Network Operations Analyst IV

Work Location:

Hours:

Line of Business:

Pay Details:

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 candidates 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:

Department Overview

Operations Support Group (Network Operations) is a 7/24 Service Availability (Dual Site Coverage) department responsible for providing frontline support of TDs network environment. The primary focus of the team is reacting to any/all anomalies that are presented through a variety of monitoring tools for the Banks mission critical network. We are looking for self-motivated and focused individuals who enjoy a fast-paced environment requiring attention to detail.

Schedule

Rotating 12-hour shift schedule (7 days a week/24 hours a day) i.e. 2 shifts (7am-7pm ET) & (7pm-7am ET). Candidate must be available onsite to do both shifts as per rotation/shift schedule.

Work Location

740 Progress Ave Scarborough Ontario M1H 2X3

Job Description/Accountabilities

An IT Operations Analyst IV within Network Operations Support Group is responsible for providing senior level support of the TD Bank Group network infrastructure. This includes BRP capabilities incident management and support of all components associated with these environments. Areas of support include the LAN MAN WAN RLAN Wireless Firewall Load balancer and Optical solutions.

Accountabilities will include but not limited to following:

• Manage day to day deliverables during the shift under the overall direction of the NOC Shift Leader. The primary accountability of this position is to ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations to the Shift Lead/Manager positions as needed. Engage other teams or escalate to L2/L3 teams as necessary. Smooth takeover of work as well as well documented and smooth hand over is part of the accountability.
• Provide strong technical support while ensuring that NOC processes and procedures are followed properly by the team that they are the part of. This includes proper use of automation following proper remediation procedures high quality ticket and vendor issue updates handover documentation etc.
• Collaborate strongly with the Shift leader to manage the queue work intake as well as delivery.
• Engage in high priority incidents (P2s) or incident calls and provide support.
• Engage with wider operational teams like EES/OCG and other support areas on an ongoing basis.
• Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Shift Leader.
• Support the incident change and problem management processes.
• Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services.
• Help develop team members provide effective feedback and recognition when needed
• Help assess training needs process gaps and improvement suggestions automation opportunities and effectively communicate upwards to the Shift leader and Manager as required
• Assess impact and potential impact/risk and report to the shift leader/Manager very promptly when significant issues occur
• Escalations with internal TD teams and 3rd party vendors.
• Manage chronic repeat and aging incidents with proper internal/external escalations.
• Create MoPs and how-to docs for better support and training of new and junior team members. Also peer review such documentation created by other team members and provide suggestions for improvement.
• Explore new automation opportunities for any repeated tasks to reduce human touch.
• Report on any challenges with internal processes gaps or any challenges with vendors and telcos.
• Other duties as required.

Other Qualifications / Skills / Experience

The successful candidate must possess the following:

• Strong team player self-motivated highly organized and able to multi-task in a fast paced dynamic environment.
• Strong communication skills both verbal and written are essential in order to interact with support groups clients and vendors.
• Experience and a sound understanding of network environments (TCP/IP Cisco & Aruba routers/switches Arista switches Firewall Load Balancers WiFi) including an excellent understanding of telecommunications concepts and Telco connectivity.
• Strong understanding of Switching and Routing - Cisco Catalyst/Nexus Switches SDWAN (Cisco/Aruba Silverpeak).
• Hands-on experience with Cisco ACI Palo Alto Firewalls F5 Load balancers Aruba or Cisco WiFi VMware NSX is a definite asset for this position.
• Proficient in executing diagnostic techniques with a sound foundation of Network tools which include SevOne NetBrain Infoblox ExtraHop ThousandEyes.
• Sound second level problem determination and problem source identification skills with regards to the various network technologies utilized within TD globally.

Specific Educational Requirements / Accreditations

• Technology Degree/Diploma or equivalent work experience.
• CCNA certified with minimum of 5 years work experience in Network Operations/Production environment or
• CCNP certified with minimum of 3 years work experience in Network Operations/Production environment.
• CCDP and ITIL certifications are a definite asset to this position.

Who We Are:

TD is one of the worlds 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 95000 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:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were 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 youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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 youre 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.

Were 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 youve got everything you need to succeed in your new role.

Interview Process
Well 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 youd 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):