Sr. IT Support Analyst

Work Location Toronto, Ontario, Canada

Hours 37.5

Line Of Business Technology Solutions

Pay Details $81,600 - $115,200 CAD TD 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 Successful candidate will be required to be on on-call rotation.

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 use

Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalations 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 co-ordination 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

Experience & Education

Undergraduate degree or Technical Certificate

5-7 years relevant experience

SAS programming language knowledge is mandatory

Mainframe platform knowledge (ie. JCL, AWF Scheduling, Endevor)

Overall Rahona/Cloud knowledge

Experience running ETL jobs

Databricks experience

Azure Data Factory

Microsoft SQL Server Management Studio

Visual Studio Code

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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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 We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home. Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperat...