IT Support Analyst IV

TD Bank Group; Toronto; Hybrid; CAD 85,000 - 125,000; Full time

Job summary

TD Bank Group in Toronto is seeking an experienced Production Support professional to manage incidents, problems, and changes, ensuring production availability and minimizing risk. You will coordinate with business and technology partners to maintain stable services and support critical banking applications.

The role emphasizes ITIL processes, ServiceNow incident management, Azure cloud services, Databricks data platforms, and robust monitoring to meet stringent financial services requirements.

Qualifications

• Bachelor’s degree or technical certificate; 3–5+ years in production/support roles.
• Experience with incident, problem, change and knowledge management (ITIL).
• Proven ability to resolve incidents within SLA targets in complex environments.
• Experience supporting Azure Cloud services and data platforms/analytics.
• Familiarity with SQL, scripting (PowerShell) and automation tools.

Responsibilities

• Perform incident and problem management to ensure timely resolution and low business impact.
• Provide resilient production support for applications/systems, maintaining availability and documenting issues.
• Collaborate with business and technology partners to plan changes and releases with minimal disruption.
• Monitor environments, analyze issues, and propose improvements to stability and performance.
• Support disaster recovery plans and participate in audits and readiness activities.

Skills

Troubleshooting

ITIL

ServiceNow

Azure

Databricks

SQL

PowerShell

Automation

Monitoring tools

Incident management

Education

Undergraduate degree or Technical Certificate

Tools

ServiceNow

Databricks

Dynatrace/Dog/Datadog/AppDynamics/Splunk

Job description

page for more information.* Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate* 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* Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible* 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, 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* Design, review, and integrate 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* 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 use* 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* 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* Undergraduate degree or Technical Certificate* 3-5 years relevant experience* 3+ years of experience in Production Support, Application Support, Operations Support, or IT Support roles.* Strong troubleshooting and analytical skills in complex production environments.* Experience with ServiceNow, incident management, and operational support processes.* Understanding of ITIL practices including Incident, Problem, Change, and Knowledge Management.* Experience supporting mission-critical business applications.* Strong communication skills with the ability to engage technical and business stakeholders during incidents.* Experience supporting Azure Cloud services.* Experience with Databricks, data platforms, ETL processing, or enterprise analytics environments.* Knowledge of SQL, PowerShell, scripting, or automation tools.* Understanding of monitoring platforms such as Dynatrace, Datadog, AppDynamics, Splunk, or similar solutions.* Experience supporting financial services or highly regulated environments.* ITIL Foundation certification preferred.* Incident resolution within SLA targets* Reduction in recurring production issues* Improved platform availability and reliability* Successful completion of operational readiness and audit requirements* Increased automation and operational efficiency* Strong stakeholder and partner satisfaction**Our Values**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.**Our Commitment to Diversity, Equity, and Inclusion**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.**Helping to Make an Impact in Communities - TD Ready Commitment**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: | |