🛠️ Tech Ops Engineer I

📍 Location: Toronto | Hybrid
💼 Team: Digital Banking & Channel Technology
🕒 Employment Type: Full-Time | Hybrid

💡 Role Overview

At EQ Bank, we believe in failing small and learning fast. As a Tech Ops Engineer I, you’ll be on the front lines of incident response—restoring services swiftly, driving root cause resolution, and improving operational resilience. You’ll be instrumental in mitigating business-impacting incidents, ensuring uptime for critical platforms, and continuously enhancing our monitoring, alerting, and problem management processes.

If you thrive in high-pressure environments and love connecting the dots between technology, process, and business continuity—this role is built for you.

🎯 Key Responsibilities

🔧 Incident & Problem Management

• Assess and categorize business-reported incidents based on severity and risk.
• Lead major incident resolution efforts and ensure timely service restoration.
• Host and manage command centers (virtual/physical) for high-priority incidents.
• Facilitate communications between L1, L2, L3 support, business teams, and executives.

📊 Root Cause Analysis & Continuous Improvement

• Perform detailed RCA and maintain historical incident/problem records.
• Identify and implement proactive mitigation strategies for recurring issues.
• Drive post-incident reviews, document learnings, and prevent reoccurrence.

📈 Monitoring, Reporting & Automation

• Establish and manage SLAs, SLOs, SLIs for critical systems.
• Build dashboards and implement early-warning systems for incident detection.
• Create and distribute executive-level incident reports and summaries.

🤝 Cross-Functional Collaboration

• Coordinate with technical SMEs, vendors, and business stakeholders.
• Provide structured communication and expectation management across teams.
• Work alongside developers and architects to ensure problem resolution is sustainable.

🧠 What You Bring

✅ Education & Experience

• Degree in a technology-related field, or equivalent professional experience.
• 3+ years in SDLC roles (development, architecture, support).
• 3+ years in incident resolution or defect management in enterprise environments.

✅ Technical Competence

• Strong understanding of Java frameworks (Spring MVC, Hibernate, Spring Security).
• Familiarity with SAML, OAuth, OIC, and MuleSoft API Manager (preferred).
• Solid experience in APM tools and observability platforms.
• Hands-on experience with Jira, Confluence, and Jira Service Desk.

✅ Operations & Methodology

• Proficiency in Incident & Problem Management (ITIL v4 certification preferred).
• Experience running command centers, stakeholder calls, and real-time triaging.
• Proven ability to manage and prioritize concurrent incidents under pressure.

✅ Communication & Soft Skills

• Exceptional communication skills – written, verbal, and executive reporting.
• Calm, collected, and organized in high-stakes situations.
• Natural collaborator with strong stakeholder management skills.

🌟 Bonus Points If You Have

• Experience developing and maintaining monitoring dashboards.
• Strong data analysis skills for identifying patterns and trends in incidents.
• Ability to influence change and lead post-incident improvement initiatives.

🔁 Perks & Culture

🌍 Hybrid work model – collaborate from home or our Toronto office.
📊 Work on high-impact digital banking platforms like EQ Bank.
🧠 Continuous learning through real-world incident management.
📈 Grow within a fast-paced, transformation-focused tech team.

🚀 Ready to Keep the Lights On?

Apply now to join a mission-driven team that’s redefining digital banking through operational excellence and innovation.

🔗 Apply Today | Join EQ Bank and keep critical banking systems running smoothly.