Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Technology Solutions

Pay Details:
$108,800 - $163,200 CAD

This role is eligible for a discretionary variable compensation award that considers business and individual performance.

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.

• Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans
• Manage the operations/ support/management of products/systems/ applications/services for a range of clients to support them in meeting business objectives/ goals.
• Manage key relationships with both delivery teams and partners and hold regular service delivery reviews that promote continuous service improvement
• Drive and manage a highly effective controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resources)
• Work with clients to prepare comprehensive IT solutions that meet/ exceed client objectives for new and existing systems / applications
• Partner with delivery teams to schedule test cycles and deployments in a timely manner
• Ensure scheduled changes take place with proper testing, monitoring and implementation and with little or no adverse impact to the business
• Work with technology partners to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements
• Understand baseline support costs (people, infrastructure, application) and work to drive down the cost of the supported services
• Oversee the integration of all systems, projects and technical interfaces to ensure a high level of service and support to the client and efficient system operation
• Lead effort to test, debug, and performance analyze and document environment components
• May conduct/oversee IT planning with internal clients, prioritize activities and allocate resources consistent with business strategy and objectives
• Negotiate and document project deliverables, timelines, project charters / costing, roles, responsibilities and critical milestones and communicate project status and provide timely escalation of issues to ensure project objectives are met
• In partnership with other team members, ensure a close relationship is maintained with clients, in order to keep informed of their business needs and direction
• Measure the level of service to customers/clients, analyze trends, and determine appropriate actions where applicable
• Identify vendors/ TD areas able to provide IT related services and partner with clients in developing business cases, RFI / RFP, etc. consistent with business requirements and guidelines
• Manage day-to-day vendor relationships; ensure timely/accurate communication and resolution of issues
• Act as an integrator of solutions, provide flexibility, and ensure a good understanding of technology choices by offering and negotiating options with the clients
• Provide insight, information and recommendations on industry trends and promote/develop IT awareness and technical understanding of business partners / clients
• Partner closely with core infrastructure teams to provide highly resilient and fully engaged support model that encompasses end to end operational support, including storage, networks, security and computer operations
• Consistently strive for timely resolution of production issues while meeting business requirements and service level expectations
• Provide 4th level support for production incidents and provide single point of contact for business communications related to production incidents, escalate as required
• Provide support for developing the internal metrics reports and establishing and monitoring service delivery and SLAs

• Measure and monitor the level of service, analyze trends, agree on service target levels, and determine appropriate actions
• May monitor and coordinate operating schedules / priorities for all application related incidents to ensure operations are effectively and efficiently supported and maintained.
• Ensure operational, reputational, and proprietary risks are minimized and focus on process improvement
• Ensures operations training materials and documentation are kept up to date and used throughout the team
• Follow process management discipline for change management of all systems managed
• Maintain effective dialogue with regulatory bodies and standards organizations
• Ensure compliance with well-defined enterprise technology delivery practices and standards and project management disciplines
• Support / develop sound business cases with an on-going focus on reusability, scalability, innovation, and enterprise-wide solutions
• Establish project teams and ensure agreed deliverables are communicated and delivered within time, budget and quality parameters
• Ensure all testing, quality assurance and post-implementation reviews are conducted against critical success factors, per the project plan and objectives
• Continuously improve timeliness of delivery while balancing quality and price of solutions / services offered
• May manage appropriate recovery of costs to ensure effective cost management within own area and may develop / manage budgets for IT related activities
• Ensure compliance with IT Disaster Recovery Plan (DRP) and the department's Business Recovery Plan (BRP)
• Continuously enhance knowledge/expertise in own area and keep current with industry and/or business trends

• Responsible for management of the overall team providing both leadership and technical guidance; set targets and objectives for the team, and deliver results
• Grow team expertise to align with enterprise demand and the Bank's business / technology direction; assess team skills and capabilities and continually look for ways to provide and enhance value delivered
• Foster an environment / culture that encourages productivity, innovation, process improvement, teamwork and a high level of professionalism
• Co-ordinate necessary resources to ensure completion by deadlines
• Provide coaching, development, succession, recruitment, resource management and overall team leadership for team members and provide regular input into team members' assessment of performance and development plans
• Prioritize and manage own workload in order to deliver quality results and meet timelines
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
• Establish effective relationships across multiple business and technology partners, program and project managers

• Responsible for managing multiple, broad and highly complex teams and/or projects which are diverse in scope
• Sets direction at an operational level, works autonomously in the management of the unit and collaborates with other business heads to establish and execute on common goals
• Directs/manages large-scale applications/systems / projects across multiple product lines/businesses, involving significant scope and complexity
• Directs/manages a large group (e.g., up to 50) of IT professionals
• Understands strategic direction (including financials) and champions alliances to benefit the Bank, advocates for operational improvements to enhance value to the organization
• Directs the development of resolutions, plans and strategies for operational advancement
• Key contact internally and externally
• Reports to an Executive

• Undergraduate degree or Technical Certificate
• Graduate degree, preferred
• 10+ years relevant experience
• ITIL certification, preferred
• Technical experience in one or more technologies like Pega, Azure, SAS, Mainframe, Webservices, API, Databases, Windows, Java, Linux, etc.
• Technical experience of relational database design concepts and best practices
• Technical experience of disaster recovery and business continuity planning
• Technical experience of application architecture, interface and high availability concepts
• Strong understanding of SDLC. i.e. Agile and Waterfall
• Subject Matter expertise in ITSM. i.e. Incident Management, Problem Management & Change Management
• Technical experience of cloud infrastructure and microservices
• Technical experience of Windows and Linux Clustering
• Technical experience of monitoring tools like SPLUNK, DataDog, Dynatrace
• Strong understanding of ServiceNow
• Basic understanding of automation tools
• Strong subject matter expertise, as you prepare to provide clients, team, and/or project team with technical guidance and assist with highly complex troubleshooting/problem resolution.
• Strong interpersonal communication skills to work effectively with vendors/stakeholders to fulfill support requirements.
• Experience in identifying process gaps and implementing process changes.