IT Operations Analyst IV

TD•Toronto, ON

22h•Onsite

About The Position

The Operations Support Group (Network Operations) is a 24/7 Service Availability (Dual Site Coverage) department responsible for providing frontline support of TD’s network environment. The primary focus of the team is reacting to any/all anomalies that are presented through a variety of monitoring tools for the Bank’s mission critical network. We are looking for self-motivated and focused individuals who enjoy a fast-paced environment requiring attention to detail. An IT Operations Analyst IV within Network Operations Support Group is responsible for providing senior level support of the TD Bank Group network infrastructure. This includes BRP capabilities, incident management and support of all components associated with these environments. Areas of support include the LAN, MAN, WAN, RLAN, Wireless, Firewall, Load balancer and Optical solutions.

Requirements

Strong team player, self-motivated, highly organized and able to multi-task in a fast paced, dynamic environment.
Strong communication skills, both verbal and written, are essential in order to interact with support groups, clients and vendors.
Experience and a sound understanding of network environments (TCP/IP, Cisco & Aruba routers/switches, Arista switches, Firewall, Load Balancers, WiFi) including an excellent understanding of telecommunications concepts and Telco connectivity.
Strong understanding of Switching and Routing - Cisco Catalyst/Nexus Switches, SDWAN (Cisco/Aruba Silverpeak).
Proficient in executing diagnostic techniques with a sound foundation of Network tools which include SevOne, NetBrain, Infoblox, ExtraHop, ThousandEyes.
Sound second level problem determination and problem source identification skills with regards to the various network technologies utilized within TD globally.
Technology Degree/Diploma or equivalent work experience.
CCNA certified with minimum of 5 years work experience in Network Operations/Production environment, or CCNP certified with minimum of 3 years work experience in Network Operations/Production environment.

Nice To Haves

Hands-on experience with Cisco ACI, Palo Alto Firewalls, F5 Load balancers, Aruba or Cisco WiFi, VMware NSX is a definite asset for this position.
CCDP and ITIL certifications are a definite asset to this position.

Responsibilities

Manage day to day deliverables during the shift, under the overall direction of the NOC Shift Leader.
Ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations to the Shift Lead/Manager positions as needed.
Engage other teams or escalate to L2/L3 teams as necessary.
Ensure smooth takeover of work as well as well documented and smooth hand over.
Provide strong technical support while ensuring that NOC processes and procedures are followed properly by the team.
Collaborate strongly with the Shift leader to manage the queue, work intake as well as delivery.
Engage in high priority incidents (P2's) or incident calls and provide support.
Engage with wider operational teams like EES/OCG and other support areas on an ongoing basis.
Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Shift Leader.
Support the incident, change and problem management processes.
Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services.
Help develop team members, provide effective feedback and recognition when needed.
Help assess training needs, process gaps and improvement suggestions, automation opportunities and effectively communicate upwards to the Shift leader and Manager as required.
Assess impact and potential impact/risk and report to the shift leader/Manager very promptly when significant issues occur.
Escalations with internal TD teams and 3rd party vendors.
Manage chronic, repeat and aging incidents with proper internal/external escalations.
Create MoPs and how-to docs for better support and training of new and junior team members.
Peer review documentation created by other team members and provide suggestions for improvement.
Explore new automation opportunities for any repeated tasks to reduce human touch.
Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos.
Other duties as required.