Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$65,600 - $98,400 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Subject matter expert who consults with technical partners to provide guidance and highly complex troubleshooting/problem resolution as well as root cause analysis (RCA) at an enterprise level. Reviews, analyzes, and evaluates information technology systems operations - familiar with a variety of the enterprise infrastructure, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks and troubleshooting in high impact situations.

End to end support for Windows OS in a production environment – Managing escalated incidents from Service Desk Level 1/2, LoB business partner, Technical leadership, and application owners.

Identifies root causes and implements targeted and controlled remediation plans

Proactively identify and remediate Windows devices as needed to ensure compliance and security.

Create, Implement, and Verify application and infrastructure changes

Technical leadership and insight to Continuous Improvement initiatives

Interface with the Delivery and Solutions Engineering teams to prevent or resolve production incidents

Reviews, modifies, and implements procedural processes and documentation using industry standards, best practices and new innovations in technology

Job Requirements:

The candidate must hold a range of broad technical knowledge of IT infrastructure

Subject matter expert (SME) in Windows desktop technologies

PowerShell scripting– working knowledge and experience in reading and writing scripts

Working knowledge of enterprise infrastructure as it applies to end user devices

Azure

AD

Desktop Analytics

GPO

SCCM

Skills and discipline to keep systems patched, monitored, and performing optimally.

SCCM experience with understanding of configuration baselines, OSD, and deployments

Excellent oral and written communications, able to work independently.

Ability to troubleshoot OS at a high level using various tooling. Expertise troubleshooting MS Windows OS, hardware/driver and application issues

Experience supporting Mac OS a plus.

Strong leadership, creative problem-solving, planning and organization skills

Able to troubleshoot web application issues at a high-level using tooling and debugging

Strong analytical and problem-solving capabilities.

Ability to prioritize and execute tasks in a high-pressure environment

Additional Information:

Technology focused degree in an appropriate discipline (an asset) or equivalent work experience

Minimum 3 years of relevant experience and Financial Services IT experience (an asset)

Effective time management skills and ability to work under deadlines and operational pressures

Technical Certifications a plus.

Experience with Nexthink or other digital experience platforms a plus. 

KEY ACCOUNTABILITIES
CUSTOMER

Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational riskPartner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streamsContinuously 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 metProvide 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 satisfactionEffectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholdersEnsure 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 metDeliver effective and defect-free support (application, hardware, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentationInteract with clients to provide quality service/solutions consistent with objectives and client requirementsMay support the design, review, and integration of all application requirements, including functional, security, integration, performance, quality, and operationsIdentify and address application and data issues and cross-capability and cross-release issues that affect application integrityConsult 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 Participate in projects aimed at evolving the base infrastructure, deploying new technologies, or optimizing the operational environmentMay deploy base infrastructure components such as servers, operating systems and middleware for all environmentsMay be involved in the deployment of applications, either “off the shelf” or in-house developed, and in the procurement of supported assetsMay maintain base infrastructure components current and defect free and liaise with 3rd party vendor to report problems and receive fixesProvide technical support, including on-call support, for a suite of designated hardware, software or applications to ensure service levels are maintainedSchedule 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 businessRespond to requests for information and assist project teams in evaluating alternate approachesMay develop a working relationship with 3rd party vendors as required to fulfill support requirements

SHAREHOLDER

Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as requiredMay monitor the performance of the environment by using meaningful metricsProvide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testingAssess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilizationEnsure effective change management discipline is usedAssist in the maintenance of secure computing facilities and technical infrastructure/architecture to support clients and applications as appropriateAdhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as requiredFollow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)Identify/implement process improvements to enhance revenue, customer experience and/or reduce costsComply with well-defined enterprise technology delivery practices and standards and project management disciplinesMake effective use of the cost management processes in place in own unitContinuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/deliveryKeep current with industry and/or business trendsMay perform testing according to test plans, monitor and report on results, and work with others on problem resolutionAs required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines

EMPLOYEE / TEAM

Work effectively as a team, supporting other members of the team in resolving critical service issuesPrioritize and manage own workload in order to deliver quality results and meet timelinesSupport 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 unitsIdentify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

BREADTH & DEPTH

Performs work on all aspects of the application/system supportMay act as a reference for team members or clientsApplications/systems are moderate to highly complex and performed under minimal management supervisionActively involved in resolving client applications issuesMay support the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholdersMay develop scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environmentPerforms problem determination including data gathering and analysisGenerally reports to a Manager or Senior Manager

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. Learn more

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