IT Operations Analyst IV

TD•Toronto, ON

21h•Onsite

About The Position

This role is responsible for supporting customer service applications and systems, ensuring they meet or exceed established standards for operational availability and minimize operational risk. The analyst will partner with stakeholders to schedule packaging and release new applications, aiming to reduce change execution times. A key focus is on improving the stability of the production environment through proactive monitoring and maintenance. The position involves providing day-to-day support, accurate problem identification, and timely resolution of production issues and incidents, while prioritizing client satisfaction. Effective incident management, including communication during service outages, is crucial. The role also requires timely notification and escalation of potential issues, project status communication, and delivering defect-free support. This includes researching system issues, overseeing recommendations, and maintaining documentation. The analyst will interact with clients to provide quality service, support the design and integration of application requirements, and identify/address application and data issues. They will also consult with other functional areas to provide technical expertise and act as a reference for technology, trends, and processes. Responsibilities may extend to supporting infrastructure evolution, deploying new technologies, optimizing the operational environment, and potentially deploying base infrastructure components like servers, operating systems, and middleware. Involvement in application deployment and asset procurement may also be part of the role. The analyst will provide technical support, including on-call duties, for designated hardware, software, or applications to maintain service levels. They will schedule and implement changes following approved procedures, ensuring proper testing, stakeholder signoff, and monitoring. Responding to information requests and assisting project teams with evaluating approaches are also key. Developing relationships with third-party vendors for support requirements is expected.

Requirements

Undergraduate degree or Technical Certificate
3-5 years relevant experience

Nice To Haves

Applications/systems are moderate to highly complex and performed under minimal management supervision.
Actively involved in resolving client applications issues.
May support the installation, configuration, upgrade of business applications/systems 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.

Responsibilities

Support customer service applications/systems and ensure operational availability 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 the 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.
Effectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholders.
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, hardware, 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.
May support the design, review, and integration of 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.
Participate in projects aimed at evolving the base infrastructure, deploying new technologies, or optimizing the operational environment.
May deploy base infrastructure components such as servers, operating systems and middleware for all environments.
May be involved in the deployment of applications, either “off the shelf” or in-house developed, and in the procurement of supported assets.
May maintain base infrastructure components current and defect free and liaise with 3rd party vendor to report problems and receive fixes.
Provide technical support, including on-call support, for a suite of designated hardware, software or applications to ensure service levels are maintained.
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.
Respond to requests for information and assist project teams in evaluating alternate approaches.
May develop a working relationship with 3rd party vendors as required to fulfill support requirements.
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 used.
Assist in the maintenance of secure computing facilities and technical infrastructure/architecture to support clients and applications as appropriate.
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.
Comply with well-defined enterprise technology delivery practices and standards and project management disciplines.
Make effective use of the cost management processes in place in own unit.
Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery.
Keep current with industry and/or business trends.
May perform testing according to test plans, monitor and report on results, and work with others on problem resolution.
As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines.
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.
Perform work on all aspects of the application/system support.
May act as a reference for team members or clients.
Perform problem determination including data gathering and analysis.
Generally reports to a Manager or Senior Manager.