Td Bank Sr Ops Analyst 

Ireland, Dublin 

599135439

Workspace Services Team Lead Responsibilities:

• Directly reporting to the European Workspace Manager based in London
• Oversee, supervise and lead the Workspace team of 3 based in Dublin
• Mentor and develop team members through regular training, performance reviews, and continuous learning initiatives.
• Establish performance metrics and ensure adherence to service level agreements (SLAs) and operational standards
• Manage the receipt of incoming service requests through various communication channels
• Prioritization of support calls and requests based upon business impact
• Resolve support calls either via the telephone using remote tools or on-site desktop visit to an acceptable standard and within a suitable timeframe

• Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
• Initiating and leading escalation and resolution for business impacting workspace issues
• Effectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholder
• Supporting the lifecycle, launch and retirement of workspace services and establishing robust operational processes and procedures
• Driving continuous service and process improvement
• Service and support ticket reporting and governance
• Partner with local stakeholders and collate end user experience feedback
• 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
• Provide Front and Back Office system technical support for trading floor and support function applications including all Reuters products, Bloomberg products, Tradeweb and ICAP apps
• Setting realistic expectations for service delivery, communicating frequently with customers and providing technical expertise as required
• Offer 3rd level support for in depth fault analysis resulting in direct technical dialogue with internal application developers, support functions and external vendors
• Workspace engineers are required to be available to work a flexible 8-hour shift between 7am and 6pm onsite with an out of hours call rota
• Role is considered primarily onsite
• Weekend work (overtime) may be requested to support moves and changes, as well as other project work

Experience and Skills:

• 7+ years of desktop support experience, within a trade floor
• Excellent leadership and team management skills, experience managing a small team
• Exceptional communication, interpersonal, and stakeholder management skills.
• Ability to work under pressure in a dynamic, fast-paced trading environment and manage multiple priorities effectively.
• Exceptional written and verbal skills
• Exceptional customer services skills
• Strong knowledge of computer hardware, including laptops, desktops and mobile devices and enterprise desktop applications
• Knowledge of incident ticketing applications e.g. Service Now
• Strong understanding of Microsoft Windows 11 and Office O365
• Strong understanding of collaboration tools including Webex, MS Teams, Skype, SharePoint etc
• Understanding of trader telephony solutions (e.g. IPC)
• Knowledge of network printer installation, setup and troubleshooting
• Knowledge of virtualization technologies, especially Citrix
• Microsoft System Center Configuration Manager experience is a plus
• Strong analytical and problem-solving abilities; capable of performing root cause analysis and implementing preventive measures
• Analytical experience, creating dashboards and reporting from systems such as ServiceNow, NeXT think etc
• Data manipulation experience, Excel, Power BI and similar tools

Executives promote

• Think like a customer; provide legendary experiences and trusted advice
• Act like an owner; lead with integrity to drive business results and contribute to communities
• Execute with speed and impact; only take risks we can understand and manage
• Innovate with purpose; simplify the way we work
• Develop our colleagues; embrace diversity and respect one another

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.

We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.