IT Operations Analyst II

Description

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KEY ACCOUNTABILITIES

CUSTOMER

• Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions
• Ensure change activities are performed on time, minimizing risk to the service/business environment
• Monitor resources to ensure availability associated with business applications and technology
• Identify, resolve, or escalate 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 integration of activities and processes, recognizing system interdependencies
• Act as an information source to colleagues, business partners and clients/customers
• Ensure prompt and timely updates to service issues, and follow through on outstanding problems

SHAREHOLDER

• Deliver and maintain accurate reports and documentation
• Follow established procedures and standards
• Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
• Maintain a secure work environment and ensure adherence to notification and escalation processes
• Communicate effectively within the team relative to service issues and scheduled changes
• Recommend improvements and enhancements to internal departmental processes
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

EMPLOYEE / TEAM

• 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.
• Participate in knowledge transfer within the team and business units
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

BREADTH & DEPTH

• Provides customer service support to clients or guidance to more junior team members on a broad range of complex or escalated issues
• Prioritizes and assigns problems and service issues to the front line team appropriate to level of service impacted
• Co-ordinates problem resolution and the implementation of all changes and enhancements, ensuring adherence to change processes
• Verifies the quality of problem resolution, changes and enhancements, and monitors trends
• May provide basic research, maintenance, administration and/or support of systems/applications
• Generally reports to a Team Manager or Manager

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate
• 1-2 years relevant experience

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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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