Sr. IT Support Analyst

Company Overview

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Department Overview

PBI Operations Resiliency is a unique team that is exposed to both the newest technologies like APIs, Java application development, Azure, Agile and DevOps processes; as well as legacy, but still valuable, COBOL / host programming. With a central book of record vendor application, team members have a wide exposure of back end processes, data movement and transformation, and integrations into other significant systems within and outside of the bank. Team members are actively engaged on the team to developing tools to automate processes, application remediation to harden and secure existing applications, developing hands on knowledge from a strong agile team. Team members also participate in day-to-day operations in developing trouble-shooting and critical thinking skills.

Job Description

KEY ACCOUNTABILITIES

• As this is a senior technical role, there is an expectation on leadership, mentoring junior team members, and building up the team knowledge through group, one-on-one, and documentation
• 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
• 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
• 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
• Involved in the deployment of applications, either off the shelf or in-house developed, and in the procurement of supported assets
• Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business
• Develop a working relationship with 3rd party vendors as required to fulfill support requirements
• Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required
• Monitor the performance of the environment by using meaningful metrics
• Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing
• Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
• Ensure effective change management discipline is used
• 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)

Requirements

• EXPERIENCE & EDUCATION:
• Undergraduate degree or diploma or technical certificate or relevant work experience
• 5-7 years relevant experience
• Knowledge in some or all at varying levels:
  • Java
    • Standalone applications
    • APIs – JSON, Rest Easy
    • Java application testing
  • XML
  • COBOL / mainframe
  • SQL
  • File transfer and scheduling
  • Virtual environments
    • Red Hat Linux (RHEL)
    • Windows Server
  • Azure architecture
  • Cloud architecture
  • Containers
  • Oracle
  • SQL Server
  • GIT / Bitbucket
  • Jira / Confluence
  • Agile methodology

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.

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