Purpose of Job

One of our goals is to fail small and learn fast. The Sr Tech Ops Engineer will focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient.

The Sr. Tech Ops Engineer 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 Sr Tech Ops Engineer 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.