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IT Operations Analyst – Tangerine

Requisition ID: 104756

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.


As Canada’s leading digital bank, technology in Tangerine is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve on what it can be, using technology to create innovative, forward thinking banking solutions with our clients’ needs in mind.

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.


IT Operations Analyst


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 Centers. This position also assists in creating and maintaining Operational procedures and is involved in IT Projects.

This position requires dedicated and hardworking individuals. The IT Operations department is responsible for providing 24/7 on site coverage through morning shift, afternoon shift and night shift (two IT Operation Analysts). All IT Operation Analysts cycle through a schedule that includes every shift. They will report directly to the Manager of IT Operations.


Is this role right for you?


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

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


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
Related Microsoft Linux/Unix certifications 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

Wintel Platforms
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
ITIL v3 processes, such as Incident, Request, Change, Problem and Knowledge Management
Job Scheduler, such as TIDAL Enterprise Scheduler
ITIL-based service desk solutions, such as ServiceNow
Enterprise Monitoring tools and applications
SQL is a strong asset
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

What’s in it for you?


We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
Dress codes don’t apply here, being comfortable does
Access to thousands of online and in person courses so you can brush up on skills or learn new ones
Career progression opportunities. We hire you for your talent and not just for the job. We want to see you succeed not just in your role but in your career as a whole
We offer a competitive total rewards package that includes a base salary, a performance bonus, company matching programs (on pension & profit sharing), vacation, personal & sick days, paternity/maternity leave, medical, vision and dental benefits and much more
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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