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IT Operations Analyst IV


This is a Contract position in Toronto, ON posted August 7, 2021.

Company Overview Tell us your story.

Don’t go unnoticed.

Explain why you’re a winning candidate.

Think ”TD” if you crave meaningful work and embrace change like we do.

We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive.

Carve out a career for yourself.

Grow with us.

Here’s our story: jobs.td.com Department Overview Building a World-Class, Diverse and Inclusive Technology Team at TD We can’t afford to be boring.

Neither can you.

The scale and scope of what TD does may surprise you.

The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology.

TD’s technology and business teams become more intertwined as new opportunities present themselves.

This new era in banking does not equal boring.

Not at TD, anyway.

Operations Support Group (Network Operations) is a 7/24 Service Availability (Dual Site Coverage) department responsible for providing frontline support of TD’s network environment.

The primary focus of the team is reacting to any/all anomalies that are presented through a variety of monitoring tools for the Bank’s mission critical network.

We are looking for self-motivated and focused individuals who enjoy a fast-paced environment requiring attention to detail.

Job Description About This Role We are looking for someone with diverse skills and some background in this space to carry out a broad range of operational service and support assignments.You’ll join others in environment management, maintenance, monitoring, performance and incident management, as well as production support activities.

There’s meaningful work at every turn Meaningful work is fueled by meaningful performance and career development conversations with your manager.

An IT Operations Analyst IV within Network Operations Support Group is responsible for providing senior level support of the TD Bank Group network infrastructure.

This includes BRP capabilities, incident management and support of all components associated with these environments.

Areas of support include the LAN, MAN, WAN, RLAN, Wireless, Firewall, Load balancer and Optical solutions.

Accountabilities will include, but not limited to, following: Manage day to day deliverables during the shift, under the overall direction of the NOC Shift Leader.

The primary accountability of this position is to ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations to the Shift Lead/Manager positions as needed.

Engage other teams or escalate to L2/L3 teams as necessary.

Smooth takeover of work as well as well documented and smooth hand over is part of the accountability.

Provide strong technical support while ensuring that NOC processes and procedures are followed properly by the team that they are the part of.

This includes proper use of automation, following proper remediation procedures, high quality ticket and vendor issue updates, handover documentation, etc.

Collaborate strongly with the Shift leader to manage the queue, work intake as well as delivery.

Engage in high priority incidents (P2’s) or incident calls and provide support Engage with wider operational teams like EES/OCG and other support areas on an ongoing basis Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Shift Leader Support the incident, change and problem management processes.

Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services.

Help develop team members, provide effective feedback and recognition when needed Help assess training needs, process gaps and improvement suggestions, automation opportunities and effectively communicate upwards to the Shift leader and Manager as required Assess impact and potential impact/risk and report to the shift leader/Manager very promptly when significant issues occur Escalations with internal TD teams and 3rd party vendors.

Manage chronic, repeat and aging incidents with proper internal/external escalations.

Create MoPs and how-to docs for better support and training of new and junior team members.

Also, peer review such documentation created by other team members and provide suggestions for improvement.

Explore new automation opportunities for any repeated tasks to reduce human touch.

Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos.

Other duties as required.

Schedule Rotating 12-hour shift schedule (7 days a week/24 hours a day) i.e.

2 shifts (7am-7pm ET) & (7pm-7am ET).

Candidate must be available to do both shifts as per rotation/shift schedule Requirements What can you bring to TD?

Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention.

It helps if you have: The successful candidate must possess the following: Strong team player, self-motivated, highly organized and able to multi-task in a fast paced, dynamic environment.

Strong communication skills, both verbal and written, are essential in order to interact with support groups, clients and vendors.

Experience and a sound understanding of network environments (TCP/IP, Cisco routers/switches, Firewall, Load Balancers, WiFi) including an excellent understanding of telecommunications concepts and Telco connectivity.

Strong understanding of Switching and Routing
– Cisco Catalyst Switches: 2950, 2960, 2970, 3550, 3560(x), 3750, 3850 series, 6500 series, Cisco Nexus 2k/5k/7k/9k, SDWAN (Cisco/Viptela), DMVPN Hands-on experience with Palo Alto Firewalls, F5 Load balancers, Aruba or Cisco WiFi, VMware NSX is a definite asset for this position.

Proficient in executing diagnostic techniques with a sound foundation of monitoring tools which include Tivoli ITNM, Vitalnet, QIP, Netscout and Riverbed.

Sound second level problem determination and problem source identification skills with regards to the various network technologies utilized within TD globally.

Specific Educational Requirements / Accreditations Technology Degree/Diploma or equivalent work experience.

CCNP certified with minimum of 3 years work experience CCDP, and ITIL certifications are a definite asset to this position.

Additional Information Join in on what others in TD Technology Solutions are doing: Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.

Learn voraciously, stretch your thinking, Hours 37.5 Inclusiveness At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.

We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve.

If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.