Job Description
SRE & Production Support
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.
Responsibilities
Manages the team workflow to maximise business and technical efficiencies. Develops and guides team members in enhancing their technical capabilities and increasing productivity.
Supervises the IT Support team; assigns and prioritises production incidents and problems, trains and coaches the IT Support teams to improve customer support; develops staff skills.
Ensures all production issues are resolved within SLAs, and user requests are completed satisfactorily and that all customer requests are responded to in a timely manner.
Provides investigation and second‑level support on client issues, technical issues, system/web‑site outages and questions from all internal and external applications by maintaining, prioritising and addressing them to the respective Tangerine technology groups and vendors.
Runs the production environment by monitoring availability and taking a holistic view of system health.
Improves our suite of software solutions’ reliability, quality and time‑to‑market.
Measures and optimises system performance to push our capabilities forward, get ahead of customer needs and continuously innovate to improve.
Maintains the production applications and day‑to‑day operational activities, manages escalations and modifies established procedures/approaches to suit specific situations including 24 × 7 support and coordination of recovery efforts.
Participates in defining SLIs, SLOs and SLAs for enterprise systems.
Gathers and analyses metrics from both applications and infrastructure to assist in performance tuning and fault‑finding.
Partners with development teams to address outstanding tickets and implement permanent fixes.
Creates sustainable systems and services through automation and process improvements.
Balances feature‑development speed and reliability with well‑defined service level objectives.
Monitors multiple application health and discovers opportunities to optimise in a continuously growing large‑complex hybrid environment.
Leads on‑call problem escalation and outage recovery effort, not limited to code fixes in the presentation and integration layer, but also provides infrastructure‑level investigation and support where necessary.
Leads post‑incident technical retrospectives to discover and implement remediation actions.
Performs troubleshooting, deploys systems or executes maintenance tasks as necessary to meet the specified SLOs.
Qualifications and Skills
2–4 years of experience developing and/or supporting complex, large‑scale customer‑facing platforms.
Good understanding of multi‑tier applications, microservices (Docker, Kubernetes, etc.).
Experience instrumenting and monitoring cloud‑hosted software stacks (preferably GCP, Vertex AI, GCE, network, BigQuery, Cloud SQL).
Good understanding of networking concepts: TCP/IP, DNS, HTTP, TLS, OSI model.
Familiarity with tech stack including Java/J2EE/SpringBoot, Python, JavaScript/Node.js, front‑end iOS, Android native apps; deployment runtime: K8s, WebSphere, WebSphere Liberty, NodeJS/TS.
Basic knowledge of one or more scripting languages (Ansible, Terraform, Bash, etc.).
Strong working experience with incident management and setting up monitoring alerts.
Proficient understanding of code versioning tools such as Git/Bitbucket.
Knowledge of building a highly automated production monitoring and support model, hands‑on experience integrating Splunk, Ansible, Dynatrace, Sumologic, Service now, PagerDuty.com or equivalents.
Proven ability to translate ideas into technical and business realities and map technology to business problems.
Experience with private/public cloud services and platforms.
Superior verbal and written communication skills with the ability to influence decision‑making with stakeholders.
Proactive approach to spotting problems, areas for improvement and performance bottlenecks.
Exceptional written and verbal communication skills.
Excellent problem‑solving skills.
Flexible approach to work and the ability to adapt to change.
Prior production support or SRE experience.
Proficient with MS suite.
Nice to have: Experience building public and internal REST APIs.
Nice to have: Experience with CI/CD tools such as Jenkins.
Nice to have: Experience working with database technology such as SQL Server, Oracle.
Nice to have: Experience with Atlassian tools (JIRA, Confluence).
Benefits
Part of a diverse and inclusive team of client‑focused go‑getters looking to learn from each other in an environment that celebrates and recognises success.
Access to thousands of online and in‑person courses so you can shape your career growth with support from diverse industry leaders.
Help to save for your future and invest in your total wellbeing through our Tangerine benefits.
Belief that you belong here, we are equal and uncomplicated. Bring your true self to work; dress codes don’t apply.
Workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.
Tangerine employees participate in Scotiabank’s pension & benefits programmes (available to permanent employees).
Location: Toronto, Ontario, Canada
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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