IT Support Analyst III

IT Operations Professional

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.

About this role:

We are looking for someone with diverse skills and some background in this space to carry out a broad range of operational service and support assignments. You'll join others in environment management, maintenance, monitoring, performance and incident management, as well as production support activities. There's meaningful work at every turn!

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:

• Support applications and systems by meeting or exceeding standards and service levels while minimizing operational risk.
• Promptly schedule packaging and new applications releases, engage partners. Plan parallel work streams when possible.
• Partner closely with key stakeholders to improve production environment stability.
• Provide effective, day-to-day applications and systems support: identify, assess, recommend, escalate, resolve, report, document, communicate.
• Provide quality service and solutions consistent with objectives and client requirements.
• Effectively handle incident management for outages.
• Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution.
• Dive into design, review, and integration of all application requirements like functional, security, integration, performance, quality, and operations.
• Identify, address application/data issues, cross-capability and cross-release issues that affect application integrity.
• Provide expertise to other functional areas (technology, trends and processes).
• Join projects aimed at evolving the base infrastructure, deploying new technologies, or optimizing the operational environment.
• Deploy base infrastructure components for all environments.
• May be involved in application deployment ("off the shelf" or in-house) and procurement.
• Follow change management procedures. Ensure proper testing, sign-off, monitoring.
• Monitor system life cycles, ensure specifications and functionality support business objectives and architecture decisions.
• Use meaningful metrics to monitor environment's performance.
• Participate in disaster recovery planning (Define, Review, Test).
• Become a "big believer" in change management discipline.
• Adhere to existing processes and standards, business technology architecture, risk and production capacity guidelines. Plan, monitor and escalate issues as required.
• Share ideas to enhance revenue, customer experience, reduce costs.
• Get involved in business cases, RFI/RFP and service-level agreements.
• Provide afternoon and evening coverage.
• Warm transfer any active incidents to the Singapore team when they are online.

Job requirements:

What can you bring to TD? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:

• Undergraduate Degree or Technical Certificate.
• 2-3 years relevant experience.
• Continuously enhancing knowledge/expertise in business services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery.
• Keep current with industry and/or business trends.
• Comfort level working with vendors.
• Readiness to support installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders, if required.
• Ability to work on low to moderately complex tasks under management guidance and supervision.