Typical Day in Role:
• The incumbent is responsible for the maintenance, support and change control of Bank’s digital channel operations. She/he will be part of a team that will be responsible for incident/problem management of Online brokerage, Mobile brokerage and related production change
• If not on call, intake scalations from customer facing teams, in form of Service Now tickets; if customer is having issues trading, viewing accounts – use different tools to investigate,
• Look at databases and understand how they are set up, understand Dynatrace and Splunk
• Understand what customer experience is; understand root cause analysis, triage with tech partners; infrastructure teams, vendors, products groups to understand experience per requirement, know who to go to when fixing it
•When on call – also escalate based on priority and based on user population and scale; instead of working via email or teams, will be doing so via a Bridge call – with vendors, tech partners product groups, will also be paged; escalations triggered via auto alert via customer complaint.
• On a day to day, will be working on 5-20 tickets – depending on complexity
• The incumbent will perform a liaison role and ongoing interaction between various units including, but not limited to: Canadian Banking; Digital; Technology partners; Customer facing staff; QA departments; Vendors; Product groups; Business lines
• Direct day-to-day activities in a manner consistent with our risk culture and the relevant risk appetite statement and limits and communicate it throughout the team.
• Position will be focused on leadership, building knowledge base, managing various vendor relationships and the customer impact associated with scheduled and unscheduled production events.
• Create an environment in which your team pursues effective and efficient operations of their respective areas while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to risk and compliance
• Willingness to work outside of the traditional work week and requires continual shifting of priorities. The role requires attention after hours and on call support
• Assist in the development of processes designed to report, analyze and resolve problems with the objective of mitigating the associated operational, reputational, financial, and regulatory risks.
• Demonstrate leadership abilities and collaborate effectively with various technology and product partners.
• Be curious as the skill set and product knowledge will be ever evolving
• Must be flexible to adapt to a dynamic environment, balance simultaneous priorities and make quick and sound decisions under pressure
Candidate Requirements/Must Have Skills:
1) 10+ years’ experience working in a related IT field, with 2+ years’ experience leading in agile methodologies with cross functional teams
2) 3 + years supporting wealth management / investment use cases
3) 3 + years’ experience in performing SQL queries / reports or Database administration
4) 3 + years utilizing performance and capacity management tools such as Dynatrace, Splunk, CA Introscope & Datadog, Gomez or New Relic
5) 2 + years’ experience with enterprise collaboration tools: JIRA, Confluence, SharePoint, Service Now
NOTE: Candidates Need to be OK to work on call on a rotation basis
Nice-To-Have Skills:
1) 2 + years in an application support / SRE (system reliability engineering) capacity, including incident and problem management
2) Experience with microservice architecture and Cloud computing technologies – Kubernetes / Docker; GKE; Azure PCF
3) Experience monitoring and maintaining applications hosted within Unix/ Linux-based servers.
4) Experience from a major Canadian financial institution (especially in wealth management)
5) Experience in order routing vendors such as Fidessa FIX gateway or IRESS
Soft Skills Required:
• Effective communication and diplomacy skills are required to liaise between groups of varying technical expertise and interests.
• Demonstrate leadership abilities and collaborate effectively with various technology and product partners.
• Curious and experimental mindset to drive innovation amidst uncertainty
• Must be flexible to adapt to a dynamic environment, balance simultaneous priorities and make quick and sound decisions under pressure
• Strong logical thinking in understanding end to end use cases, as well as mapping them to system flows
Education:
• Post-secondary degree in a related field (technical or business)