Manager, IT Support

Description

R_1358436 Manager, IT Support

Manages or leads a team of IT professionals in providing a range of application support and services ensuring enterprise operating standards are met and business objectives are achieved.

KEY ACCOUNTABILITIES

CUSTOMER

• Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans
• Manage the operations / support / management of products / systems / applications / services for a range of clients to support them in meeting business objectives / goals.
• Manage key relationships with both delivery teams and partners and 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)
• Work with clients to prepare comprehensive IT solutions that meet / exceed client objectives for new and existing systems / applications
• Partner with delivery teams to schedule test cycles and deployments in a timely manner
• Ensure scheduled changes take place with proper testing, monitoring and implementation and with little or no adverse impact to the business
• Work with technology partners to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements
• 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
• Lead effort to test, debug, and performance analyze and document environment components
• May conduct / oversee IT planning with internal clients, prioritize activities and allocate resources consistent with business strategy and objectives
• Negotiate and document project deliverables, timelines, project charters / costing, roles, responsibilities and critical milestones and communicate project status and provide timely escalation of issues to ensure project objectives are met
• In partnership with other team members, ensure a close relationship is maintained with clients, in order to keep informed of their business needs and direction
• Measure the level of service to customers / clients, analyze trends, and determine appropriate actions where applicable
• Identify vendors / TD areas able to provide IT related services and partner with clients in developing business cases, RFI / RFP, etc. consistent with business requirements and guidelines
• Manage day-to-day vendor relationships; ensure timely / accurate communication and resolution of issues
• Act as an integrator of solutions, provide flexibility, and ensure a good understanding of technology choices by offering and negotiating options with the clients
• Provide insight, information and recommendations on industry trends and promote / develop IT awareness and technical understanding of business partners / clients
• 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
• Consistently strive for timely resolution of production issues while meeting business requirements and service level expectations
• Provide 2nd and 3rd level support for production incidents and provide single point of contact for business communications related to production incidents, escalate as required
• Provide support for developing the internal metrics reports and establishing and monitoring service delivery and SLAs

SHAREHOLDER

EMPLOYEE / TEAM

BREADTH & DEPTH

EXPERIENCE & EDUCATION

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. 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.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental 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, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Additional Information :

We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process

We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

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!

Language Requirement (Quebec only) :

Sans Objet