Sr. IT Support Analyst/Deployment Lead

Sr. IT Support Analyst/Deployment Lead – TD Lieu De Travail Toronto, Ontario, Canada Horaire 37.5 heures par semaine Secteur D’activité Solutions technologiques Détails De La Rémunération $76 800 - $115 200 CAD La TD a à cœur d’offrir une rémunération juste et équitable à tous les collègues. Les occasions de croissance et le perfectionnement des compétences sont des caractéristiques essentielles de l’expérience collégiale à la TD. Nos politiques et pratiques en matière de rémunération ont été conçues pour permettre aux collégiés de progresser dans l’échelle salariale au fil du temps, à mesure qu’ils s’améliorent dans leurs fonctions. Le salaire de base offert peut varier en fonction des compétences, de l’expérience, etc. TD IT Application Support Ces experts interagissent étroitement avec les technologies Infrastructure Legacy. A 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 deployment management. Job Description About This Role We are looking for a Deployment Lead to join the Enterprise Release Management team. The role will enable future product/service development, scalability, and innovation. As the Deployment Lead, you will partner with technology and business teams, as well as vendor to create and manage the end-to-end scope for project deployments in the Pat and Prod environments. The ideal candidate will focus on efficiency and reliability whilst supporting delivery teams in meeting their objectives and timelines. You will also be responsible for the change process to ensure that you are adhering to enterprise and industry standards at TD. Responsibilities Creating and managing end-to-end deployment plans for scheduling, planning, and controlling the deployment process Integrating deployment management practices into delivery process with objective of offering reliable, repeatable IT services, at appropriate service levels Ability to convert the technical expertise to recommendations pertaining to efficiency, reliability, scalability, and security; drive best practices, and engage with planning, evaluating, operationalizing, and reporting deliverables. Establishing infrastructure for tracking and monitoring all relevant updates and changes, and efficiently converting the information into reporting, recommendations, schedules and decisions Providing trusted and reliable communication and reporting with confidence that all information is comprehensive, accurate, and confirmed Managing correspondence with clear articulation of impacts Providing subject matter expert guidance and advice to the IT Support segments, and participating in development of remediation and collision avoidance strategies Identifying and educating on control and communication failures to help prevent issues going forward Providing updates to senior leadership on accomplishments and opportunities Protecting the interests of organization through identification, management and escalation of risks and dependencies Being proficient with IT workflow and collaboration tools, such as Service Now, JIRA and Confluence. Be able to independently create and manage work items in the tools as required Being professionally familiar with Agile, Waterfall and hybrid delivery models to understand and align with multiple teams working in different paradigms Understanding of the DevOps and continuous delivery principles and practices Job Requirements Bachelor’s degree in Computer Science or related field 5+ years of previous deployment, ITS or IT project management experience, (Formal training and solid understanding of project management principles preferred) 8-10 years of experience in information systems operations environment in service management, systems analysis, or development Advanced knowledge of software development and service management lifecycles Demonstrated ability to coordinate cross-functional work teams toward task completion Demonstrated effective leadership and analytical skills Well-developed executive communication skills (both written and verbal) Highly proficient in development of resolutions, plans and strategies for operational advancement. Sound management techniques, experience in problem resolution and development of strategies for operational improvement. Drive to enhance your knowledge and expertise by staying abreast of industry and business trends. Department Overview This position is part of the Enterprise Deployment Management and Governance group, with responsibilities to directly contribute to environment and platform stability through alignment to Bank's IT Policy, while simultaneously enabling Business and Technology to achieve mutual goals in safe, compliant, and efficient manner. The team achieves this through Change Management, Data Integrity, IT Support, Deployment and Deployment Management, and Reporting and Analytics working in tandem. Key Accountabilities Customer Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate 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 Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible 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, 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 Design, review, and integrate 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 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 May develop a working relationship with 3rd party vendors as required to fulfill support requirements Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria Develop understanding of technical aspects of project / break-fix development related to the application and provide advice/guidance to Developers and Solution Designers Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system 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 Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalated 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 Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution Leads the support of highly complex and/or comprehensive applications/systems and/or business lines Identifies root causes and implements targeted and controlled remediation plans May administer business applications in coordination with appropriate stakeholders Reviews, participates and implements procedures Researches industry standards, best practices and new innovations in technology and makes recommendations Generally reports to a Manager or Senior Manager À propos de nous La TD est un chef de file mondial dans le secteur des institutions financières. Elle représente la cinquième banque en Amérique du Nord par son nombre de succursales. Chaque jour, nous offrons une expérience client légendaire à plus de 27 millions de ménages et d’entreprises au Canada, aux États-Unis et partout dans le monde. Notre programme de rémunération globale Notre programme de rémunération globale reflète les investissements que nous faisons pour aider nos collègues et leur famille à atteindre leurs objectifs en matière de bien‑être mental, physique et financier. La rémunération globale à la TD inclut le salaire de base, la rémunération variable et bien d’autres régimes clés, comme des avantages sociaux en matière de santé et de bien‑être, des régimes d’épargne et de retraite, des congés payés, des avantages bancaires et des rabais, des occasions de développement de carrière et des programmes de récompenses et reconnaissance. Renseignements Supplémentaires Nous sommes ravis que vous envisagiez une carrière à la TD. Sachez que nous avons à cœur d’aider nos collègues à réussir dans leur vie tant personnelle que professionnelle. C’est d’ailleurs pourquoi nous leur offrons des conversations sur le perfectionnement, des programmes de formation et un régime d’avantages sociaux concurrentiel. Perfectionnement des collègues Un cheminement professionnel particulier vous intéresse ou vous cherchez à acquérir certaines compétences? Nous tenons à vous mettre sur la voie de la réussite. Vous aurez des conversations régulières sur le développement de carrière, le perfectionnement et le rendement avec votre gestionnaire. Formation et intégration Nous tenons à nous assurer que vous disposez des outils et ressources nécessaires pour réussir à votre nouveau poste. Dans cette optique, nous organiserons des séances d’intégration et de formation. Processus d’entrevue Nous communiquerons avec les candidats sélectionnés pour planifier une entrevue. Nous ferons notre possible pour communiquer par courriel ou par téléphone avec tous les candidats pour leur faire part de notre décision. Mesures d’adaptation L’accessibilité est importante pour nous. N’hésitez pas à nous faire part de toute mesure d’adaptation (salles de réunion accessibles, sous‑titres pour les entrevues virtuelles, etc.) dont vous pourriez avoir besoin pour participer sans entraves au processus d’entrevue. Exigences Linguistiques (Québec Seulement) Sans Objet #J-18808-Ljbffr