IT Support Analyst – Core, Credit & Business Banking

at  TD Bank

JOB REQUIREMENTS

• Tertiary education & preferably with ITIL V3/V4 certification.
• 3-6 years of application support experience with an understanding of infrastructure.
• Have a deep understanding of ITSM concepts such as Incident, Problem, Service Request & Change management practices.
• Working knowledge in UNIX, Windows, CA-7 & Autosys. IBM Mainframe knowledge is nice to have, but the candidate can be trained in Mainframe.
• Work independently / as a team player as the situation demands and with minimal supervision, attend occasional off-shift calls and flexible with schedule.
• Follow standards and protocols defined without deviation.
• Due to the need for interactions with colleagues in North America, the working hours will be 8.30 AM - 5.30 PM / 12.30 PM - 9.30 PM with an hour of break, 12 X 7 coverage including public holidays, with weekly time offs. Hybrid working arrangements are available as well.

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.

• Provide Follow-The-Sun support for Core, Credit & Business Banking portfolios adhering to ITIL process for incident, change, problem & knowledge management.
• Proactively monitor Canadian end of day batch in both distributed & mainframe environments, log incidents in ServiceNow and resolve or escalate to L3 to resolve.
• Monitor ServiceNow queue, ensure team picks up items within SLA and follows protocol.
• Help team when working on incidents or with engaging Infra L3/Infra teams in calls.
• Manage shift rota and ensure resource availability throughout the week.
• Facilitate calls with L3 to speed up resolution of problem records to reduce incidents.
• Assign change tasks on time and ensure team reviews & actions per plan.
• Identify opportunities to reduce manual work and drive efficiencies.
• Monitor progress of critical incidents and provide timely management updates.
• Always adhere to TD’s standards and policies & follow disaster and business recovery plan.