IT Operations Analyst IV

1 month ago

Barrie, Ontario, Canada The Toronto-Dominion Bank (Canada) Full time
Job Description

The Toronto-Dominion Bank (Canada) is seeking a highly skilled IT Operations Analyst IV to join our Network Operations Support Group. As a key member of our team, you will be responsible for providing senior-level support of the TD Bank Group network infrastructure.

Key Responsibilities
  • Manage day-to-day deliverables during the shift, under the overall direction of the NOC Shift Leader.
  • Provide strong technical support while ensuring that NOC processes and procedures are followed properly by the team.
  • 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.
Requirements
  • 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/Viptela/Aruba Silverpeak), DMVPN.
  • 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 monitoring tools which include Tivoli ITNM, SevOne, VitalQIP, ExtraHop, ThousandEyes.
  • Sound second-level problem determination and problem source identification skills with regards to the various network technologies utilized within TD globally.
Education
  • Technology Degree/Diploma or equivalent work experience.
  • 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.

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