Development / Technical Lead

Nexus Systems Group Inc.; Toronto; On-site; CAD 100,000 - 130,000; Full time

Job summary

A technology solutions provider in Toronto seeks a seasoned IT professional to oversee incident management and support digital channel operations. You will work on complex problem-solving and collaborate with various teams to enhance client experiences. The ideal candidate offers over 10 years of IT experience, leadership in agile environments, and familiarity with performance tools like Dynatrace or Splunk. Flexibility for on-call support is essential.

Qualifications

• 10+ years of experience working in a related IT field.
• 3+ years supporting wealth management / investment use cases.
• Experience with tools like Dynatrace and Splunk.

Responsibilities

• Manage incident/problem resolution for digital channel operations.
• Liaison between various tech and product teams.
• Handle escalations and support outside of traditional work hours.

Skills

Agile methodologies

SQL queries

Performance management tools

Communication skills

Logical thinking

Education

Post-secondary degree in a related field

Tools

JIRA

Confluence

Service Now

Job description

Overview

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 escalations 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.

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

• 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)