Technical Support Coordinator

Who We Are:

Every transaction matters. Every Canadian matters. At Interac, we protect both — driving trust, security, and inclusion, so our digital economy thrives. Founded in 1984, Interac connects Canadians through secure digital payments, advanced identity verification and industry-leading fraud protection. Connecting banks, businesses, and individuals, Interac enables millions to send, receive, and manage money safely and effortlessly every day — across both digital and physical environments.

As the backbone of Canada’s financial ecosystem, Interac facilitates over 20 million transactions daily, supported by trusted partnerships with government and financial institutions. Consistently ranked as Canada’s most reputable financial technology brand, Interac is deeply embedded in the daily lives of Canadians.

Interac Real Time Payments Command Centre is currently recruiting a Technical Support, Coordinator role. This is a vacant role reporting into the Leader, Interac Real Time Payments Command Centre and an opportunity to join a growing team within a great organization that supports growth and professional development.

• Monitoring application and infrastructure health, identifying and addressing potential issues before they escalate.

• Responding promptly to incidents and outages, ensuring minimal downtime and impact on operations.

• Identifying, reporting, and investigating/escalating potential incidents.

• Conducting initial triage, including performing an impact assessment of detected events.

• Escalating events for further investigation by Level 2 Support teams.

• Collaborating with cross-functional and support teams to resolve complex technical issues.

• Performing technical recovery procedures

• Documenting incidents, troubleshooting steps, and resolutions in a clear and concise manner.

• Supporting the Incident, Change, Release and Problem management processes.

• Developing and maintaining playbooks, Knowledge articles, and process documentation.

• Managing chronic, repeat, and aging incidents with proper internal/external escalations.

• Exploring new automation opportunities for any repeated tasks to reduce human touch.

• Supporting and participating in new projects and initiatives.

• Other related tasks as required.

• Fluency in both English and French (written and spoken) is required for this role.

• A degree/diploma from a post-secondary educational program with specialization in Computer Science, Computer Engineering, Information Security Program, or equivalent work experience.

• Minimum of 2-3 years of work experience in technology operations in a 24x7 environment.

• Strong team player, self-motivated, highly organized, and able to multi-task in a fast-paced, dynamic environment.

• Proficiency with event management tools and network monitoring systems.

• Excellent problem-solving and analytical skills.

• Strong communication and interpersonal skills.

• Ability to work independently and as part of a team.

• Familiarity with tools such as Service Now, Jira, Splunk, Pager Duty, Dynatrace

• Experience working with basic Office Suite (Outlook, MS Teams, SharePoint, etc.)

• Must be willing to work 12 hour shifts, in a 24x7 rotation schedule, including days, holidays, weekends, and overnights.

• Must have Government of Canada Secret Clearance or be eligible to obtain it.

• Eligibility to work for Interac Corp. in Canada in a full-time capacity.

• Must be willing to work 100% onsite, hybrid options are not available for this position.

• ITIL V4 Certification or higher

The hiring range for this position is $58,000 - $65,000, and you will also be eligible for our short-term incentive plan. The exact amount will depend on factors such as skills, experience, and job-related knowledge, but Interac’s commitment goes beyond compensation. Our Total Rewards package is designed to support your well-being and future, and includes:

• Generous vacation and wellness days to help you recharge

• Comprehensive employer-paid benefits coverage for peace of mind

• Market-leading employer-funded RRSP program to invest in your future

• Access to a free and confidential 24/7 employee & family assistance program to offer…