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Pay Details:

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.

Job Description:

Operations Support Group (Network Operations) is a 7/24 Service Availability (Dual Site Coverage) department responsible for providing frontline support of TD's network environment.

The primary focus of the team is reacting to any/all anomalies that are presented through a variety of monitoring tools for the Bank's mission critical network.

We are looking for self-motivated and focused individuals who enjoy a fast-paced environment requiring attention to detail.

KEY ACCOUNTABILITIES

An IT Operations Analyst IV within Network Operations Support Group is responsible for providing senior level support of the TD Bank Group network infrastructure. This includes BRP capabilities, incident management and support of all components associated with these environments. Areas of support include the LAN, MAN, WAN, RLAN, Wireless, Firewall, Load balancer and Optical solutions.

Accountabilities will include, but are not limited to the following:

• Manage day to day deliverables during the shift, under the overall direction of the NOC Shift Leader. The primary accountability of this position is to ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations to the Shift Lead/Manager positions as needed. Engage other teams or escalate to L2/L3 teams as necessary. Smooth takeover of work as well as well documented and smooth hand over is part of the accountability.
• Provide strong technical support while ensuring that NOC processes and procedures are followed properly by the team that they are the part of. This includes proper use of automation, following proper remediation procedures, high quality ticket and vendor issue updates, handover documentation, etc.
• Collaborate strongly with the Shift leader to manage the queue, work intake as well as delivery.
• Engage in high priority incidents (P2's) or incident calls and provide support.
• Engage with wider operational teams like EES/OCG and other support areas on an ongoing basis.
• Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Shift Leader.
• Support the incident, change and problem management processes.
• Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services.
• Help develop team members, provide effective feedback and recognition when needed
• Help assess training needs, process gaps and improvement suggestions, automation opportunities and effectively communicate upwards to the Shift leader and Manager as required
• Assess impact and potential impact/risk and report to the shift leader/Manager very promptly when significant issues occur
• Escalations with internal TD teams and 3rd party vendors.
• Manage chronic, repeat and aging incidents with proper internal/external escalations.
• Create MoPs and how-to docs for better support and training of new and junior team members. Also, peer review such documentation created by other team members and provide suggestions for improvement.
• Explore new automation opportunities for any repeated tasks to reduce human touch.
• Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos.
• Other duties as required.

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 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
• 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 technical infrastructure/architecture to 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 IT requirements/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

• Performs work on all aspects of the application/system support
• May act as a reference for team members or clients
• Applications/systems are moderate to highly complex and performed under minimal management supervision
• Actively involved in resolving client applications issues
• May support the installation, configuration, upgrade of business 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
• Strong team player, self-motivated, highly organized and able to multi-task in a fast paced, dynamic environment.
• Strong communication skills, both verbal and written, are essential in order to interact with support groups, clients and vendors.
• Experience and a sound understanding of network environments (TCP/IP, Cisco routers/switches, Firewall, Load Balancers, WiFi) including an excellent understanding of telecommunications concepts and Telco connectivity.
• Strong understanding of Switching and Routing - Cisco Catalyst/Nexus Switches, SDWAN (Cisco/Aruba Silverpeak).
• Hands-on experience with Cisco ACI, Palo Alto Firewalls, F5 Load balancers, Aruba or Cisco WiFi, VMware NSX is a definite asset for this position.
• Proficient in executing diagnostic techniques with a sound foundation of Network tools which include SevOne, NetBrain, Infoblox, ExtraHop, ThousandEyes.
• Sound second level problem determination and problem source identification skills with regards to the various network technologies utilized within TD globally.
• CCNA certified with minimum of 5 years work experience in Network Operations/Production environment, or CCNP certified with minimum of 3 years work experience in Network Operations/Production environment.
• CCDP and ITIL certifications are a definite asset to this position.
• Be available for rotating 12-hour shift schedule (7 days a week/24 hours a day) i.e. 2 shifts (7am-7pm ET) & (7pm-7am ET). Candidate must be available onsite to do both shifts as per rotation/shift schedule.

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):