IT Operations Analyst Ii - Toronto, Canada - TD Bank

TD Bank
TD Bank
Verified Company
Toronto, Canada

1 week ago

Sophia Lee

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Sophia Lee

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Description
401021BR

Technology Solutions

Toronto, ON

March 2, 2023

Company Overview

Department Overview


Building a World-Class, Diverse and Inclusive Technology Team at TD
We can't afford to be boring. Neither can you. The scale and scope of what TD does may surprise you.

The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology.

TD's technology and business teams become more intertwined as new opportunities present themselves. This new era in banking does not equal boring. Not at TD, anyway.


TD IT Operations is home to a team of highly-valued professionals recognized for both their customer-service mindsets and dedication to seamless 24-7 running of our infrastructure technologies. They also manage what we call the implementation and delivery life cycle for IT components across the various technology groups. Component installation, maintenance and decommissioning, operational or help desk support, system performance, capacity and availability monitoring, migration, emerging technology assessment, implementation, release management and deployment support - you name it.

There's room to grow in all of it.


Job Description:


About This Role
We are looking for someone to work directly with customers and clients to provide first-level, technology-based support. You will share in our commitment to analyze and resolve emerging issues within an established time frame. Think career growth potential

Meaningful work is fueled by meaningful performance and career development conversations with your manager.


Here's some of what you may be asked to perform:


  • Provide courteous, efficient, and professional customer service and valuable guidance to more junior members to ensure more complex inquiries, problems and issues are resolved promptly and effectively under all conditions.
  • Assign service issues to the appropriate frontline team member.
  • Stickhandle all activities involved in problem resolution.
  • Ensure change activities are performed on time, at mínimal business risk.
  • Identify, resolve, escalate and communicate service delivery issues and/or complaints.
  • M
aintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem investigation, determination and recovery.

  • Provide seamless activity and process integration, recognizing system interdependencies.
  • Act as an information "goto" for colleagues, business partners, clients/customers.


  • D
eliver, maintain accurate documentation.

  • Follow standards, policies and procedures, comply with disaster and business recovery plans.
  • M
aintain a secure work environment, adhere to notification and escalation processes.

  • Recommend internal, departmental process improvements.
  • Respect TD's technology delivery practices, standards, project management disciplines.

Requirements:


Host Mainframe Operations Brief description:

Host Operations provides frontline support and monitoring of the Bank's mainframe environment.

The primary focus of the team is surveillance of the banking environment, as well as reacting to any/all anomalies that are presented through a variety of monitoring tools:
System Automation, IBM personal communications, Service Desk Manager, Omegamons, Automated Workflow, SharePoint, TotalView, and xMatters.

Host Operations monitors and supports the Information Management System (IMS), Customer Information Control System (CICS), as well as the physical Direct Access Storage Devices (DASDs) and Automated Tape Libraries (ATLs).


Incident Management

  • Handle Incident Management for outages effectively, communicate with clients during service outages and ensure the outages are resolved efficiently with mínimal impact to stakeholders
  • Ensure timely notification and escalation of possible or occurring issues / problems, provide options and recommendations for prompt resolution
  • Resolution of customer / client requests

Change Management

  • Provide effective Change Management discipline, ensuring stability to the Production environment
  • Perform testing according to test plans, monitor and report on results, as well as work with others on problem resolution
  • The department is 24/7/365, operating 12hr shifts on rotating basis.
This position will require you to be onsite at our SOC Datacentre (740 Progress Avenue, M1H 2X3, Scarborough, Ontario).


Here is the rotation.

  • Week
  • M
on
  • Tues
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun 1

    • D


    • D


    • D


    • D
     2
    • M
    • M
    • M
    • M
    • M
    3

    • D


    • D


    • D
     4

    • D


    • D
     5
    • M
    • M
    • M
    • M
    6

    • D


    • D


    • D


    • D


    • D
     7
    • M
    • M
    • M
    8
    • M
    • M
    • Legend:


    • D


    • D
    ays
    • 7am-7pm
    • M
    • Nights
    • 7pm-7amAdditional Information

    Join in on what others in TD Technology Solutions are doing:

    • Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.
    • Learn voraciously, stretch your thinking,
    Hours

    37.5

    Inclusiveness

    At TD, we are committed to fostering an inclusive, accessible e
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