Td Bank Sr Ops Analyst 

Canada, Ontario, Toronto 

791178617

Toronto, Ontario, CanadaTechnology Solutions

$76,800 - $115,200 CAD

Job Description:

to join a fast-paced, dynamic environment offering a variety of career opportunities. This role requires strong organizational skills, strong technical writing and documentation skills, oral communication and presentation skills, and strong attention to detail. Multi-tasking is a key part of the job and having a sense of urgency and strong customer skills are required to be successful in this environment.

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 monitoringapplications/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
• May 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

SHAREHOLDER

• 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 technicalinfrastructure/architectureto 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 ITrequirements/guidelines

EMPLOYEE / TEAM

• 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

BREADTH & DEPTH

• Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others
• Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complextroubleshooting/problemresolution
• Leads the support of highly complex and/or comprehensive applications/systems and/or business lines
• Identifies root causes and implements targeted and controlled remediation plans
• May support the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders
• Reviews, participates and implements procedures
• Researches industry standards, best practices and new innovations in technology and makes recommendations
• Generally reports to a Manager or Senior Manager

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate
• 5-7 years relevant experience withIT change management / enablement experience
• Strong working knowledge of IT change management methods and procedures
• Strong service management experience, operational, and relational integration with other ITIL processes and disciplines such as incident, problem, and asset & configuration
• Excellent verbal and written communication skills for interaction with technical and non-technical audiences
• Experience leading and participating in the knowledge transfer of information with peers and management related to change management documentation, processes, policies and procedures
• Understanding of the inter-relationship of complex technologies related to IT change management in a hybrid environment inclusive of mainframes, distributed systems, software, CMDB, DevOps, virtualization, and Cloud
• Expertise in building, managing, and updating a full ITIL based documentation library, inclusive of version control, sound document retention policies, regular reviews, attestations, and auditing
• Knowledge formulating, reporting and presenting analytics, metrics and KPI’s to executives including ad-hoc requests for various internal business units and support teams
• Extensive industry knowledge and subject matter expert experience IT Service Management processes and tools, especially change management
• Ability to chair / manage various enterprise change management meetings
• Demonstrated leadership experience and proven success in reviewing submitted change requests for completeness, integrity and compliance against mandatory process requirements
• Proven experience evaluating risk and impact associated with submitted changes and investigating linkages between incidents to determine RCA
• Experience driving process and organizational maturity in an IT change management program

NICE TO HAVE

• Working knowledge of ServiceNow or another ITIL aligned Service Management tool is an asset
• ITIL v4 Foundations is an asset
• Banking/Financial Industry experience
• Data center operations experience
• Former TD experience
• Asset and configuration management experience

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. 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.

Sans Objet