IT Operations Analyst IV (US)

TD Bank•Charlotte, NC

3d•Onsite

About The Position

The IT Operations Analyst IV provides a broad range of operational service / support which may include environment management, maintenance, monitoring, performance and incident management and/or production support activities to enable technology for own area of specialization. The role performs work on all aspects of the application/system support, providing effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues. This includes performing controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction. The IT Operations Analyst IV acts as a reference for team members or clients for applications/systems that are moderate to highly complex and performed under minimal management supervision. The role ensures timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution, and communicates project status and provides timely escalation of issues to ensure project objectives are met. The analyst is actively involved in resolving client applications issues and supports the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders. Additionally, the role develops, installs and monitors scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment, and performs problem determination including data gathering and analysis. Ensures post incident/secondary documentation is accurate and complete.

Requirements

Associates degree (with Technical Certification) or work experience equivalent to Bachelor's degree
3+ years' experience
A+, Microsoft, Cisco, TQM, ITIL Certification preferred
1+ years' experience in change management
1+ years of experience coordinating low complexity technology activities/efforts/initiatives
2+ years of intermediate Excel experience
2+ years drafting highly informative communications with customers and management
3+ years' experience in technology support environment

Responsibilities

Provides a broad range of operational service / support which may include environment management, maintenance, monitoring, performance and incident management and/or production support activities to enable technology for own area of specialization.
Performs work on all aspects of the application/system support.
Provides effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; performs controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.
Acts as a reference for team members or clients.
Ensures timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicates project status and provides timely escalation of issues to ensure project objectives are met.
Actively involved in resolving client applications issues.
Supports the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders.
Develops, installs and monitors 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.
Ensures post incident/secondary documentation is accurate and complete.