TD Bank

IT Support Analyst IV

TD Bank • $69K — $98K *
Toronto, ON M3C 0E3In-Person
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Undergraduate degree or Technical Certificate
  • 3-5 years relevant experience
  • 3+ years in Production Support, Application Support, Operations Support, or IT Support roles
  • Strong troubleshooting and analytical skills in complex environments
  • Familiarity with ServiceNow and operational support processes
  • Knowledge of ITIL practices, including Incident, Problem, Change, and Knowledge Management

Responsibilities

  • Resolve incidents and problems, coordinating with business and technology partners
  • Ensure service applications/systems maintain high availability, minimizing operational risk
  • Collaborate with stakeholders to schedule and implement new application releases efficiently
  • Improve production environment stability through monitoring and planning
  • Provide daily support by identifying and resolving production issues promptly
  • Notify and escalate potential issues while communicating project statuses

Benefits

  • Discretionary variable compensation based on performance
  • Positive work environment promoting quality and teamwork
  • Opportunities for knowledge transfer and skill enhancement
  • Potential for process improvements that boost efficiency and customer satisfaction
  • Support for disaster recovery planning and testing
Full Job Description
Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Technology Solutions

Pay Details:
$69,700 - $98,400 CAD

This role is eligible for a discretionary variable compensation award that considers business and individual performance.

Job Description:

Provides a broad range of systems / application support, research and analysis, administration, performance availability monitoring and management for own area.

KEY ACCOUNTABILITIES

CUSTOMER
  • Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate
  • Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
  • Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
  • Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met
  • Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
  • Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible
  • Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
  • Deliver effective and defect-free support (application, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
  • Interact with clients to provide quality service/solutions consistent with objectives and client requirements
  • Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations
  • Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
  • Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area


SHAREHOLDER
  • Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required
  • May monitor the performance of the environment by using meaningful metrics
  • Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing
  • Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
  • Ensure effective change management discipline is use
  • Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
  • Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
  • Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs


EMPLOYEE / TEAM
  • Work effectively as a team, supporting other members of the team in resolving critical service issues
  • Prioritize and manage own workload in order to deliver quality results and meet timelines
  • Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
  • Participate in knowledge transfer within the team and business units
  • Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team


BREADTH & DEPTH
  • Performs work on all aspects of the application/system support
  • May act as a reference for team members or clients
  • Applications/systems are moderate to highly complex and performed under minimal management supervision
  • Actively involved in resolving client applications issues
  • May configure, upgrade, administer business applications in co-ordination with appropriate stakeholders
  • May develop scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment
  • Performs problem determination including data gathering and analysis
  • Generally reports to a Manager or Senior Manager


EXPERIENCE & EDUCATION
  • Undergraduate degree or Technical Certificate
  • 3-5 years relevant experience
  • 3+ years of experience in Production Support, Application Support, Operations Support, or IT Support roles.
  • Strong troubleshooting and analytical skills in complex production environments.
  • Experience with ServiceNow, incident management, and operational support processes.
  • Understanding of ITIL practices including Incident, Problem, Change, and Knowledge Management.
  • Experience supporting mission-critical business applications.
  • Strong communication skills with the ability to engage technical and business stakeholders during incidents.


Preferred Qualifications
  • Experience supporting Azure Cloud services.
  • Experience with Databricks, data platforms, ETL processing, or enterprise analytics environments.
  • Knowledge of SQL, PowerShell, scripting, or automation tools.
  • Understanding of monitoring platforms such as Dynatrace, Datadog, AppDynamics, Splunk, or similar solutions.
  • Experience supporting financial services or highly regulated environments.
  • ITIL Foundation certification preferred.


Technical Skills
  • Azure Platform Services
  • Databricks
  • SQL / Database Troubleshooting
  • ServiceNow
  • Microsoft 365
  • DevOps and Release Management Concepts


Success Metrics
  • Incident resolution within SLA targets
  • Reduction in recurring production issues
  • Improved platform availability and reliability
  • Successful completion of operational readiness and audit requirements
  • Increased automation and operational efficiency
  • Strong stakeholder and partner satisfaction


Language Requirement (Quebec only):
Sans Objet

About TD Bank

TD Securities offers a range of advisory and capital market services to its clients. The company's range of services includes research, investment banking, capital markets, and global transaction banking. Research consists of commodity and equity research. Investment banking consists of mergers, acquisitions, industry expertise, and credit origination. Global transaction banking consists of trade finance, cash management, and correspondent banking. TD Securities was founded in 1855 and is based in Ontario.

TD Bank Careers

Join the vibrant team at TD Bank, one of North America's leading financial services organizations, where innovation, leadership, and growth go hand in hand. At TD Bank, we are committed to fostering a culture of diversity and inclusion, making it an ideal place for ambitious professionals to thrive. Work You’ll Do At TD Bank, your professional journey is bolstered by a robust support system. From your first interview to every career milestone, you will find opportunities for growth and leadership. Our team is dedicated to helping you develop the skills necessary for success in the ever-evolving financial sector. TD Bank offers a variety of job opportunities across multiple fields, from customer service to investment banking. Each position at TD Bank is a chance to contribute to our culture of innovation and exceptional client service. Internship Programs Kickstart your career with a TD Bank internship. Our programs provide invaluable industry exposure and hands-on experience, making them a perfect starting point for students and recent graduates eager to make their mark in the banking industry. Interns at TD Bank enjoy the unique opportunity to work alongside seasoned professionals, gaining insights that are crucial for future employment. Benefits and Growth TD Bank is deeply committed to the well-being and continuous growth of our team members. We offer competitive benefits packages that cover health, finance, and family care. Our employees enjoy comprehensive health insurance, retirement plans, and generous paid time off, among other perks. Moreover, TD Bank encourages professional development through various training programs, including leadership development and diversity training. These initiatives ensure that our team remains at the forefront of industry standards and best practices. Join Our Team Explore the numerous career paths available at TD Bank and discover how your skills and interests align with our mission. We are actively hiring and continually looking for talented individuals who are passionate about banking and customer service. Networking and Professional Development At TD Bank, we believe in the power of networking and collaboration. Our employees have access to a wide range of networking events, workshops, and seminars that promote career development and professional growth. These platforms not only enhance your professional skills but also expand your industry connections. Stay Connected Keep up to date with the latest at TD Bank Careers by subscribing to our job alert emails. Tailor your subscription to match your career preferences and get the latest news, insider tips, and job opportunities delivered straight to your inbox. Explore job opportunities at TD Bank and be part of a team that values hard work, creativity, and a diverse workplace culture. Your next great career move is just a click away. SEARCH TD BANK JOBS Join us at TD Bank and let your ambition lead you to a rewarding career filled with opportunities to learn, grow, and innovate.
Learn more about TD Bank
Size
90,000 employees
Market Cap
$117.9 billion
Industry
Finance & Insurance
Net Income
-$6.9 million
5 Year Trend
+6.6%
* Ladders Estimates

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