IT Operations Analyst IV

Subject matter expert who consults with technical partners to provide guidance and highly complex troubleshooting/problem resolution as well as root cause analysis (RCA) at an enterprise level. Reviews, analyzes, and evaluates information technology systems operations - familiar with a variety of the enterprise infrastructure, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks and troubleshooting in high impact situations.

• End to end support for Windows OS in a production environment – Managing escalated incidents from Service Desk Level 1/2, LoB business partner, Technical leadership, and application owners.

• Identifies root causes and implements targeted and controlled remediation plans

• Proactively identify and remediate Windows devices as needed to ensure compliance and security.

• Create, Implement, and Verify application and infrastructure changes

• Technical leadership and insight to Continuous Improvement initiatives

• Interface with the Delivery and Solutions Engineering teams to prevent or resolve production incidents

• Reviews, modifies, and implements procedural processes and documentation using industry standards, best practices and new innovations in technology

Job Requirements:

• The candidate must hold a range of broad technical knowledge of IT infrastructure

• Subject matter expert (SME) in Windows desktop technologies

• PowerShell scripting – working knowledge and experience in reading and writing scripts

• Working knowledge of enterprise infrastructure as it applies to end user devices

  • Azure

  • AD

  • Desktop Analytics

  • GPO

  • SCCM

• Skills and discipline to keep systems patched, monitored, and performing optimally.

• SCCM experience with understanding of configuration baselines, OSD, and deployments

• Excellent oral and written communications, able to work independently.

• Ability to troubleshoot OS at a high level using various tooling. Expertise troubleshooting MS Windows OS, hardware/driver and application issues

• Experience supporting Mac OS a plus.

• Strong leadership, creative problem-solving, planning and organization skills

• Able to troubleshoot web application issues at a high-level using tooling and debugging

• Strong analytical and problem-solving capabilities.

• Ability to prioritize and execute tasks in a high-pressure environment

KEY ACCOUNTABILITIES
CUSTOMER

• Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
• Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
• Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met
• Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
• Effectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholders
• Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
• Deliver effective and defect-free support (application, hardware, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
• Interact with clients to provide quality service/solutions consistent with objectives and client requirements
• May support the design, review, and integration of all application requirements, including functional, security, integration, performance, quality, and operations
• Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
• Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
• Participate in projects aimed at evolving the base infrastructure, deploying new technologies, or optimizing the operational environment

Who We Are:
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.