IT Operations Analyst IV - Data

Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Technology Solutions

Pay Details:
$69,700 - $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:

Provides broad range of operational service / support which may include environment management, maintenance, monitoring, performance and incident management and/or production support activities to enable technology for own area of specialization.

CUSTOMER

• Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
• Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
• Continuously 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 met
• Provide 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 satisfaction
• Effectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholders
• Ensure 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 met
• Deliver effective and defect-free support (application, hardware, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
• Monitor daily data health checks and ensure smooth operation of scheduled jobs/pipelines and report refreshes
• Take the lead and be the primary escalation point for complex or urgent data issues that require cross-functional coordination or deep technical analysis
• Work closely with reporting analysts and business users to investigate discrepancies and ensure end-to-end data reliability
• Collaborate with data engineering team to identify root causes of recurring issues and contribute to preventative solutions
• Identify and implement opportunities to streamline support processes through automation, improved tooling, and stronger monitoring
• Maintain clear documentation, runbooks, and dashboards to track incidents, support patterns, and resolution metrics
• Interact with clients to provide quality service/solutions consistent with objectives and client requirements
• Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
• Consult 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 environment
• Maintain base infrastructure components current and defect free and liaise with internal, external and 3rd party vendor to report problems and receive fixes
• Provide technical support, including on-call support, for a suite of designated hardware, software or applications to ensure service levels are maintained
• Schedule 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 business

• Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required
• May monitor the performance of the environment by using meaningful metrics
• Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing
• Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
• Ensure effective change management discipline is used
• Proven experience balancing hands-on technical troubleshooting with team leadership and stakeholder communication
• A strong sense of ownership and urgency when resolving data and reporting issues that impact business operations
• Solid understanding of incident response and root cause analysis, including use of tools like Jira, Confluence, or ServiceNow
• Monitor production batch job flows across all platforms (z/OS, VSE, HP, UNIX, Windows, ISeries)
• Assist in the maintenance of secure computing facilities and technical infrastructure/architecture to support clients and applications as appropriate
• Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
• Follow 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 costs
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
• Make effective use of the cost management processes in place in own unit
• Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery
• Keep current with industry and/or business trends
• As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines

• 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

• Performs work on all aspects of the application/system support
• May act as a reference for team members or clients
• Applications/systems are moderate to highly complex and performed under minimal management supervision
• Actively involved in resolving client applications issues
• May support the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders
• May develop scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment
• Performs problem determination including data gathering and analysis
• Generally reports to a Manager or Senior Manager
• Able to work in a 7x24x365 environment. Flexible to provide weekend, early or late shifts on a rotational basis.

• Undergraduate degree or Technical Certificate
• 3-5 years relevant experience
• Experience in financial services is preferred
• Experience with Enterprise Monitoring tools and applications
• Experience with SQL is a strong asset
• Experience with scripting is a strong asset
• Understanding of ITIL process concepts (Incident, Problem, Request Fulfillment, Change)