IT Operations Analyst IV
TD Bank Group
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Job summary
TD Bank Group in Toronto is seeking an experienced technology solutions professional to support customer service applications and systems, ensuring availability, reliability and alignment with service levels.
You will partner with stakeholders to plan deployments, manage incidents, and deliver defect-free support while communicating clearly during outages. The role requires a degree and 3-5 years of relevant experience, with a focus on production support and continuous improvement.
Qualifications
- Undergraduate degree or Technical Certificate required.
- 3-5 years relevant experience in similar role.
- Experience with production support and incident handling is preferred.
Responsibilities
- Provide customer service applications/systems support meeting standards and service levels.
- Coordinate with stakeholders to schedule deployments and release new applications.
- Improve production environment stability by monitoring applications and ensuring availability targets are met.
- Deliver effective, timely incident resolution and communicate with clients during outages.
- Escalate issues with options and recommendations to meet project objectives.
- Develop and maintain documentation and knowledge transfer within the team.
- Interact with clients to provide quality service aligned with their requirements.
- May support design/review/integration of application requirements and data issues.
- Maintain base infrastructure components and liaise with vendors for fixes.
- Provide on-call technical support for designated hardware/software/applications.
Skills
Education
Job description
- Customer Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
- Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
- Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met
- Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
- Effectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholders
- Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
- Deliver effective and defect‑free support (application, hardware, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
- Interact with clients to provide quality service/solutions consistent with objectives and client requirements
- May support the design, review, and integration of all application requirements, including functional, security, integration, performance, quality, and operations
- Identify and address application and data issues and cross‑capability and cross‑release issues that affect application integrity
- Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
- Participate in projects aimed at evolving the base infrastructure, deploying new technologies, or optimizing the operational environment
- May deploy base infrastructure components such as servers, operating systems and middleware for all environments
- May be involved in the deployment of applications, either “off the shelf” or in‑house developed, and in the procurement of supported assets
- Maintain base infrastructure components current and defect free and liaise with 3rd party vendor to report problems and receive fixes
- Provide technical support, including on‑call support, for a suite of designated hardware, software or applications to ensure service levels are maintained
- Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business
- Respond to requests for information and assist project teams in evaluating alternate approaches
- May develop a working relationship with 3rd party vendors as required to fulfill support requirements
- Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re‑development, as required
- May monitor the performance of the environment by using meaningful metrics
- Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing
- Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
- Ensure effective change management discipline is used
- Assist in the maintenance of secure computing facilities and technical infrastructure/architecture to support clients and applications as appropriate
- Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
- Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
- Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs
- Comply with well‑defined enterprise technology delivery practices and standards and project management disciplines
- Make effective use of the cost management processes in place in own unit
- Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery
- Keep current with industry and/or business trends
- May perform testing according to test plans, monitor and report on results, and work with others on problem resolution
- As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines
- 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
- Performs work on all aspects of the application/system support
- May act as a reference for team members or clients
- Applications/systems are moderate to highly complex and performed under minimal management supervision
- Actively involved in resolving client applications issues
- May support the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders
- May develop scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment
- Performs problem determination including data gathering and analysis
- Generally reports to a Manager or Senior Manager
- Undergraduate degree or Technical Certificate
- 3-5 years relevant experience
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 reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well‑being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well‑being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home. Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact. We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
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At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi‑year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities. Learn more: Canada | US | Europe & Asia Pacific
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