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. Who You Will Work With: 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. What You Will Do: * 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. What You Bring: * 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 ServiceNow, Jira, Splunk, PagerDuty, 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. Nice to Have: * ITIL V4 Certification or higher What We’re Offering: 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 support for you and your immediate family * Pregnancy and parental leave top-up to support growing families * Charitable donation matching with United Way to amplify your impact Why Join Us? At Interac, the impact we make, and the people who drive it, is profound. When you become part of our team, you’re joining a purpose-driven organization that’s shaping the future of digital finance in Canada. Here’s what you can expect: * Investing in the Future – Help us unlock digital prosperity for all Canadians. * Innovative Thinking – Collaborate on products, practices, and platforms that redefine what’s possible. * Inclusive Culture – Be empowered to bring your whole self to work and realize your full potential. * Inspiring Community – Work in an ecosystem where we lift each other up and rise together. * Intentional Support – Enjoy flexible, supportive offerings that prioritize your total wellness. Additional Pre-Employment Requirements: To ensure the integrity of our organization, successful candidates will be required to complete background checks, which may include, Canadian Criminal Credit Check, Canadian ID Cross-Check, Public Safety Verification, 5-year Employment Verification, Education Verification, Credit Check, and Social Media Check. Equal Opportunity Employer Interac is also an equal opportunity employer committed to fostering a diverse and inclusive workplace. We believe that innovation thrives when people from different backgrounds, experiences, and perspectives come together. That’s why we are committed to providing fair and equitable employment opportunities for all individuals, without discrimination based on race, color, ancestry, ethnic origin, place of origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, or any other characteristic protected by applicable law. If you require accommodation during any stage of the application or recruitment process, please contact us at [email protected]. We will work with you to meet your needs. Please be aware that certain individuals are misusing Interac Corp.’s name and logo to promote fictitious employment opportunities. Interac Corp. never requests, solicits, or accepts any form of payment in exchange for employment. Any such offers are fraudulent and should be disregarded. Interac Corp. assumes no liability for any claims, losses, damages, expenses, or inconveniences arising from or related to these fraudulent activities. Such communications do not constitute an offer or representation by Interac Corp. or its subsidiaries and affiliates.

The Technical Support Coordinator monitors infrastructure health, responds to incidents, and performs initial triage to ensure minimal operational downtime. They also document resolutions, manage aging incidents, and collaborate with cross-functional teams to resolve complex technical issues.

Candidates must have a post-secondary degree in a technical field and 2-3 years of experience in a 24x7 technology operations environment. Fluency in English and French is required, along with the ability to obtain a Government of Canada Secret Clearance.

• Vacation days • Wellness days • Employer-paid benefits • RRSP program • Employee & family assistance program • Pregnancy and parental leave top-up • Charitable donation matching

• Change ManagementPreferred
• Incident ManagementPreferred
• SplunkPreferred
• JiraPreferred
• TroubleshootingPreferred
• Communication SkillsPreferred
• Technical SupportPreferred

Identified from the job description. Confirm important requirements above.

• Technical support
• Incident management
• Network monitoring
• ServiceNow
• Jira
• Splunk
• PagerDuty
• Dynatrace
• Problem management
• Change management
• Release management
• Automation
• Analytical skills
• Communication skills
• Troubleshooting
• Infrastructure monitoring
• Real Time Payments
• Workplace Inclusivity
• Financial Technology (FinTech)
• Technical Issues
• Secret Clearance
• Bilingual (French/English)
• Microsoft Teams
• Self-Motivation
• Analytical Skills
• JIRA
• Investments
• Communication
• Computer Science
• Computer Engineering
• Economics
• Finance
• Event Management
• Leadership
• Impact Assessment
• Innovation
• ITIL 4
• Interpersonal Communications
• Problem Solving
• Microsoft Outlook
• Microsoft Office
• Multitasking
• Network Monitoring
• Operations
• Problem Management
• Microsoft SharePoint
• Triage
• Troubleshooting (Problem Solving)
• Investigation

• Technology
• Customer Service & Support
• Finance & Accounting
• Security & Safety
• Technical Support Coordinator
• Social / Human Services Assistant
• Social Work Associate Professionals
• Social and Human Service Assistants

Minimum education

Bachelor’s degree

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week