IT Operations Analyst IV
Toronto, Ontario, Canada
5d ago

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!

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.
  • Job 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 :

  • Undergraduate Degree or Technical Certificate.
  • 3-5 years relevant experience.
  • Ability to work on assignments that involve applications and systems of moderate to high complexity, under minimal supervision.
  • Readiness and confidence in installing, configuring, upgrading of business applications / systems in co-ordination with appropriate stakeholders.
  • Other Qualifications / Skills / Experience

    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.
  • 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,
  • 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.
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