IT Support Specialist (technical Lead)

IT Support Specialist

Work Location: Toronto, Ontario, Canada

Hours: 37.5

Line of Business: Technology Solutions

Pay Details: $96,900 - $136,800 CAD. This role is eligible for a discretionary variable compensation award that considers business and individual performance.

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

IT Support Specialist is a hands-on technical leader, leveraging deep expertise in vendor platforms like IBM OpenPages to drive innovative solutions and guide high-performing teams. In this dual-capacity role, you will lead critical support initiatives while actively contributing as a developer, ensuring robust, scalable, and reliable application support for business-critical systems. Success in this position requires a strong command of the software development life cycle (SDLC), deployment, and change management best practices, paired with a proactive approach to problem-solving and continuous improvement.

Key Accountabilities

• Provide hands-on leadership by mentoring team members in troubleshooting and resolving complex incidents, while cultivating a collaborative, high-performance support culture.
• Design, configure, and tailor vendor platforms—including IBM OpenPages—to address evolving business needs and drive operational excellence.
• Develop and implement advanced workflows, triggers, and custom actions within the IBM OpenPages application to optimize system functionality and user experience.
• 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.
• 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.

Shareholder

• 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.

Employee / Team

• Coach and empower IT professionals in mastering IBM OpenPages architecture, features, and industry best practices.
• Drive knowledge sharing and skill development across the team, fostering technical excellence and a culture of continuous improvement.
• 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.
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team.

Breadth & Depth

• Primary subject matter expert in multiple areas (with a focus on IBM OpenPages) and consults with clients/or project teams with respect to all aspects of operational support / solutions.
• Lead the integration of technical solutions with business processes to ensure seamless delivery, optimal system reliability, and measurable business impact.
• Oversee change management, version control, and deployment activities for diverse systems, maintaining strict alignment with SDLC best practices and organizational standards.
• 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.

Experience & Education

• Undergraduate degree or Technical Certificate.
• Graduate degree, preferred.
• 7+ years relevant experience.
• Demonstrated expertise in IBM OpenPages development, including proficiency in Java, JavaScript, REST APIs, XML, and JSP.
• Proven experience leading teams and managing complex technical projects in application support environments.
• Strong understanding of SDLC, deployment processes, and tools such as JIRA and Confluence.

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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing – and so will you.

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