JOB DESCRIPTION:
As TDS’ Technology Solutions (TS) continues to evolve, we remain passionate about implementing greater governance around our planning, development, delivery, measurement and reporting activities. Our goal is to run our IT shop as a business, have the right tools and information to improve our productivity and value across all TD lines of business.
As a Senior IT Support analyst, you will be the initial point of contact for Business Users which includes Payments Operations, Front/Back Office, Treasury Credit, and Risk Management to support and deliver solution to the existing application and surrounding framework.
ACCOUNTABILITIES:
- Interact with Business users to provide quality service/solutions to the Issues/Queries.
- Works independently in a senior role on a diverse range of tasks and may be relied upon to coach/ educate others.
- Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to Business during service outages.
- Perform effective problem management on recurring incidents. Lead and manage problems throughout the lifecycle.
- Ensure all changes to the Production Environment follow the Enterprise Change management process.
- Oversee/Own detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans
- Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools, and techniques that can contribute to effective solution development/delivery.
- Research industry standards, best practices and new innovations in technology and makes recommendations.
- Update knowledge-based articles on timely manner and conduct trainings across regions.
- Work effectively as a team, supporting other members of the team in resolving critical service issues.
- Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing.
- Identify and recommend opportunities to enhance productivity, effectiveness, and operational efficiency of the business unit and /or team.
SKILLS & REQUIREMENTS
- Degree in Engineering or Comp Science preferred or relevant industry experience.
- Overall, at least 8 years of prior experience as IT Support Analyst or having a development background in Investment banking industry.
- 3-5+ year of experience in Banking Operations technologies particularly with Payment and Swift related applications.
- Experience in GTExchange & GTFrame products or similar products is an advantage.
- Expertise in SWIFT Alliance products, SWIFT International payments (ISO 20022) and Swift Payment Sanction Filtering experiences
- Solid experience in troubleshoot and resolve mainframe related application issues.
- Experience in IBM mainframe tools such as CA7, TSOP and batch operation.
- Multi-Skilled and willingness to get cross-trained across applications and be able to Support them
- Strong Experience in Unix, Linux, AIX, Windows platforms.
- Experience in monitoring tools such as ITRS Geneos, Splunk, Dynatrace and job scheduling tools such as Autosys.
- Experience in supporting critical, time sensitive and complex applications. Able to demonstrate effective engagement with the different technology partners in resolving issues.
- Experience in scripting, automation, and process improvement.
- Experience in writing SQL (data retrieval/update/inserts) on DB2 / Oracle / MS SQL Server.
- Experience in messaging, middleware, Java application servers.
- This role requires shift
- Strong understanding of ITIL Incident Management, Problem Management and Change Management
- Understanding of financial markets and products, in particular Fixed Income/FX/Equities/Repo
- Knowledge of IT project & development lifecycles (SDLC), agile methodology and ITIL
- Understanding of Database technologies and Querying (at least one of SQL/Oracle)
- Strong communication skills
- Collaborative, self-driven, motivated, and passionate
- This role would require to work in shifts (7am to 4pm) as well as weekends on a rotational basis
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.
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