IT Operations Analyst Iv

1 month ago

Toronto, Canada TD Bank Full time

408890BR

Technology Solutions

Toronto, ON

May 16, 2023

Company Overview

Department Overview

Information Technology Solutions (“ITS”) is part of the TD Bank Group, one of Canada’s largest financial institutions. ITS designs, delivers and maintains available, adaptable, secure, and cost-effective infrastructure-based technology services to TD and supports the bank’s vision and strategy to be the best-run, most integrated, customer-focused, financial institution in areas where the Bank competes. The Employee Enablement - Enterprise Mobility team within ITS is responsible for delivering mobile device solutions and capabilities in support of Enterprise employees.

**Job Description**:
**Mobility accountabilities**:

- Day to day operations and management of mobile platform and technologies (Samsung S10/21/22, Pixel6&7, iPads, Android and iOS)
- 3rd level support for Movius (voice/SMS recording platform)
- PAT testing for Prod implementations
- Change records to support business, currency, security and ongoing product improvement.
- Support for Corp Android and Corp iPad within UEM/BEMS
- Documentation review and creation for Changes.
- Address p3/p4 Incidents NA/Regionals UEM on daily basis
- Address Escalated Incidents NA/Regionals UEM
- Blue Cedar support
- Intune support business, currency, security and ongoing upkeep
- Mentor and assist device focused staff as required.
- Attend and represent for Change Gating / CAB Gating meetings
- Work with BlackBerry and Microsoft vendors on:

- Ticket/case creation and follow up in relation to support issues encountered as needed
- Assist regional support teams with the following:

- any end user incidents
- advice and consultation on support
- Assist Management with any special requests / mobility initiatives.
- Provide ongoing testing on all hardware for new OS version (iOS and Android OS version updates), new software (ie Blackberry Dynamics) and new hardware standards
- Support a work environment that promotes exceptional customer service, quality and innovation
- Maintain currency of infrastructure components
- Coordination with other support teams as needed
- Participate in the development of the platform roadmap to enhance existing offerings and improve overall end-user experience
- Ensure the consistency and maintainability of existing solutions by creating, maintaining, and enforcing standards
- Assist Mobility Infrastructure team with validations and ad-hoc assistance as needed by Mobility engineering

**M4E accountabilities**:

- Publish new and update deck for users - either custom/internal or public
- Provide technical support for users having errors, managing separate ServiceNow queue
- Assessing new requests for custom-built apps and enabling existing public apps
- Collaborating with Technology teams and control partners to assess solutions, test and release new
apps
- Ensuring the TD Apps platform is kept up-to-date with security certificates working with CDN mobile S/W engineering team
- Reporting on app download volumes and top app usage
Maintaining and evolving self-serve support guides to assist colleagues with typical problems
- Investigating and responding to user problem requests not solved by self-service guides
- Developing a roadmap of New and Updates to existing mobile apps
- Maintaining access groups for Internal and External Testing TD Apps instances
- Assisting with creation of access management and app publishing standards
- Triaging and responding to ad-hoc requests
- Engaging platform vendor support where needed

**Requirements**:
**Must have’s**:

- Ability to repair/rebuild UEM and BEMS servers.
- Excellent troubleshooting skills and Blackberry design knowledge, and ability to participate with design questions.
- Windows 2019 navigation and Windows OS knowledge.

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,

Hours

37.5

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

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