IT Support Specialist (release Manager)

IT Support Specialist/ Release Manager

Provides expert advice and leads in system/applications planning, performance, availability, integration, operations and/or release/deployment management.

We are looking for an IT Support Specialist/ Release Manager to join Multi Business Technology Program. As the lead Release Manager, you will partner with technology and business teams, as well as vendor to create and manage the end-to-end release plan, and deployment schedule with focus on efficiency, reliability, collision avoidance, and availability of existing environments and services, while supporting delivery teams in meeting their objectives and timelines. You will also define and implement practices for cross-team alignment, collision avoidance, release dependency management, and risk mitigation; and contribute to planning, design, operationalization and readiness deliverables in compliance with enterprise and industry standards.

Specifically, the role will require strong aptitude in the following areas:

• Creating and managing end-to-end release plans for scheduling, planning, and controlling the release and deployment process
• Integrating release management practices into delivery process with objective of offering reliable, repeatable IT services, at appropriate service levels
• Ability to convert the technical expertise to recommendations pertaining to efficiency, reliability, scalability, and security; drive best practices, and engage with planning, evaluating, operationalizing and reporting deliverables. Successful candidate must be able to show they are ready to think and act as an owner, and drive consensus and decisions among stakeholder in pursuit of technical integrity
• Establishing infrastructure for tracking and monitoring all relevant updates and changes, and efficiently converting the information into reporting, recommendations, schedules and decisions
• Providing trusted and reliable communication and reporting with confidence that all information is comprehensive, accurate, and confirmed
• Managing correspondence with clear articulation of impacts
• Providing subject matter expert guidance and advice to Release and Deployment management, as well as other IT Support segments, and participating in development of remediation and collision avoidance strategies
• Identifying and educating on control and communication failures to help prevent issues going forward
• Providing updates to senior leadership on accomplishments and opportunities, as well as insights on organizational trends anchored in unique perspective of the role
• Protecting the interests of organization through identification, management and escalation of risks and dependencies
• Being proficient with IT workflow and collaboration tools, such as Service Now, JIRA and Confluence. Be able to independently create and manage work items in the tools as required
• Being professionally familiar with Agile, Waterfall and hybrid delivery models to understand and align with multiple teams working in different paradigms
• Understanding of the DevOps and continuous delivery principles and practices
• Knowledge Regulatory is preferred, not mandatory

Undergraduate degree or Technical Certificate

Graduate degree, preferred

7+ years relevant experience

Develop and implement standard support model and processes by using industry best practices

Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans

Act as an expert resource providing insight and recommendations based on industry practices and emerging technology trends within application support field

Define, deploy and/or lead systems/applications activities to support clients and applications

Identify, recommend, source, negotiate and implement improvements/solutions (buy/build/reuse) to enhance customer experience, availability, and/or reduce cost in support of client needs

Influence product direction, foresee issues and gaps, identify solutions, and work comfortably with leading edge products that are untested/unproven in the market

Manage complex application deployment in load balanced service-oriented environment

May help test, debug, and performance analyze and document environment components

Troubleshoot initial failures, coordination of resolution efforts and communication with appropriate members

Work with Architects to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements of the project

Collaborate with business leaders, IT professionals, vendors/outsourced partners to assess viability/priority of projects/initiatives and ensure issues are clearly communicated

Lead/contribute to the project management processes conduct pre and post implementation reviews

Integrate technical solutions with the business environment, recognizing systems interdependencies and reusability, and ensuring seamless delivery

Ensure appropriate security levels are established and maintained for processes, information exchange and system implementations

Provide 2nd and 3rd level support for production incidents as required and provide single point of contact for business communications related to production incidents, escalate as required

Drive and manage controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resource)

Work in strategic partnership with development and delivery teams to continually identify and create opportunities to increase application stability of production environment

Review, define, enforce and influence standards and appropriate quality measures/metrics

Ensure systems and operational availability meets or exceeds negotiated service levels, and report results as required

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)

Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

Assist in the development/maintenance of comprehensive processes for prevention of issues and participate in problem determination and timely resolution of incidents

Continuously enhance knowledge/expertise in own area and keep current with emerging industry trends, new technologies and best practices in the external market that can contribute to delivering effective client solutions

Develop/maintain expertise of system development methodologies, key business initiatives/issues, IT implications for systems/technologies and impact on business solutions

Identify opportunities to minimize cost, provide recommendations and/or deliver corresponding strategic solutions to support cost effectiveness

May develop and/or contribute to negotiations of third party contracts/agreements

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

Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of operational support/solutions

Works independently and/or autonomously as a senior/lead on a diverse range of tasks/operational support of solutions and is relied upon to coach/educate others

Assignments are highly complex and multifaceted

May monitor, coach/educate a small team of IT professionals

Acts as a key resource in the exchange of technical information for project teams, the business and/or outside vendors

Generally reports to a Senior Manager or Executive

TD 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 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.

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.

Please be advised that this job opportunity is subject to provincial regulation for employment