IT Operations Analyst I

Hours: 37.5

Workplace Model: Hybrid

Pay Details

We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with your recruiter and ask compensation related questions, including pay details for this role.

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 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.

Job Details

About This Role

We are looking for someone to work directly with customers and clients to provide first-level, technology-based support. You’ll share in our commitment to analyze and resolve emerging issues within an established time frame. Think career growth potential!

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:

• Provide courteous, efficient, and professional customer service to inquiries, address and resolve promptly.
• Verify the quality of problem resolution, changes and enhancements, and monitor trends.
• Assess caller’s knowledge and translate information when providing assistance.
• Assign service issues to other team members, co-ordinate problem resolution and the implementation of changes according to established change processes, integrate all information sources when providing assistance to clients.
• Ensure change activities are performed on time, at minimal business risk.
• Monitor resources to ensure application/technology delivery.
• Identify, resolve, escalate and communicate service delivery issues and/or complaints.
• Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery.
• Maintain proficient knowledge of technology components, applications, clients/customers and business services.
• Prioritize activities to ensure time invested is appropriate to the availability impact.
• Provide seamless activity and process integration, recognizing system interdependencies.
• Act as an information “go-to” for colleagues, business partners, clients/customers.
• Ensure prompt service issue updates, achieve swift resolution.
• Deliver, maintain accurate documentation.
• Follow standards, policies and procedures, comply with disaster and business recovery plans.
• Maintain a secure work environment, adhere to notification and escalation processes.
• Ensure effective communication throughout service issues and scheduled changes.
• Recommend internal, departmental process improvements.
• Respect TD’s technology delivery practices, standards, project management disciplines.

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.
• Drive to provide legendary, front-line support.
• Adeptness in investigating problems outside your own knowledge area (read: apply a broad business focus).
• Confidence in making wise decisions on your own within generally defined parameters.
• Exceptional team player! Winning communications skills!

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,

Company Overview

Making Your Well-being a Priority
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional. In addition, we champion a safe, inclusive and supportive work environment to help colleagues feel a sense of belonging, and supported in their personal and professional growth. Through our focus on total well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes … because when colleagues feel their best, they’re more likely to do their best.

Our Total Rewards Package
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their 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 including medical, dental, vision & mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they’ll always have access to the TD community and experience our culture of care.

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. 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 a customer obsessed organization, and we are 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.

Inclusiveness

How We’re Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!


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