IT Operations Analyst

Requisition ID: 238078

Tangerine is Canadas 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. Its 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 Tangerines 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 Tangerines 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

Whats 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.