Manager, IT Support

1 week ago

London, Canada The Toronto-Dominion Bank (Canada) Full time

Description

:

R_1358436 Manager, IT Support

Manages or leads a team of IT professionals in providing a range of application support and services ensuring enterprise operating standards are met and business objectives are achieved.

KEY ACCOUNTABILITIES

CUSTOMER

Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans Manage the operations/ support/management of products/systems/ applications/services for a range of clients to support them in meeting business objectives/ goals. Manage key relationships with both delivery teams and partners and hold regular service delivery reviews that promote continuous service improvement Drive and manage a highly effective controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resources) Work with clients to prepare comprehensive IT solutions that meet/ exceed client objectives for new and existing systems / applications Partner with delivery teams to schedule test cycles and deployments in a timely manner Ensure scheduled changes take place with proper testing, monitoring and implementation and with little or no adverse impact to the business Work with technology partners to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements Understand baseline support costs (people, infrastructure, application) and work to drive down the cost of the supported services Oversee the integration of all systems, projects and technical interfaces to ensure a high level of service and support to the client and efficient system operation Lead effort to test, debug, and performance analyze and document environment components May conduct/oversee IT planning with internal clients, prioritize activities and allocate resources consistent with business strategy and objectives Negotiate and document project deliverables, timelines, project charters / costing, roles, responsibilities and critical milestones and communicate project status and provide timely escalation of issues to ensure project objectives are met In partnership with other team members, ensure a close relationship is maintained with clients, in order to keep informed of their business needs and direction Measure the level of service to customers/clients, analyze trends, and determine appropriate actions where applicable Identify vendors/ TD areas able to provide IT related services and partner with clients in developing business cases, RFI / RFP, etc. consistent with business requirements and guidelines Manage day-to-day vendor relationships; ensure timely/accurate communication and resolution of issues Act as an integrator of solutions, provide flexibility, and ensure a good understanding of technology choices by offering and negotiating options with the clients Provide insight, information and recommendations on industry trends and promote/develop IT awareness and technical understanding of business partners / clients Partner closely with core infrastructure teams to provide highly resilient and fully engaged support model that encompasses end to end operational support, including storage, networks, security and computer operations Consistently strive for timely resolution of production issues while meeting business requirements and service level expectations Provide 2nd and 3rd level support for production incidents and provide single point of contact for business communications related to production incidents, escalate as required Provide support for developing the internal metrics reports and establishing and monitoring service delivery and SLAs


SHAREHOLDER

Measure and monitor the level of service, analyze trends, agree on service target levels, and determine appropriate actions May monitor and coordinate operating schedules / priorities for all application related incidents to ensure operations are effectively and efficiently supported and maintained. Ensure operational, reputational, and proprietary risks are minimized and focus on process improvement Ensures operations training materials and documentation are kept up to date and used throughout the team Follow process management discipline for change management of all systems managed Maintain effective dialogue with regulatory bodies and standards organizations Ensure compliance with well-defined enterprise technology delivery practices and standards and project management disciplines Support / develop sound business cases with an on-going focus on reusability, scalability, innovation, and enterprise-wide solutions Establish project teams and ensure agreed deliverables are communicated and delivered within time, budget and quality parameters Ensure all testing, quality assurance and post-implementation reviews are conducted against critical success factors, per the project plan and objectives Continuously improve timeliness of delivery while balancing quality and price of solutions / services offered May manage appropriate recovery of costs to ensure effective cost management within own area and may develop / manage budgets for IT related activities Ensure compliance with IT Disaster Recovery Plan (DRP) and the department’s Business Recovery Plan (BRP) Continuously enhance knowledge/expertise in own area and keep current with industry and/or business trends


EMPLOYEE / TEAM

Responsible for management of the overall team providing both leadership and technical guidance; set targets and objectives for the team, and deliver results Grow team expertise to align with enterprise demand and the Bank's business / technology direction; assess team skills and capabilities and continually look for ways to provide and enhance value delivered Foster an environment / culture that encourages productivity, innovation, process improvement, teamwork and a high level of professionalism Co-ordinate necessary resources to ensure completion by deadlines Provide coaching, development, succession, recruitment, resource management and overall team leadership for team members and provide regular input into team members’ assessment of performance and development plans Prioritize and manage own workload in order to deliver quality results and meet timelines Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team Establish effective relationships across multiple business and technology partners, program and project managers


BREADTH & DEPTH

 Responsible for managing multiple teams and/or projects with increasing degree of complexity and broad scope Works independently and often autonomously in the management of projects, teams and operational disciplines and develops strategic thinking/ planning in the execution of work plans May oversee new releases or projects typically focused on a specific product/system/application of moderate scope and complexity Manages/Leads a group (e.g.,

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