IT Operations Analyst IV

Work Location:

London, United Kingdom

Hours:

35

Line of Business:

Technology Solutions

Pay Details:

We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

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

• 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 support the installation, configuration, upgrade of business applications/systems 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

Who We Are

TD Securities 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 investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary and several other key plans such as health and well-being benefits, including medical coverage, paid time off, career development, and reward and recognition programs.

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.
 
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 

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.