IT Support Specialist

TD Bank - Toronto, ON (30+ days ago)

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Department Overview

Job Description Summary

Provides expert advice and leads in system / applications planning, performance, availability, integration, operations and/or release / deployment management.

Job Description Summary

Provides expert advice and leads in system / applications planning, performance, availability, integration, operations and/or release / deployment management.

Job Description

CUSTOMER: Develop and implement standard support model and processes by using industry best practices
  • Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans
  • Act as an expert resource providing insight and recommendations based on industry practices and emerging technology trends within application support field
  • Define, deploy and/or lead systems / applications activities to support clients and applications
  • Identify, recommend, source, negotiate and implement improvements/solutions (buy/build/reuse) to enhance customer experience, availability, and/or reduce cost in support of client needs
  • Influence product direction, foresee issues and gaps, identify solutions, and work comfortably with leading edge products that are untested/ unproven in the market
  • Manage complex application deployment in load balanced service-oriented environment
  • May help test, debug, and performance analyze and document environment components
  • Troubleshoot initial failures, coordination of resolution efforts and communication with appropriate members
  • Work with Architects to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements of the project
  • Collaborate with business leaders, IT professionals, vendors / outsourced partners to assess viability/priority of projects/initiatives and ensure issues are clearly communicated
  • Lead / contribute to the project management processes conduct pre and post implementation reviews
  • Integrate technical solutions with the business environment, recognizing systems interdependencies and reusability, and ensuring seamless delivery
  • Ensure appropriate security levels are established and maintained for processes, information exchange and system implementations
  • Provide 2nd and 3rd level support for production incidents as required and provide single point of contact for business communications related to production incidents, escalate as required
  • Drive and manage controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resource)
  • Work in strategic partnership with development and delivery teams to continually identify and create opportunities to increase application stability of production environment
Job Requirements

SHAREHOLDER: Review, define, enforce and influence standards and appropriate quality measures/metrics
  • Ensure systems and operational availability meets or exceeds negotiated service levels, and report results as required
  • 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)
  • Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
  • Assist in the development/maintenance of comprehensive processes for prevention of issues and participate in problem determination and timely resolution of incidents
  • Continuously enhance knowledge/expertise in own area and keep current with emerging industry trends, new technologies and best practices in the external market that can contribute to delivering effective client solutions
  • Develop/maintain expertise of system development methodologies, key business initiatives/issues, IT implications for systems/technologies and impact on business solutions
  • Identify opportunities to minimize cost, provide recommendations and/or deliver corresponding strategic solutions to support cost effectiveness
  • May develop and/or contribute to negotiations of third party contracts/agreements
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: Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of operational support / solutions Works independently and/or autonomously as a senior/ lead on a diverse range of tasks / operational support of solutions and is relied upon to coach/ educate others Assignments are highly complex and multifaceted May monitor, coach/ educate a small team of IT professionals Acts as a key resource in the exchange of technical information for project teams, the business and/or outside vendors Generally reports to a Senior Manager or Executive

Additional Information

EXPERIENCE & EDUCATION:
  • Undergraduate degree or technical certificate
  • Graduate degree, preferred 7+ years relevant experience
This position will be an operations technical lead for the IA (Innovative Automation) Support and Operation functions, this includes the creation and maturation of proper Day 2 platform support of process automations on the Corporate Hub. Responsibilities include overall platform management and support across the IA platform. Focus areas that this specialist leads, include overall operational health, change management, Cost estimation, mentoring and audit remediation and currency of the shared service.

Specific Educational and Professional Experience Requirements:

At least 5 years' experience in successfully managing large operations portfolio
Previous Digitization & Automation experience with a sound knowledge of TD platforms is a definite asset
IA/RPA (BluePrism) experience, Automation Development or Support
ITS (Infrastructure Technology) experience is an asset

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Job Family

IT Application Support

Job Category - Primary

Technology Solutions

Job Category(s)

Technology Solutions

Hours

37.5

Business Line

Corporate

Time Type

Full Time

Employment Type

Regular

Country

Canada

**Province/State (Primary)

Ontario

City (Primary)

Toronto

Work Location

TD Centre - South - 79 Wellington Street West

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