Site Reliability Engineer; SRE

SRE & Production Support

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is and we continue to evolve on what it can be, using technology to create innovative, forward‑thinking banking solutions with our clients’ needs in mind. We are made up of high‑performing, curious, energetic and collaborative individuals who thrive in our high‑trust agile environment to deliver best‑in‑class solutions for our customers.

We believe in giving people hands‑on challenges and the responsibilities that come with them, allowing them to grow, evolve and create opportunities to build their career.

• Manages the team workflow to maximise business and technical efficiencies. Develops and guides team members in enhancing their technical capabilities and increasing productivity.
• Supervises the IT Support team; assigns and prioritises production incidents and problems, trains and coaches the IT Support teams to improve customer support; develops staff skills.
• Ensures all production issues are resolved within SLAs, and user requests are completed satisfactorily and that all customer requests are responded to in a timely manner.
• Provides investigation and second‑level support on client issues, technical issues, system/web‑site outages and questions from all internal and external applications by maintaining, prioritising and addressing them to the respective Tangerine technology groups and vendors.
• Runs the production environment by monitoring availability and taking a holistic view of system health.
• Improves our suite of software solutions’ reliability, quality and time‑to‑market.
• Measures and optimises system performance to push our capabilities forward, get ahead of customer needs and continuously innovate to improve.
• Maintains the production applications and day‑to‑day operational activities, manages escalations and modifies established procedures/approaches to suit specific situations including 24 × 7 support and coordination of recovery efforts.
• Participates in defining SLIs, SLOs and SLAs for enterprise systems.
• Gathers and analyses metrics from both applications and infrastructure to assist in performance tuning and fault‑finding.
• Partners with development teams to address outstanding tickets and implement permanent fixes.
• Creates sustainable systems and services through automation and process improvements.
• Balances feature‑development speed and reliability with well‑defined service level objectives.
• Monitors multiple application health and discovers opportunities to optimise in a continuously growing large‑complex hybrid environment.
• Leads on‑call problem escalation and outage recovery effort, not limited to code fixes in the presentation and integration layer, but also provides infrastructure‑level investigation and support where necessary.
• Leads post‑incident technical retrospectives to discover and implement remediation actions.
• Performs troubleshooting, deploys systems or executes maintenance tasks as necessary to meet the specified SLOs.

• 2–4 years of experience developing and/or supporting complex, large‑scale customer‑facing platforms.
• Good understanding of multi‑tier applications, microservices (Docker, Kubernetes, etc.).
• Experience instrumenting and monitoring cloud‑hosted software stacks (preferably GCP, Vertex AI, GCE, network, Big Query, Cloud SQL).
• Good understanding of networking concepts: TCP/IP, DNS, HTTP, TLS, OSI model.
• Familiarity with tech stack including Java/J2EE/Spring Boot, Python, JavaScript/Node.js, front‑end iOS, Android native apps; deployment runtime: K8s, Web Sphere, Web Sphere Liberty, NodeJS/TS.
• Basic knowledge of one or more scripting languages (Ansible, Terraform, Bash, etc.).
• Strong working experience with incident management and setting up monitoring alerts.
• Proficient understanding of code versioning tools such as Git/Bitbucket.
• Knowledge of building a highly automated production monitoring and support model, hands‑on experience integrating Splunk, Ansible, Dynatrace, Sumologic, Service now,  or equivalents.
• Proven ability to translate ideas into technical and business realities…