IT Operations Analyst II

File transmission across TCP / FTP / NDM / Tibco platforms Work Location Toronto, Ontario, Canada Hours 37.5 Line Of Business Technology Solutions Pay Details $52,700 - $74,400 CADTD 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 Batch Operations is a 7/24/365 Service Availability (Multi‑Site Coverage) department responsible for providing front line support and monitoring of the bank’s critical batch environment. Canadian and US critical application batch and file transmission processing. In this role you would be responsible for monitoring TD banks production batch and file transfers, providing incident and management as well monitoring SLA/SLO’s. You would be working on the mainframe with distributed systems, using tools such as CA7, TSO, Autosys, Idash, Tibco MFT, ServiceNow and others. Batch Operations provides front line support and monitoring of the bank’s critical batch environment. The primary focus of the team is monitoring / surveillance / L1 support of the following platforms: US mainframe batch processing, CDN mainframe batch processing, CDN / US distributed batch processing across CA7 and Autosys, file transmission across TCP / FTP / NDM / Tibco platforms, 12hr shifts on rotation basis (including holidays), rotating shift hours are 7am to 7pm, and 7pm to 7am. Incident Management Effectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholders Ensure timely notification and escalation of possible or occurring issues/problems, options and recommendations for prompt resolution Resolution of customer / client requests Change Management Provide effective change management discipline, ensuring stability to the production environment May perform testing according to test plans, monitor and report on results, and work with others on problem resolution Support the installation, configuration, upgrade of business applications/systems in coordination with appropriate stakeholders Customer Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions Ensure change activities are performed on time, minimizing risk to the service/business environment Monitor resources to ensure availability associated with business applications and technology Identify, resolve, or escalation service delivery issues and/or complaints Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery Maintain proficient knowledge of technology components, applications, clients/customers and business services Prioritize activities to ensure time invested is appropriate to the availability impact Provide seamless integration of activities and processes, recognizing system interdependencies Act as an information source to colleagues, business partners and clients/customers Ensure prompt and timely updates to service issues, and follow through on outstanding problems Breadth & Depth Provides customer service support to clients or guidance to more junior team members on a broad range of complex or escalated issues Prioritizes and assigns problems and service issues to the front line team appropriate to level of service impacted Co‑ordinates problem resolution and the implementation of all changes and enhancements, ensuring adherence to change processes Verifies the quality of problem resolution, changes and enhancements, and monitors trends May provide basic research, maintenance, administration and/or support of systems/applications Generally reports to a Team Manager or Manager Experience & Education Undergraduate degree or Technical Certificate 1-2 years relevant experience 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. ... 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 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. Language Requirement (Quebec Only) Sans Objet #J-18808-Ljbffr