IT Support Analyst IV

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$69,700 - $98,400 CAD

This role is eligible for a discretionary variable compensation award that considers business and individual performance.

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:

Provides a broad range of systems / application support, research and analysis, administration, performance availability monitoring and management for own area.

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 

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 escalate 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

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

• Performs work on all aspects of the application/system support
• May act as a reference for team members or clients
• Applications/systems are moderate to highly complex and performed under minimal management supervision
• Actively involved in resolving client applications issues
• May configure, upgrade, administer business applications in co-ordination with appropriate stakeholders
• May develop scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment
• Performs problem determination including data gathering and analysis
• Generally reports to a Manager or Senior Manager

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate
• 3-5 years relevant experience
• 3+ years of experience in Production Support, Application Support, Operations Support, or IT Support roles.
• Strong troubleshooting and analytical skills in complex production environments.
• Experience with ServiceNow, incident management, and operational support processes.
• Understanding of ITIL practices including Incident, Problem, Change, and Knowledge Management.
• Experience supporting mission-critical business applications.
• Strong communication skills with the ability to engage technical and business stakeholders during incidents.

Preferred Qualifications

• Experience supporting Azure Cloud services.
• Experience with Databricks, data platforms, ETL processing, or enterprise analytics environments.
• Knowledge of SQL, PowerShell, scripting, or automation tools.
• Understanding of monitoring platforms such as Dynatrace, Datadog, AppDynamics, Splunk, or similar solutions.
• Experience supporting financial services or highly regulated environments.
• ITIL Foundation certification preferred.

Technical Skills

• Azure Platform Services
• Databricks
• SQL / Database Troubleshooting
• ServiceNow
• Microsoft 365
• DevOps and Release Management Concepts

Success Metrics

• Incident resolution within SLA targets
• Reduction in recurring production issues
• Improved platform availability and reliability
• Successful completion of operational readiness and audit requirements
• Increased automation and operational efficiency
• Strong stakeholder and partner satisfaction

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 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.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet