Title:  IT Operations Analyst

Requisition ID: 238078

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 organization in these critical areas: Production Systems Support and monitoring, 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 IT systems in Tangerine, 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 Centers on-site. This position also assists in creating and maintaining Operational procedures and is involved in IT Projects.

The IT Operations Analyst provides 24/7 on-site support to the Business and all IT Support teams. IT Operations Analyst 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.

The IT Operations Analyst provides critical infrastructure support on-site and is responsible for the day-to-day operational support and maintenance of the Data Centers. This includes ongoing support of systems including hardware installation/removal, cable management and working with Vendors to support planed or emergency service calls for on-site services.

The IT Operator is also responsible to support production changes, which includes involvement with ongoing projects. IT Operators are responsible for critical tasks supporting the production environment through Build Release, patches and other on-demand troubleshooting.

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 position requires rotational shift work in a 24/7 on-site operations environment, including days, evenings and overnights (which requires two operators). The 24/7 is inclusive of weekends, bank, and statutory holidays. All IT Operation Analysts cycle through a schedule, that includes every shift.

This position reports directly to the Manager of IT Operations.

Is this role right for you?

• Responsible for executing and monitoring critical Operational computer jobs/applications which support the core banking and customer-facing services

• Performs daily critical computer operational tasks for business, such as file transmissions, exports/imports, batch jobs, Dayend, Monthend, and Yearend process

• Responsible for monitoring Enterprise Scheduler processes throughout shift to prevent operational risk or service outages and monetary impact to the bank

• Responsible to prepare and issue shift-turnover ‘Status Report’ for all shifts

• Responsible to participate in Technical Assessment Group meetings to review and approve upcoming production changes

• Performs complex IT Operational tasks to support all IT changes or business request through builds, patches and changes

• Ensures all IT systems are operating to standard by monitoring system consoles and applications for alerts or alarms and escalate to support team in timely manner

• Manage and monitor environmental and Infrastructure systems at multiple data center across Canada

• Support to Vendors performing scheduled on-site routine maintenance and inspections of equipment and other infrastructure supporting the Data Centre (e.g.: HVAC, UPS, PDU, Fire, and Generator

• Implements, tests, and maintains infrastructure connectivity and cable/power plant. Such as cross-connects, cable running, tracing, and troubleshooting on-site in Data Centre.

• Logical Access Administration: creates, administers, and removes user access credentials in multiple Operating platforms and systems including Unix, Windows, and application level access

• Responsible to provide on-site technical hands and eye support (i.e. Data Centre, LAN rooms, office desks) including after-hours

• Manage on-site vendor access and activity for IT and data center Operations and on behalf of off-site technical teams

• Acts as first point-of-contact for internal and external IT issues

• Provides first level IT Application Support and Telecommunications support as required

• Escalates incident and requests as required based on agreed timescales and knowledge

• Initiates proactive measures to demonstrate responsiveness while addressing customer requirements and issues

• Participates in the IT Business Continuity and Disaster Recovery plan

• Proactively monitors systems for availability, capacity and performance

• Creates new procedure for any new business/IT process impacting computer and data center Operations

• Helps maintain and improve procedural documentation and operational processes. Assists in training new IT Operators

• Assists in the planning and implementation stages of relevant IT Projects

Do you have the skills that will enable you to succeed in this role?

• University or College Degree or equivalent experience

• 6+ years of demonstrated hands-on experience in Production Operations or Support environment

• Previous experience with IT Operations, Help Desk and Problem/Incident Management tools or procedures

• Previous experience with Enterprise Monitoring tools and applications

• Previous technical service delivery, support services, or project/program experience

• Demonstrated ability with Enterprise scheduling systems

• 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 certifications with Microsoft, Cisco, or IBM products is a strong asset

• Experience and proven ability in the use of Wintel Platforms

• Working knowledge of Active Directory required

• Experience and proven ability in the use of IBM-AIX

• Experience with SQL is a strong asset

• Experience with scripting is a strong asset

• Experience with computer processing cycles

• Demonstrated technical documentation experience

• Demonstrated experience with ITIL v3 processes, such as Incident, Request, Change, Problem and Knowledge Management

• Experience TIDAL Enterprise Scheduler is a strong asset

• Experience with ITIL-based service desk solutions, such as ServiceNow

• Experience with Enterprise Monitoring tools and applications

• Experience with Confluence is a strong asset

• Proficiency with Microsoft Office tools (e.g. Visio, Outlook, Word, Excel and PowerPoint)

• Strong analytical and problem-solving skills

• A high degree of judgment and initiative is required in a problem situation

• Experience with data backup and offsite storage process

• Must be able to work in 24/7 rotating on site shift environment including morning, afternoon and night shift which includes weekends and Statutory holidays

• Flexible to work both remotely and on-site as required by the shift schedule

• 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

• 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

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.

• Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.

• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.  

• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.

• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s):  Canada : Ontario : Toronto

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.