IT Operations Analyst I

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

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Job Description

KEY ACCOUNTABILITIES

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 escalate 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
SHAREHOLDER: Deliver and maintain accurate reports and documentation
  • Follow established procedures and standards
  • Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
  • Maintain a secure work environment and ensure adherence to notification and escalation processes
  • Communicate effectively within the team relative to service issues and scheduled changes
  • Recommend improvements and enhancements to internal departmental processes
  • Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
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
Job Requirements

BREADTH & DEPTH: Provides front line customer service support to clients on a broad range of issues Investigates problems beyond own area of knowledge, applying a broad business focus Assesses level of knowledge of caller and translates information when providing assistance Prioritizes and may assign problems and service issues to other team members Co-ordinates problem resolution and the implementation of changes in accordance with established change processes Integrates all sources of information when providing assistance to clients Makes independent decisions within generally defined parameters Generally reports to a Team Manager

EXPERIENCE & EDUCATION: Undergraduate degree or Technical Certificate

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 Operations

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)

London

Work Location

City Centre Tower A - 275 Dundas Street

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