IT Operations Analyst Iv

6 days ago

Toronto, Canada TD Bank Full time

**Work Location**:
Toronto, Ontario, Canada

**Hours**:
37.5

**Line of Business**:
Technology Solutions

**Pay Details**:
$65,600 - $98,400 CAD

We can't afford to be boring. Neither can you. The scale and scope of what TD does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. TD's technology and business teams become more intertwined as new opportunities present themselves. This new era in banking does not equal boring. Not at TD, anyway.

TD IT Application Support covers business segment CIO technology areas or shared services technology functions. These experts interact closely with those within the Infrastructure Technology Solutions space. With a heightened focus on developing, implementing standard support models and processes using industry best practices, this role is responsible for production support, troubleshooting incident and problem management, service transition, IT change management and deployment and release management.

**KEY ACCOUNTABILITIES**
- The IT Support Analyst IV is responsible to deliver the weekly and monthly tLEI (Technology Legendary Experience Index) Report for Executive dashboard. This individual, will partner with multiple L3 Support teams to capture and collect each week's data, check, and calculate impacts on Payments Transaction caused by incidents
- Gain understanding of technical aspects of upcoming change orders and lead Enterprise Payments CAB call to review and approve Payment Change Orders
- Perform controlled incidents reviews by extracting open and reoccurring incidents from Service Now, and participate in monthly L2 and L3 team meetings, assist the closure of problem records by providing in depth analysis using Splunk/Dynatrace logs
- Update security finding remediation plans and address upcoming due dates, have meeting with technology security officer and get approval for updating/closure of findings.
- Partner actively with Payments Application Owners to drive Business Continuity Plan updates and lead tabletop and Call Tree exercises for annual business recovery practice.
- Identify/implement process improvements to minimize manual efforts within day-to-day Resiliency tasks.
- Update Outage Calendar and Payments Release Calendar with upcoming maintenances impacting Payments Rails, and present to executives to get approval.
- Monitor Technology Currency Dashboard for system life cycle and "End of Support" deadlines, ensure that decommissioning requests are processed and complete on time.
- Deliver effective day-to-day support, research system issues and opportunities, recommend changes, and keep accurate documentation.Respect TD's technology delivery practices, standards, project management disciplines

**SHAREHOLDER**
- Monitor system lifecycles, ensuring specifications and functionality support business objectives are met
- 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
- 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)
- Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

**EMPLOYEE / TEAM**
- Work effectively as a team, supporting other support teams 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 unitsIdentify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

**BREADTH & DEPTH**
- Applications/systems are moderate to highly complex and performed under mínimal management supervision
- Performs problem determination including data gathering and analysisGenerally, reports to a Manager or Senior Manager

**EXPERIENCE & EDUCATION**
- Undergraduate degree or Technical Certificate
- 3-5 years relevant experience
- Strength in performing problem determination including data gathering and analysis
- Strength in consulting with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to your own area
- Strong interpersonal communic

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