IT Operations Specialist (US)

Company Overview

About TD Bank, America's Most Convenient Bank®

TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing over 9.8 million customers with a full range of retail, small business and commercial banking products and services at more than 1,100 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Auto Finance, a division of TD Bank, N.A., offers vehicle financing and dealer commercial services. TD Bank and its subsidiaries also offer customized private banking and wealth management services through TD Wealth®. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit www.td.com/us. Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US and www.twitter.com/TDNews_US.

TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol "TD". To learn more, visit www.td.com.

We offer a competitive salary and benefit program, including: comprehensive, affordable health care through medical, dental, and vision coverage; financial security with life and disability insurance; opportunities to save using health savings and flexible spending accounts; retirement benefits to help prepare for the future; paid time off and work/life benefits to maintain a good balance.

Department Overview

The Technology Operations Shared Services (TOSS) Level 2 Application Support Team provides production and non-production technical support for the majority of AMCB applications. They are accountable for application incident service restoration, service request fulfillment, monitoring configuration and response, and routine maintenance support. The overall objective is to deliver enhanced availability for AMCB applications and services.

• 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.• Ensure systems and operational availability meets or exceeds negotiated service levels for applications• Maintains the production environment and works with other technology areas to identify production issues or takes support

calls to manage production incidents from inception to resolution• Perform non-standardized complex tasks for Major Incidents (MIs) and P1, P2, some P3 and P4 incidents and service requests• Foresee technical issues and gaps, identify solutions before they impact users. Participate in problem determination sessions.• Coordination of resolution efforts with multiple teams for complex issues• Responsible for higher complexity operational and preventive maintenance tasks.• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the team• Sign-off on project requirements/handover and facilitate necessary training within the team• Able to be accessible via a mobile device to support on-call function. Participates in 24/7 on-call rotation and project work

night and/or weekends.• Provide operational consultancy for future-state technologies• Participates in support and project work.• Assignments are highly complex and multifaceted.• May monitor, coach/educate a small team of IT professionals.

Job Requirements

• Undergraduate degree or Technical Certificate
• Graduate degree, preferred
• 7+ years relevant experience

Job Details

• 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.
• Assignments are highly complex and multifaceted.
• May monitor, coach/ educate a small team of IT professionals.
• Acts as a key resource in the exchange of technical information for project teams, the business and/or outside vendors.
• Generally reports to a Senior Manager or Executive.

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach their potential.

If you are a candidate with a disability and need an accommodation to complete the application process, email the TD Bank US Workplace Accommodations Program at [email protected] . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Qualifications

Preferred Qualifications - Here are the preferred qualifications for this role:

• Comfortable with working in a rapidly changing, technically complex environment.• Proficiency with MS office product suite (Word, Excel, PowerPoint etc.).• Thorough knowledge with OS technologies (Windows, Linux)• Working knowledge of Distributed Server environments• Working knowledge of Local Area Networks (LAN) and Wide Area Networks (WAN)• Working experience with monitoring and log analysis tools such as Dynatrace, Netcool suite, Tivoli, Sensu, Splunk among

others.• Thorough knowledge of middleware technologies (JBoss, WebSphere, NodeJS) and web server technologies (IHS, Tomcat, IIS,

Apache)• Strong automation skills with proficiency in script languages (Bash/shell scripting, Perl, Python, PowerShell)• Knowledge of Public Cloud Platform - Azure.• Ability to analyze different components of the infrastructure and application environments during Incident triage calls.• Aptitude to influence other technical teams on incident calls and articulate troubleshooting steps effectively.• Capture applications baseline performance deviations and implement proactive monitoring and alerting of production systems• Leverage monitoring tools (such as Splunk/Dynatrace/Data Dog) and capabilities to find root cause for incident and problem

management.• Provide input into strategies, capabilities, and integrations to improve the availability and performance of production applications.• Drive operational implementation of monitoring capabilities, dashboards and improvements.• Lead efforts capturing reporting requirements, develop system performance, capacity and key business transactions

reports/dashboards by leveraging approved tools and processes to maintain operational availability of delivered solutions• Leverage a predictive analytic approach to identify and mitigate issues before they have material impact to our application

consumers.• Identify, recommend, and lead monitoring enhancement opportunities.• Familiarity with DevOps, Agile methodologies, and processes.• Ability to perform multiple tasks in a fast-paced dynamic environment.• Mandatory qualifications include excellent communication (both written and oral) and interpersonal skills. Aptitude to multitask

and work well in a high stress environment, both within teams and independently and be able to participate in the

knowledge transfer of information with peers and management.• Financial services industry experience is preferred.• Dynatrace or Splunk certification is preferred.