Manager, IT Support

Tell us your story. Don’t go unnoticed. Explain why you’re a winning candidate. Think “TD” if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive. Carve out a career for yourself. Grow with us. Here’s our story: jobs.td.com

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 Application Support covers business segment CIO technology areas or shared services technology functions. These experts interact closely with those within the Infrastructure Technology Solutions space. With a heightened focus on developing, implementing standard support models and processes using industry best practices, this role is responsible for production support, troubleshooting incident and problem management, service transition, IT change management and deployment and release management.

There’s room to grow in all of it.

Job Description

About This Role

Manage the operations/support of systems/ applications/services for the Fraud Detection domain
• Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans
• Provide oversight of the level 4 support resources for production incidents and provide single point of contact for business communications related to production incidents, escalate as required
• Responsible for direct and indirect management of the L4 Detect team providing both leadership and technical guidance; set targets and objectives for the team, deliver results; ensure appropriate resourcing skills coverage for suite of applications supported
• Provide coaching, development, succession, recruitment, resource management and overall team leadership for team members and provide regular input into team members assessment of performance and development plans
• Maintain the necessary resources to provide L4 support for a suite of 20+ vendor and internal applications
• Manage key relationships with delivery teams, vendors, and partners; hold regular service delivery reviews that promote continuous service improvement
• Drive and manage a highly effective controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resources)
• Partner with delivery teams to ensure appropriate test coverage and change management reviews are completed and in a timely manner
• Ensure all changes take place with proper testing, monitoring, and implementation and with little or no adverse impact to the business or application services
• Understand baseline support costs (people, infrastructure, application) and work to drive down the cost of the supported services
• Oversee the integration of all systems, projects and technical interfaces to ensure a high level of service and support to the client and efficient system operation; participate in project documentation reviews to ensure support is sufficiently covered
• Measure the level of service to customers/clients, analyze trends, and determine appropriate actions where applicable
• Manage day-to-day vendor relationships; ensure timely/accurate communication and resolution of issues
• May conduct/oversee IT planning with internal clients, prioritize activities and allocate resources consistent with business strategy and objectives
• Partner closely with core infrastructure teams to provide highly resilient and fully engaged support model that encompasses end to end operational support, including storage, networks, security and computer operations
• Provide support for developing the internal metrics reports and establishing and monitoring service delivery and SLAs; implement measuring and monitoring of L4 SLAs, analyze trends, agree on service target levels, and determine appropriate actions
• Monitor and coordinate operating schedules / priorities for all application related incidents to ensure operations are effectively and efficiently supported and maintained
• Ensures support/operations materials and documentation are kept up to date and used throughout the team
• Ensure operational, reputational, and proprietary risks are minimized and focus on process improvement
• Manage budgets for Fraud Detect support records, including resource allocations and quarterly ITS forecasts
• Ensure compliance with IT Disaster Recovery Plan (DRP) and the departments Business Recovery Plan (BRP)
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
• Prioritize and manage own workload in order to deliver quality results and meet timelines

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 and/or 5+ years relevant experience, Graduate Degree preferred
• Familiarity with TD support processes and metrics; Incident and Problem Management, Change Management,
• Working knowledge of Application Security and similar controls
• Nice to Have: Prior People Management experience, DevOps pipeline & CI/CD related tools, JAVA, Spring/SpringBoot, JCL, Cobol, REST API, Kafka, O/S (Windows, Linux), C#/.Net,
• Readiness and motivation to guide members of L4 support team on development activities and able to provide guidance to junior development resources, taking a hands on approach for incident resolution
• Extensive knowledge of the business, broader organization, technical environment, standards, processes, tools, procedures, multiple programming languages, operating systems, solutions design and other relevant technology areas from a development/support perspective
• Provide key subject matter expertise; counselling clients and project teams on multiple aspects of support/problem management issues

Additional 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

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.


Apply Now