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

• Measure and monitor the level of service, analyze trends, agree on service target levels, and determine appropriate actions
• May monitor and coordinate operating schedules / priorities for all application related incidents to ensure operations are effectively and efficiently supported and maintained.
• Ensure operational, reputational, and proprietary risks are minimized and focus on process improvement
• Ensures operations training materials and documentation are kept up to date and used throughout the team
• Follow process management discipline for change management of all systems managed
• Maintain effective dialogue with regulatory bodies and standards organizations
• Ensure compliance with well-defined enterprise technology delivery practices and standards and project management disciplines
• Support / develop sound business cases with an on-going focus on reusability, scalability, innovation, and enterprise-wide solutions
• Establish project teams and ensure agreed deliverables are communicated and delivered within time, budget and quality parameters
• Ensure all testing, quality assurance and post-implementation reviews are conducted against critical success factors, per the project plan and objectives
• Continuously improve timeliness of delivery while balancing quality and price of solutions / services offered
• May manage appropriate recovery of costs to ensure effective cost management within own area and may develop / manage budgets for IT related activities
• Ensure compliance with IT Disaster Recovery Plan (DRP) and the department’s Business Recovery Plan (BRP)
• Continuously enhance knowledge / expertise in own area and keep current with industry and / or business trends

EMPLOYEE / TEAM

• Responsible for management of the overall team providing both leadership and technical guidance; set targets and objectives for the team, and deliver results
• Grow team expertise to align with enterprise demand and the Bank's business / technology direction; assess team skills and capabilities and continually look for ways to provide and enhance value delivered
• Foster an environment / culture that encourages productivity, innovation, process improvement, teamwork and a high level of professionalism
• Co-ordinate necessary resources to ensure completion by deadlines
• 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
• Prioritize and manage own workload in order to deliver quality results and meet timelines
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and / or team
• Establish effective relationships across multiple business and technology partners, program and project managers

BREADTH & DEPTH

• Responsible for managing multiple teams and / or projects with increasing degree of complexity and broad scope
• Works independently and often autonomously in the management of projects, teams and operational disciplines and develops strategic thinking / planning in the execution of work plans
• May oversee new releases or projects typically focused on a specific product / system / application of moderate scope and complexity
• Manages / Leads a group (e.g.,
• Manages projects and teams (including financials) and advocates for the reusability of architecture and processes by new business initiatives
• Manages problem resolution, plans and strategies for operational advancement
• Generally reports to a Senior Manager or Executive
• This role requires the ability to manage 24x7, critical SLAs for GAML / Corporate applications. You will be the single-point-of-contact and will be required to provide clear and concise updates and ETA for ongoing incidents until resolution.

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate
• Graduate degree, preferred
• 7+ years relevant experience
• Technical skills : Microsoft Azure with Azure SQL Server DB, Azure Databricks, Azure Data Factory, TD implementation of frameworks to support ingestion, orchestration and ETLs,
• Experience with Unix / Linux command line, experience with scripting / programming, understanding of DevOps.
• Additionally proven problem-solving skillset and attention to detail is required
• Tools : Expert in ITIL / ITSM / Major Incident and Service Management processes for IT Support and Operations, JIRA, Confluence
• Others : Management of onshore and offshore global operations teams.
• Certifications : Microsoft Azure Cloud certification (optional)

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