IT Operations Analyst I

TD Bank; London; On-site; CAD 47,000 - 67,000; Full time

Job summary

TD Bank Group in London, Ontario, Canada is seeking a technology support professional to provide first-level assistance and resolve end-user incidents with our technology groups. The role requires 37.5 hours per week.

You will deliver courteous customer service, monitor resources, and ensure timely changes while collaborating with stakeholders to maintain service reliability and a seamless user experience. Salary range $47,200–$66,600 CAD annually.

Qualifications

• Undergraduate degree or Technical Certificate

Responsibilities

• Provide courteous, efficient, and professional customer service to resolve inquiries promptly.
• Ensure changes are performed on time, minimizing risk to the service environment.
• Monitor resources to ensure availability of business applications.
• Identify and resolve service delivery issues.
• Maintain proficient knowledge of tools, processes, and resources for problem determination and recovery.
• Maintain knowledge of technology components, applications and services.
• Prioritize activities to align with availability impact.
• Coordinate activities and ensure seamless integration of processes.
• Act as an information source to colleagues and clients.
• Provide timely updates to service issues and follow up on open problems.
• Deliver accurate reports and documentation.
• Follow established procedures and standards.
• Adhere to disaster recovery and business recovery plans.
• Maintain a secure work environment with escalation processes.
• Communicate effectively within the team about issues and changes.
• Suggest improvements to internal processes.
• Follow enterprise delivery standards and project management disciplines.
• Work as a team to resolve critical service issues.
• Prioritize and manage workload to meet timelines.
• Support apositive work environment and timely communication.
• Participate in knowledge transfer within teams.
• Identify opportunities to enhance productivity and efficiency.
• Provide front-line customer service on a broad range of issues.
• Investigate problems with a broad business focus.
• Assess caller knowledge and tailor explanations.
• Prioritize and assign problems as needed.
• Coordinate resolution and changes per change processes.
• Integrate information from all sources.
• Make independent decisions within defined parameters.
• Report to a Team Manager.

Education

Undergraduate degree or Technical Certificate

Job description

Work Location:

London, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$47,200 - $66,600 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Provides technology-based customer service support and conducts first level analysis to resolve end user incidents / issues working with technology groups, to resolve within established timeframes.

KEY ACCOUNTABILITIES

CUSTOMER

• Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions
• Ensure change activities are performed on time, minimizing risk to the service/business environment
• Monitor resources to ensure availability associated with business applications and technology
• Identify, resolve, or escape service delivery issues and/or complaints
• Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery
• Maintain proficient knowledge of technology components, applications, clients/customers and business services
• Prioritize activities to ensure time invested is appropriate to the availability impact
• Provide seamless integration of activities and processes, recognizing system interdependencies
• Act as an information source to colleagues, business partners and clients/customers
• Ensure prompt and timely updates to service issues, and follow through on outstanding problems

SHAREHOLDER

• Deliver and maintain accurate reports and documentation
• Follow established procedures and standards
• Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
• Maintain a secure work environment and ensure adherence to notification and escalation processes
• Communicate effectively within the team relative to service issues and scheduled changes
• Recommend improvements and enhancements to internal departmental processes
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

EMPLOYEE / TEAM

• Work effectively as a team, supporting other members of the team in resolving critical service issues
• Prioritize and manage own workload in order to deliver quality results and meet timelines
• Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
• Participate in knowledge transfer within the team and business units
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

BREADTH & DEPTH

• Provides front line customer service support to clients on a broad range of issues
• Investigates problems beyond own area of knowledge, applying a broad business focus
• Assesses level of knowledge of caller and translates information when providing assistance
• Prioritizes and may assign problems and service issues to other team members
• Co-ordinates problem resolution and the implementation of changes in accordance with established change processes
• Integrates all sources of information when providing assistance to clients
• Makes independent decisions within generally defined parameters
• Generally reports to a Team Manager

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their f