Cloud Support Specialist

Cloud Support Specialist

The Cloud Operations team, under Cloud Platform, provides escalated production technical support for all of TD Bank (TDBFG) Private Cloud managed technologies; is accountable for day to day technology routines/maintenance in support of enhanced availability of TDBG services. We are creating new opportunities to continue to support our Private Clouds, Cloud Service Layers and Automation Factory.

The Cloud Support Specialist will be responsible for providing operational support for Platforms and Infrastructure hosted on TD's cloud services. This includes Private Clouds, Cloud Service Layers and Vendor Management. The role requires familiarity with ITIL processes (change, incident, and problem) and availability for off-hours escalated support. The successful candidate must operate professionally and transparently within the ITS organization, as well as with other divisions within TD.

The Cloud Support Specialist will be responsible for Development to Production Cloud IaaS support and processes. This in order to ensure quality, performance and availability of our hosted services. This feeds into one of TD's strategic objectives to deliver continued, secure and highly available systems to TDBG customers and clients. The successful candidate must have demonstrated ability to learn new technologies and processes, resolve incidents and solving problems by collaborating with others. As strong technical team member, the candidate provides guidance and support for TD Bank Private Clouds, Cloud Service Layer and VMWare Cloud technology. Additionally, the Support team is empowered to collaborate within Engineering, Architecture, IT Audit, and Technology Solutions partners to deliver continuous improvements. The end result will advance and integrate with the existing Cloud Infrastructure support model to produce an ITIL compliant ecosystem that minimizes human interactions in support of true cloud solutions.

Resolving tickets:

• Provide planning, communication, and reporting of day-to-day ticket metrics and longer term tactical objectives
• Level 2 support of TD business line Cloud infrastructure including IaaS/Containers across all production and test environments.
• Manage non-standard/complex P1, P2 (Major Incidents), and P3 and P4 incidents and service requests
• Ensure customer service satisfaction and enable continuous improvements
• Oversee higher complexity operational and preventive maintenance tasks
• Manage complex remedial and unscheduled urgent changes
• Able to be accessible via a mobile device to support on-call escalations.

Re-occurring responsibilities:

• Drive root cause analysis on repeatable incidents to help prevent issues in the future
• Creation of support documentation and scripts
• Oversee vendor's service delivery and escalation
• Provide operational consultancy for future-state technologies
• Support change management process
• Prioritize activities to align with compliance, regulatory requirements and business objectives.
• Keep informed of technology solutions initiatives and IT direction across TDBFG in order to provide strong support to the businesses

Qualifications / Skills / Experience:

Qualifications include good communication (both written and oral) and interpersonal skills. Candidate must be organized, self motivated, as well as a team player and be able to participate in the knowledge transfer of information with peers and management.

Technical skills include:

• Primary Skills Required:
• OS – RHEL/Windows
• Python-Powershell-Bash (Developer mindset)
• CI/CD/Pipeline Technologies – Terraform / Jenkins / XLR / VRA
• ITIL processes (change, incident, and problem)
• Comfortable with Agile methodology
• Thorough problem determination skills to troubleshoot issues
• Secondary Skills (Nice to haves):
• Openstack Technologies
• VMWare Cloud Technologies
• DEVOPS Thought Process – Code mindset – automate everything
• Rundeck
• HashiCorp Vault
• Understanding of config management technologies such as Salt / Ansible