JOB DESCRIPTION:

This role involves handling the most complex technical issues requiring expert-level knowledge to troubleshoot and resolve problems, often including deep system architecture understanding, advanced network configurations, and intricate software troubleshooting; key technical skills needed include in-depth knowledge of the product/system, advanced troubleshooting abilities, scripting/programming skills, strong analytical skills, and the ability to collaborate with development teams to identify root causes and implement solutions.

EDUCATION & EXPERIENCE:

• Undergraduate degree or Technical Certificate
• Graduate degree, preferred
• 7+ years relevant experience
• Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of operational support / solutions
• Works 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 others

PREFERRED QUALIFICATIONS:

Looking for Mid-Level Cybersecurity experience that includes:

• Penetration Tester/Ethical Hacker: Identifies vulnerabilities in systems and networks to improve security.
• Cybersecurity Engineer: Designs, implements, and maintains security systems and infrastructure.
• Security Operations Center (SOC) Analyst: Monitors and analyzes security events, detects threats, and responds to incidents.
• Cybersecurity Analyst/Security Analyst: Monitors security systems, identifies threats, and responds to security incidents.
• Cybersecurity Specialist: Focuses on specific areas like network security, cloud security, or application security.
• IT Auditor: Evaluates and assesses the effectiveness of IT security controls
• Looking for certifications such as the following, but not limited to:
• CompTIA Security+

SOFT SKILLS:

• Excellent communication skills: Clearly explaining technical concepts to customers and stakeholders with varying levels of technical understanding
• Analytical thinking: Ability to break down complex problems into manageable components and identify root causes
• Problem-solving skills: Creative approach to finding solutions to challenging technical issues
• Customer focus: Prioritizing customer satisfaction and delivering timely resolutions
• Teamwork: Collaborating effectively with other support teams, engineers, and product managers

PHYSICAL REQUIREMENTS:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel – Occasional
• International Travel – Never
• Performing sedentary work – Continuous
• Performing multiple tasks – Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds – Occasional
• Sitting – Continuous
• Standing – Occasional
• Walking – Occasional
• Moving safely in confined spaces – Occasional
• Lifting/Carrying (under 25 lbs.) – Occasional
• Lifting/Carrying (over 25 lbs.) – Never
• Squatting – Occasional
• Bending – Occasional
• Kneeling – Never
• Crawling – Never
• Climbing – Never
• Reaching overhead – Never
• Reaching forward – Occasional
• Pushing – Never
• Pulling – Never
• Twisting – Never
• Concentrating for long periods of time – Continuous
• Applying common sense to deal with problems involving standardized situations – Continuous
• Reading, writing and comprehending instructions – Continuous
• Adding, subtracting, multiplying and dividing – Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

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.

• Advanced troubleshooting: Investigating and resolving highly complex technical issues that cannot be handled by lower-level support teams.
• Root cause analysis: Identifying the underlying cause of complex problems by analyzing system logs, configurations, and code.
• Collaboration with development teams: Working closely with engineers to report bugs, discuss potential solutions, and provide feedback on product improvements
• Technical documentation: Creating and maintaining knowledge base articles to document complex troubleshooting steps and solutions
• Customer escalation management: Handling critical customer issues that require immediate attention and expert intervention
• Performance optimization: Analyzing system performance metrics and identifying areas for improvement
• Security incident response: Investigating and mitigating security breaches within the system