Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$91,200 - $136,800 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:

KEY ACCOUNTABILITIES

24/7 On-call support for Azure Public Cloud Operations.

Responsible for DEV to PROD environmental Cloud PaaS/IaaS support and processes. This is to ensure quality, performance, and availability of Public Cloud services.

The successful candidate must have demonstrated ability to learn new technologies and processes, resolve incidents, and solving problems by collaborating with others.

The candidate will be responsible for providing operational support for platforms and infrastructure hosted on TD's Public Cloud. 

The role requires familiarity with ITIL processes (change, incident, and problem management) and availability for off-hours escalated support. 

Provide planning, communication, and reporting of day-to-day ticket metrics and longer term tactical objectives.

Level 2 support of TD business line Cloud infrastructure including PaaS/IaaS/Containers across all production and test environments.

Manage non-standard/complex P1, P2 (major incidents), P3, and P4 incidents and service requests.

Ensure customer service satisfaction and enable continuous improvements.

Oversee higher complexity operational and preventive maintenance tasks.

Manage complex remedial and unscheduled urgent changes.

Able to be accessible via mobile device to support on-call rotation.

Drive root cause analysis on repeatable incidents to help prevent issues in the future.

Creation of support documentation and scripts.

Oversee vendor’s service delivery and escalation.

Provide operational consultancy for future-state technologies.

Prioritize activities to align with compliance, regulatory requirements, and business objectives.

Keep informed of technology solutions initiatives and IT direction to provide strong support to the businesses.

CUSTOMER

Define, deploy and/or lead systems / applications and/or technical infrastructure operations to support clients and applicationsIdentify, recommend, source, negotiate and implement improvements/solutions (buy/build/reuse) to enhance customer experience, availability, and/or reduce cost in support of client needsInfluence product direction, foresee issues and gaps, identify solutions, and work comfortably with leading edge products that are untested/ unproven in the marketManage complex application deployment in load balanced service-oriented environmentMay help test, debug, and performance analyze and document environment componentsResearch/analyze business requirements to evaluate and recommend optimal solutions within business technology architecture; collect environment requirements for infrastructure implementation by analyzing the current system environment, using technical tools and utilitiesDevelop and configure environments from conceptualization through stabilization using various platformsTroubleshoot initial failures, coordination of resolution efforts and communication with appropriate membersWork with Architects to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements of the projectDevelop and recommend technical strategies and solutions to maintain and/or expand service levelsCollaborate with business leaders, IT professionals, vendors / outsourced partners to assess viability/priority of projects/initiatives and ensure issues are clearly communicatedLead / contribute to the project management processes conduct pre and post implementation reviewsIntegrate technical solutions with the business environment, recognizing systems interdependencies and reusability, and ensuring seamless deliveryEnsure appropriate security levels are established and maintained for processes, information exchange and system implementationsMaintain a strong external profile, contributing to leading edge initiativesAct as an expert resource providing insight and recommendations based on industry and technology trends, system strategy and design

SHAREHOLDER

Review, define, enforce and influence standards and appropriate quality measures/metricsEnsure systems and operational availability meets or exceeds negotiated service levels, and report results as requiredAdhere 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)Comply with well-defined enterprise technology delivery practices and standards and project management disciplinesAssist in the development/maintenance of comprehensive processes for prevention of issues and participate in problem determination and timely resolution of incidentsContinuously enhance knowledge/expertise in own area and keep current with emerging industry trends, new technologies and best practices in the external market that can contribute to delivering effective client solutionsDevelop/maintain expertise of system development methodologies, key business initiatives/issues, IT implications for systems/technologies and impact on business solutionsIdentify opportunities to minimize cost, provide recommendations and/or deliver corresponding strategic solutions to support cost effectivenessMay develop and/or contribute to negotiations of third party contracts/agreements

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

Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of operational support / solutionsWorks independently and/or autonomously as a senior/ lead on a diverse range of tasks / operational support of solutions and is relied upon to coach/ educate othersAssignments are highly complex and multifacetedMay monitor, coach/ educate a small team of IT professionalsActs as a key resource in the exchange of technical information for project teams, the business and/or outside vendorsGenerally reports to a Senior Manager or Executive

EXPERIENCE & EDUCATION

Undergraduate degree or Technical CertificateGraduate degree, preferred7+ years relevant experience

Strong to expert knowledge of supporting Azure Public Cloud (GCP knowledge also a benefit).

Thorough problem determination skills to troubleshoot and resolve business application issues.

Knowledge of, and experience supporting Azure services such as (but not limited to) Azure Databricks, Azure Data Factory, Azure Machine Learning, Azure Kubernetes, Azure Synapse, ASE/ASP, RHEL/Windows VMs, etc.

Familiar with tools such as Jenkins, Nexus, XLR, XLD, GitHub, etc.

DevOps and Agile understanding.

Working knowledge of LAN and WAN technology.

Knowledge of middleware which may be deployed to a Cloud environment such as Jboss, Tomcat, NodeJS, and monitoring tools (Datadog, Dynatrace, etc.).

Comfortable with working in a rapidly changing, technically complex environment.

Knowledge of scripting languages and tools such as Python, JavaScript, PowerShell, Bash.

Understanding of config management technologies such as Salt.

The successful applicant must have a solid understanding of incident, change, and problem management methodologies as well as solid experience in a large, high-performance production environment.

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