Work Location:
Toronto, Ontario, Canada
Hours:
37.5
Line of Business:
Technology Solutions
Pay Details:
$65,600 - $98,400 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.
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Job Description:
We can't afford to be boring. Neither can you. The scale and scope of what TD does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. TD's technology and business teams become more intertwined as new opportunities present themselves. This new era in banking does not equal boring. Not at TD, anyway.
TD IT Application Support covers business segment CIO technology areas or shared services technology functions. These experts interact closely with those within the Infrastructure Technology Solutions space. With a heightened focus on developing, implementing standard support models and processes using industry best practices, this role is responsible for production support, troubleshooting incident and problem management, service transition, IT change management and deployment and release management.
We are looking for someone to provide a broad range of systems and application support, research and analysis, administration, performance availability monitoring and management.
KEY ACCOUNTABILITIES
- The IT Support Analyst IV is responsible to deliver the weekly and monthly tLEI (Technology Legendary Experience Index) Report for Executive dashboard. This individual, will partner with multiple L3 Support teams to capture and collect each week's data, check, and calculate impacts on Payments Transaction caused by incidents
- Gain understanding of technical aspects of upcoming change orders and lead Enterprise Payments CAB call to review and approve Payment Change Orders
- Perform controlled incidents reviews by extracting open and reoccurring incidents from Service Now, and participate in monthly L2 and L3 team meetings, assist the closure of problem records by providing in depth analysis using Splunk/Dynatrace logs
- Strive to improve production environment stability by working with L3 to set up, maintain and monitor applications and systems, using Splunk/Dynatrace
- Update security finding remediation plans and address upcoming due dates, have meeting with technology security officer and get approval for updating/closure of findings.
- Partner actively with Payments Application Owners to drive Business Continuity Plan updates and lead tabletop and Call Tree exercises for annual business recovery practice.
- Identify/implement process improvements to minimize manual efforts within day-to-day Resiliency tasks.
- Update Outage Calendar and Payments Release Calendar with upcoming maintenances impacting Payments Rails, and present to executives to get approval.
- Monitor Technology Currency Dashboard for system life cycle and "End of Support" deadlines, ensure that decommissioning requests are processed and complete on time.
- Deliver effective day-to-day support, research system issues and opportunities, recommend changes, and keep accurate documentation.
- Respect TD's technology delivery practices, standards, project management disciplines
SHAREHOLDER
- Monitor system lifecycles, ensuring specifications and functionality support business objectives are met
- 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
- 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)
- Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
- Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective systems performance and stability
- May perform testing according to test plans, monitor and report on results, and work with others on problem resolution
EMPLOYEE / TEAM
- Work effectively as a team, supporting other support teams 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
- Performs work on all aspects of the application/system support
- Applications/systems are moderate to highly complex and performed under minimal management supervision
- Actively involved in resolving or investigating on application issues
- May support the BAU activities for 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
EXPERIENCE & EDUCATION
- Undergraduate degree or Technical Certificate
- 3-5 years relevant experience
- Experience performing work on all aspects of application and systems support
- High comfort level working with applications, systems and fulfilling tasks that are moderate to highly complex
- Strength in developing scripts or using appropriate tools to address gaps in the application and system (to simplify and enhance the day-to-day work)
- Strength in performing problem determination including data gathering and analysis
- Strength in consulting with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to your own area
- Strong interpersonal communication skills and feel comfortable presenting for executive leaders
- Willingness to work effectively as a team, helping others to improve applications stability
- Knowledge/expertise in TD services, applications, infrastructure, analytical tools, and techniques that can contribute to effective operation/delivery
- Interest and drive to enhance knowledge/expertise by staying abreast of industry and business trends
- Confidence acting as a reference for team members or partners
- Distributed server knowledge and hands on keyboard experience on Linux/Shell Scripting
PREFERRED QUALIFICATIONS
- Some deployment experience, and understanding the development steps and procedures
- JS Libraries, Java, Python, AZURE
- Database Support knowledge for Oracle and SQL
- Understanding of Cloud and API technologies
- Knowledge of monitoring tools such as Dynatrace and Splunk
- Experience with GIT (Stash), Confluence, JIRA and Service Now
- Willingness to work after office hours or on Holidays, if necessary
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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.
Our Total Rewards Package
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
Additional Information:
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.
Colleague Development
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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.
Interview Process
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.
Accommodation
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.
We look forward to hearing from you!
Language Requirement (Quebec only):
Sans Objet