IT Support Analyst - Home Based

Technology Solutions

59,500 - $84,000 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. As scope of coverage is between 9 AM to 9 PM EST including weekends & public holidays, willingness to work in shifts when required is mandatory.

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
Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; communicate project status and provide timely escalation of issues to ensure project objectives are met
Deliver effective and defect-free support (application, operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
Schedule changes to supported components in accordance with the approved change management procedures; May develop a working relationship with 3rd party vendors as required to fulfill support requirements
Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance
Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues
communicate to clients during service outages
Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system
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
Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; Follow standards, policies, and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools, and techniques that can contribute to effective solution development/delivery
May perform testing according to test plans, monitor and report on results, and work with others on problem resolution
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
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. Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.
We do our best to communicate outcomes to all applicants by email or phone call.
Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
Language Requirement (Quebec only):