Senior Production Support Analyst - Tangerine

Requisition ID: 158707
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, Tangerine technology 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.
We are made up of high performing, curious, energetic and collaborative individuals who thrive in our high trust agile environment to deliver best in class solutions for our customers. We believe in giving people hands-on challenges and the responsibilities that come with them, allowing them to grow, evolve and create opportunities to build their career.
Are you ready to make the change and become part of an established disruptor with the backing of a highly engaged team? If so come join us and help redefine the Canadian banking landscape!
Job Description

What you'll be doing
• You'll be joining Tangerine's Production Support and Operations team.
• You'll be responsible for providing investigation and second level support on client issues, technical issues, system/web site outages and questions from all internal and external application by maintaining, prioritization and addressing to respective Tangerine technology groups and vendors.
• You'll be responsible for maintaining the production applications and day-to-day operational activities, manage escalations and modify established procedures / approaches to suit specific situations including 24 x 7 support and coordination of recovery efforts.
Production Application Support is responsible for providing technical expertise to resolve application and infrastructure technology issues on medium to highly complex projects in compliance with service standards, policies, and procedures. The role troubleshoots complex issues for all levels, evaluating service requests for adherence to service standards and processes, and identifying inconsistencies to determine potential impact and take appropriate action. The Production Application Support exercises independent judgement to analyze and resolve production application problems to identify root causes and define actions to eliminate recurrence. The role coordinates and executes project plans using control procedures to implement application and maintenance updates. In addition, the role monitors and analyzes supported services and deployment methodologies to identify opportunities for improvement and recommend solutions. The role devises new methods and procedures using strong analytic and inductive thinking.
At Tangerine we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview

How you'll succeed
• Production support - Investigate and define operational issues and prioritize based on severity, risk and/or strategic business needs. Manage issue logs and Contact Centre requests. Design and implement solutions to prevent recurrence with the end goal of ensuring clients satisfaction.
• Partnership - Work as a regular liaison with business partners, technology partners, senior management team, internal and external clients. Ensure internal clients are well-informed of the team mandate and nature, including relevant policies and legislation changes. Promote and support the concepts, products and services of the Channel Support area.
• Projects delivery - Act as subject matter expert in the assessment of impacts for planned system changes and projects, ensuring compliance with relevant organization standards (Business, Continuity, Security, Compliance, and Privacy); develop and maintain productive relationships with Technology, QA, Project team and others. Research, evaluate and support the development and implementation of new and/or revised policies, procedures and standards. Investigate, research and provide recommendations on issues and system outages.
Who you are
• You can demonstrate experience in: internal applications, you have working knowledge of structure and operations sufficient to apply and adopt standard practice and processes for generally-related operational activities.
• Working knowledge of: Java, J2EE, Angular, Web Services (REST & SOAP) Spring Boot (Micro Services), Windows, Unix scripting, devops, weblogic, database knowledge (SQL\Oracle), Filenet is nice to have.
• Working knowledge of ServiceNow, JIRA, Confluence
• You have strong problem solving abilities and enjoy investigating complex issues / production code issues and you are able to determine root cause of issues reported quickly.
• You are proficient using tools such as dynaTrace, SumoLogic, Google Cloud Platform, and other log analysis tools, to help with investigation.
• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.

What's in it for you?
• We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
• We provide you with the tools and technology needed to create beautiful customer experiences
• You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
• 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 : 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.

Job Segment: Technical Support, Software Engineer, Call Center, Cloud, Help Desk, Technology, Customer Service, Engineering

Category

Software and Programming Customer Service and Support