Jobs and Careers
EQ
TechOps Application Engineer
Equitable BankCanadafull_timeVerifiedPosted 14 Mar 2023
About the role
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.
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
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