Tech Ops Engineer II

Requirements

• University degree in technology-related field required, or equivalent work experience
• Solid knowledge in Java software delivery or software development including multiple frameworks such as Hibernate, Spring MVC, Spring Security, SAML, OAuth, OIC
• Experience in API management tools, e.g., MuleSoft API Manager (preferably)
• Experience in APM
• Incident and Problem management, Major Incident Response experience preferable, Project Management, Business Process management
• 5 years of experience in a corporate SDLC function (developer, support, architect, etc.) in technology
• 3 years of experience with technical incident resolution or product defect resolution
• Strong written and verbal communication, with an ability to articulate issues simply, concisely, accurately and clearly for both technical working level teams and executives
• An ability to work efficiently, effectively and collaboratively
• Knowledge of ITIL 4 practices is a must
• Analytical mind capable of managing numerous information sources and providing meaningful data analysis reports to senior management
• Organized, structured, logical thinking and detail oriented analytic skills
• Multi-tasking - can manage several concurrent initiatives with pace and prioritise demands whilst maintaining composure
• Experience with tracking incidents and providing dashboard views of issues/tickets across time
• Respectable knowledge of Jira Service Desk, Confluence and Jira is required

Additional Information

Purpose of Job One of our goals is to fail small and learn fast. The Tech Ops Engineer II will focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient. The Tech Ops Engineer II is accountable for tracking and managing the restoration and communication of incidents with pace. The role is responsible for managing the processes, guidelines and tools related to Major and other high priority Incidents, performing Root Cause Analysis, and proactively enhancing related tools and processes for monitoring and alerting. The role is also responsible for managing the lifecycle of Problems, with the aim of preventing incidents from happening or reoccurring. The Tech Ops Engineer I will establish service level objectives, indicators and agreements (SLOs, SLIs and SLAs) for critical systems and channels, including championing automated monitoring and data aggregating to streamline reporting of metrics. Success in this role will be demonstrated by ensuring that incidents with business or customer impact are dealt with effectively and with minimum disruption to live service and SLAs. This role will record and manage problems through to resolution by performing root cause analysis, coordinating third party analysis, and communicating with stakeholders to ensure workaround and solution suitability. This role will be supporting EQ Bank, Equitable Bank, the direct-to-consumer digital bank channels and core banking applications, as well as any other Information Technology incidents and problems with a high and critical impact on business.

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