IT Operations Analyst III

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:

The TD Breakroom offers:

A single point of contact for onsite technical support and general queries (including hardware software e-Messaging mobile devices education on TD technology processes) to TD Bank Group employees in all lines of business.

This business operates 100% onsite Mon-Fri covering 7:30am-6:00pm (on rotational shifts) in a team-oriented environment of around 30 front line support representatives across multiple locations in Canada and US. Working in collaboration with support teams the business relies on The Breakroom employees vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first visit resolution rates.

Job Description / Accountabilities:

The primary accountability of this position is to provide first level technical support. Key responsibilities include:

• Provide onsite support to TD employees and contractors for technical issues involving (but not limited to); applications and software as well as TD provided devices and hardware.

• Ensure a high level of service delivery in accordance with TD Framework and policies.

• Educate end users on hardware software and access request processes.

• Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.

• Ability to troubleshoot diagnose hardware issues and perform repairs on various types of laptops and desktops.

• Identify trends and opportunities for improvement as well as provide ongoing feedback.

• Identify and escalate wide-impact or potential wide-impacting issues/outages.

Team members receive in-depth training and shadowing and are measured by in-person evaluation colleague interaction first contact resolution support proficiency and ticketing quality.

Qualifications / Skills / Experience:

• Excellent written and oral communication skills.

• Ability to work flexible schedules based on business forecast requirements (which are subject to change).

• Above average computing and navigational skills.

• Exceptional customer service skills.

• Experience with ticketing systems is an asset.

• A team player who collaborates effectively with peers and other teams.

• Good knowledge of Microsoft 0365 products (Outlook Word Excel OneNote and PowerPoint).

• CompTIA A certification.

• Undergraduate degree or Technical Certificate

• 2-3 years relevant experience

• Must be Bilingual in English and French

Technical/Troubleshooting ability:

A technical support background or related education including experience with some or all of the following: Windows 10 11 Edge/Chrome/Firefox/Safari MAC VOIP Active Directory Citrix/Remote Access Blackberry BYOD Azure Office for Mobile All Microsoft office products MS Teams and Webex SCCM variety of telephony devices and a good understanding of networking and Wi-Fi support. Experience with iPhone/iPad and Android devices.

KEY ACCOUNTABILITIES

CUSTOMER

• 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
• Effectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholders
• 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 hardware 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
• May support the design review and integration of 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
• Participate in projects aimed at evolving the base infrastructure deploying new technologies or optimizing the operational environment
• May deploy base infrastructure components such as servers operating systems and middleware for all environments
• May be involved in the deployment of applications either off the shelf or in-house developed and in the procurement of supported assets
• May maintain base infrastructure components current and defect free and liaise with 3rd party vendor to report problems and receive fixes
• Provide technical support including on-call support for a suite of designated hardware software or applications to ensure service levels are maintained
• 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
• Respond to requests for information and assist project teams in evaluating alternate approaches
• May develop a working relationship with 3rd party vendors as required to fulfill support requirements

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 used
• Assist in the maintenance of secure computing facilities and technical infrastructure/architecture to support clients and applications as appropriate
• 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
• 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

• Provides day-to-day application/system support
• Applications/systems and tasks are low to moderately complex and performed under management guidance and supervision
• Participates in resolving client applications/system issues
• May support the installation configuration upgrade of business applications/systems in co-ordination with appropriate stakeholders
• Participates and contributes to change control capacity planning and security
• Performs basic problem determination
• Generally reports to a Team Manager / Manager / Senior Manager

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 deliver legendary customer experiences to 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 the Bank those we serve and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers communities and colleagues.

TD is deeply committed to being a leader in customer experience that is why we believe that all colleagues no matter where they work are customer facing. As we build our business and deliver on our strategy we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether youve got years of banking experience or are just starting your career in financial services we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs were here to support you towards your goals. As an organization we keep growing and so will you.

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. Whether you have a passion for helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.

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):