Senior Technical Operations Analyst
Come Build a Better Financial Future for all Canadians
At Neo, we’re building a more rewarding financial experience for all Canadians.
Life at a rapidly expanding tech startup is demanding, exhilarating, and not for everyone…
From world-class creative minds to brilliant engineers, it's high-performing people that make Neo a workplace with passion and purpose.
Since being founded in 2019, Neo has built incredible traction and is one of the fastest growing fintechs in Canada.
- LinkedIn’s Top Startup in Canada for 2022 and 2023
- Top-ranked mobile apps and credit cards
- Team of 700+ people
- 1M+ customers in 3 years
- 11K+ retail partners
High Performance at Neo
We recruit, hire, and build our company culture around these attributes:
Teamwork: We trust, respect, encourage, and show up for each other — through good times and hard. We’re on this mission not just for ourselves, but also for the people we work with.
Ownership: We all have a stake in Neo’s success — so we go out of our way to do what needs to get done. We hold ourselves accountable to deliver on our commitments — to our customers, to our partners, and to our team. When we fall short, we find a way to do better in the future.
Professional Integrity: We’re asking millions of Canadians to trust us with their hard-earned money — so we hold ourselves (and each other) to the highest standards of integrity.
What You Will Be Doing:
- Technical Troubleshooting and Solution Development: Your role involves troubleshooting complex technical issues that may arise within the organization. You'll use your coding skills and technical expertise to develop solutions and address the root causes of problems. This approach involves evaluating entire processes holistically and implementing technology-driven solutions.
- Dashboard Creation and Alert Management: You'll need to create comprehensive dashboards that provide real-time visibility into the performance of the services the company offers to clients. These dashboards will also include alert systems that promptly notify the team if any service endpoints experience issues, ensuring that service levels remain acceptable.
- SLA Analysis: When internal Service Level Agreements (SLAs) are not met, your role will involve conducting in-depth analyses to determine the reasons behind these discrepancies. It will be essential to provide well-supported explanations and recommendations for improvement.
- Incident Management and Accountability: As part of incident management, you will lead incident review meetings and document Root Cause Analyses (RCAs) for incidents across multiple domains.. You'll then work to ensure that accountability is established across teams, with clear action items defined to minimize the likelihood of similar incidents occurring in the future.
- Vendor Monitoring: In this role, you will be responsible for monitoring critical vendors that the company relies on. This includes tracking their APIs to ensure they are meeting the agreed-upon service quality standards. You'll assess factors such as API availability, request success rates, and response times to ensure vendors are delivering as expected.
- Process Efficiency Improvement: You'll actively identify and assess manual processes within the organization, with a focus on eliminating or automating them wherever possible. The goal is to make operations as efficient as they can be by leveraging technology and process optimization.
- Backup and Disaster Recovery Assurance: You will be responsible for overseeing the backup processes and ensuring that disaster recovery plans are not only in place but also executed successfully. This ensures that critical data and systems are safeguarded against potential disruptions or losses.
- Coding Proficiency: Proficiency in coding is crucial for developing solutions, automating processes, and addressing technical challenges effectively. You'll be expected to use your coding skills to create tools and scripts that enhance operational efficiency and problem-solving.
- Monitoring Tool Proficiency: You should be comfortable and skilled in using monitoring tools like Datadog, Splunk, or similar platforms. These tools are essential for tracking and analyzing system performance, providing valuable insights, and enabling proactive maintenance to keep services running smoothly.
What We're Looking For:
- Motivated work owners who thrive with ambiguity and can troubleshoot any kind of technical issue.
- Demonstrated expertise in one or more programming languages, enabling the development of scripts and tools to streamline operational processes and tackle technical challenges efficiently.
- Highly analytical minds capable of finding patterns, tracing calculations, and processing large data sets.
- Experience with highly technical data analysis software tools.
- Excellent verbal and written communication skills, including technical writing and the ability to discuss complex scenarios.
- Attention to detail, grit, perseverance, organization, and a persistent drive to grow and learn are critical.
- Experience with SQL or a strong desire to learn and develop SQL skills.
- Be part of the on-call schedule.
What Will Help You Succeed:
- Experience with Root Cause Analysis, systematic problem-solving, and getting to the source of problems.
- Database experience, Data Analysis experience, or experience with software system logs.
- Constant curiosity and the ability to ask good questions.
- Familiarity with ITIL framework
- Willingness to say, "I don't know, but I'll find out."
- If you're excited about the opportunity to work in a dynamic, high-growth environment where you can make a meaningful impact on the future of financial services, we encourage you to apply and become a key player in the Neo Financial team. We offer competitive compensation, benefits, and the chance to collaborate with a team of passionate and innovative individuals.
Working at Neo
At Neo Financial, we're empowering people to accelerate their careers toward hyper-growth and helping them reach their full potential. You’ll have the opportunity to work on exciting projects and collaborate with some of the brightest minds in the industry. We encourage our team members to take ownership of their work and to bring their unique ideas and perspectives to the table. Our dynamic and fast-paced environment allows for endless learning and advancement opportunities.
Check out these videos from our employees to learn more about Working at Neo.
Apply with Us
We believe in equal opportunity, and are committed to creating an inclusive climate where everyone thrives. We’re a financial institution, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.