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IT Support Analyst IV
| Company | TD Bank |
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| Location | Toronto, ON, Canada |
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| Salary | $65600 – $98400 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Mid Level, Senior |
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Requirements
- Undergraduate degree or Technical Certificate
- 3-5 years relevant experience
Responsibilities
- Provides a broad range of systems/application support, research and analysis, administration, performance availability monitoring and management for own area.
- 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.
- 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.
- Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business.
- May develop a working relationship with 3rd party vendors as required to fulfill support requirements.
- Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria.
- Develop understanding of technical aspects of project/break-fix development related to the application and provide advice/guidance to Developers and Solution Designers.
- 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.
- Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages.
- Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system.
Preferred Qualifications
- Neat Video Endpoints (Good to have)
