Sr. IT Ops Analyst

Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Technology Solutions

Pay Details:
$76,800 - $115,200 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.

Job Description:

TD IT Operations is home to a team of highly valued professionals recognized for both their customer-service mindsets and dedication to seamless 24-7 running of our infrastructure technologies. They also manage what we call the implementation and delivery life cycle for IT components across the various technology groups. Component installation, maintenance and decommissioning, operational or help desk support, system performance, capacity and availability monitoring, migration, emerging technology assessment, implementation, release management and deployment support - you name it.

About This Role

We are looking for someone who will act as a Senior Analyst who can provide advice on operational system, applications planning, performance, availability, integration, support, and release/deployment management. Understanding of TD's executive reporting requirements and exhibiting an analytical mindset is an asset. Excellent verbal and writing skills area critical to this role. Understanding how ServiceNow functions is critical, and Power BI skills are an asset.

Meaningful work is fueled by meaningful performance and career development conversations with your manager. Here's some of what you may be asked to perform:

• Effectively and efficiently communicate facts, findings, actions, and details critical to managing Problems in the Enterprise

• Effectively and efficiently measure, monitor, and report all aspects of service availability

• Consistently display the ability to organize assignments and stay focused on critical deliverables

• Regularly maintain current quality data in ServiceNow

• Relationship engagement between Infrastructure Technology Services (ITS) and line of business (LOB) partners

• Communicate stability action plans and risk mitigation leveraging ITS policies and processes

• Promote change in support of availability and customer experience improvement

• Leverage Technology Solutions (TS) / LOB relationships to ensure engagement and adaptation of ITS processes

• Identify and drive continuous improvement opportunities to remove risk from the Enterprise

• Contribute to Executive reporting and distribution to our stakeholders and business partners

• Validate incident urgency, response, recovery efforts and communicate root cause and permanent fix solutions after major incidents occur

• Communicate and promote the ITS Objectives to all stakeholders

Job Requirements:

What can you bring to TD? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:

• Undergraduate Degree or Technical Certificate

• Graduate Degree preferred

• Minimum 5 years working experience with high visibility applications and/or IT infrastructure - technical or Service delivery

• Sound knowledge of ITSM Service Now tool

• Sound knowledge of Microsoft applications (Excel, PowerPoint, Word)

• Knowledge of Teamsite application would be an asset

• High level understanding of large-scale IT environment. (including multiple legacy environments, distributed environments, Cloud, and data networks spanning North America)

• ITIL Essentials Certificate - Demonstrated sound understanding of Incident, Change, and Problem Management methodologies as well as solid experience in a large Production environment.

• Collaborative: formulate continuous improvement strategy and assemble the resources necessary to deliver against plans.

• Facilitate and communicate well to manage internal and external relationships to ensure seamless delivery service to the business. Proven track record of effective IT specific communication to executives or customers

• Strong Relationship Management: ability to apply proven business-focus and Service Management best practices to deliver infrastructure technology as a "service" recognizing the service in terms of availability and customer experience, time to market and cost effectiveness.

• Expert problem determination skills to drive quick and efficient resolution of conflict

• Excellent communication skills for written and verbal content

• Working experience with SLA/SLO or vender management

• Excellent Presentation skills - Quick, effective, and efficient delivery of Problem Management content to business partners

• An analytical mindset with the ability to identify and explain desired outcomes

• Experience in a High-pressure fast-moving environment

Responsibilities:

• Daily/weekly review of P1,2,3/ High visibility incidents

• Contribute to Monthly LOB stake holder meetings, reporting and communications.

• Ensure problem record are updating with accurate information in a timely manner.

• Identify when escalations are required

• Identify vendor's service delivery and escalation

• Facilitation and coordination efforts during root cause identification

• Contribute to the overall improvement for the problem process to ensure alignment with future-state technologies and strategies

• Ensure data quality for various regular and ad-hoc reports

Additional Information:

Join in on what others in TD Technology Solutions are doing:

• Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business

• Learn voraciously, stretch your thinking, share your knowledge and educate others

• Communicate and collaborate with both technical and non-technical professionals

• Cultivate winning relationships by building trust with business and technology partners.

• Share our commitment to productivity, effectiveness and operational efficiency.

• Embrace change and witness amazing things happen - from the inside.

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