IT systems and applications, providing timely responses to queries, resolutions to problems and reporting issues related to all technology systems. The IT Operations team also has responsibility for creating and maintaining Production Access accounts and for monitoring and maintaining Tangerine’s Production Data Centres. This position also assists in creating and maintaining Operational procedures and is involved in IT Projects.


IT Operations is also responsible for providing a single point of contact for business community user issues, managing incidents and response and full-filling service requests. This service includes providing Help Desk Coverage after-hours.

IT Operations is required to provide 24/7 onsite support for other IT teams to perform production changes, builds, patches and other on-demand troubleshooting in addition to IT Operations daily routine work.  

In addition, the IT Operations Analyst will be responsible for seeking out and implementing efficiencies and improvements to IT Operational procedures. It is expected that the IT Operations Analyst will possess and develop over time a unique overall set of general and specialized skills that will complement the skill set of the entire IT team. 

This position requires dedicated and hardworking individuals. The IT Operations department is responsible for providing 24/7 coverage. All IT Operators cycle through a schedule that includes every shift. They will report directly to the Team Lead of IT Operations.



  • Responsible for executing and monitoring critical Operational computer jobs which support the core banking and customer-facing services.•    Performs daily computer operational tasks according to schedules, such as file transmissions, exports/imports, batch jobs, and system backups
  • Performs complex computer operational tasks, such executing non-routine jobs
  • Ensures computer systems are operating to standard, by monitoring system consoles for alerts or alarms
  • Administers backup tape media library and off-site storage
  • Acts as first point-of-contact for internal and external IT issues 
  • Incident request handling after-hours
  • Logging of all relevant incident request details reported
    • Resolving those incident requests when able
    • Escalating incident requests as required base on agreed timescales and knowledge
    • Keep users informed of incident progress
    • Initiate proactive measures to demonstrate responsiveness while addressing customer requirements and issues
  • ​​​​​​​Provides timely response to queries, helps resolve problems, and reports/escalates issues relating to the computer and telecommunication system
  • Monitors Data Centre systems and environmental equipment
  • Implements, tests, and maintains infrastructure connectivity and cable plant
  • Provides first level IT Application Support and Telecommunications support as requested
  • Creating new user IDs, administering existing access, and disabling IDs for departing staff in Unix and other Production systems and environments as per the IT Operational Team’s responsibilities
  • Helps maintain and improve procedural documentation and operational processes
  • Assists in training new IT Operators
  • Perform cross-connections and participate in testing and reviewing completed connections
  • Assists in the planning and implementation stages of relevant IT Projects
  • Other duties as assigned



  • Education/Experience
    • University or College Degree or equivalent experience
    • 3+ years of demonstrated hands-on experience in Production Operations or Support environment
    • Previous experience with IT Operations, Help Desk and Problem Management tools or procedures
    • Previous experience with Enterprise Monitoring tools and applications
    • Previous technical service delivery, support services, or project/program experience
  • ​​​​​​​Professional Certification
    • Related Microsoft Linux/Unixcertifications are a plus
  • ​​​​​​​Specialized Knowledge 
    • General understanding of Banking/Financial systems
    • Understanding of the importance of process discipline to production operations
    • Understanding of ITIL process concepts (Incident, Problem, Request Fulfillment, Change)
  • ​​​​​​​Technical Skills 
    • Experience and proven ability in the use of Wintel Platforms
    • Experience and proven ability in the use of IBM-AIX
    • Experience with UNIX/Linux or DOS scripting is a strong asset
    • Competence in computer application processing and operating computer hardware
    • Experience with computer processing cycles
    • Experience with ITIL v3 processes, such as Incident, Request, Change, Problem and Knowledge Management
    • Experience with Job Scheduler, such as TIDAL Enterprise Scheduler
    • Experience with ITIL-based service desk solutions, such as ServiceNow
    • Experience with Enterprise Monitoring tools and applications
    • Experience with SQL is a strong asset
    • Experience working with enterprise software products
    • Proficiency with Microsoft Office tools (e.g. Visio, Outlook, Word, Excel and PowerPoint)
    • Proven experience in incident identification, diagnosis, troubleshooting, resolution, and solution implementation
    • Strong analytical and problem-solving skills
    • A high degree of judgment and initiative is required in a problem situation
    • Competence in computer application processing and operating computer hardware
    • Experience with data backup and offsite storage process
  • Abilities 
    • ​​​​​​​Proven ability in the use of IBM-AIX and Wintel Platforms
    • Ability to work independently and in a team environment
    • Ability to work in a complex, fast paced and rapidly changing business environment
    • Ability to demonstrate a high degree of good judgement and initiative in a crisis situation
    • Ability to handle multiple tasks simultaneously in a calm and effective manner
  • Attributes 
    • ​​​​​​​Strong interpersonal skills with the ability to deal with users at various levels in the organization
    • Strong organizational skills
    • Good relationship building skills
    • Strong verbal and written communication skills
    • Attention to detail and consistency are key qualities for this position


The IT Operations Analyst will be working in a traditional office environment and may be subject to special working conditions as needed by the business. Special working conditions may cover a range of circumstances from regular evening and weekend work, overtime, shift work, working outdoors and/or working with challenging clients.




Tangerine will make reasonable accommodations for the known physical or mental disabilities of an otherwise qualified employee or applicant for employment, unless undue hardship to Tangerine would result. Any applicant or employee who requires accommodation in order to perform the essential functions of a job should contact Human Resources or his or her supervisor.


All members of the Tangerine Team are responsible for managing risk and compliance within their departments. As such, employees should maintain and demonstrate the highest standards of integrity and ethical conduct in accordance with Tangerine policies, guidelines and directions.


Location(s):  Canada : Ontario : North York

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.

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