Sr. IT Ops Analyst (Azure Public Cloud Operations)

TD•Toronto, ON

1d•CA$81,600 - CA$115,200•Onsite

About The Position

TD is seeking an IT Ops Analyst with a focus on Azure Public Cloud Operations. This role involves 24/7 on-call support, ensuring the quality, performance, and availability of Public Cloud services. The successful candidate will be responsible for DEV to PROD environmental Cloud PaaS/IaaS support and processes, providing operational support for platforms and infrastructure hosted on TD's Public Cloud. The role requires familiarity with ITIL processes and availability for off-hours escalated support. Responsibilities include planning, communication, and reporting of ticket metrics, Level 2 support of Cloud infrastructure, managing major incidents, ensuring customer satisfaction, overseeing complex maintenance tasks, driving root cause analysis, creating support documentation, overseeing vendor service delivery, and providing operational consultancy for future-state technologies. The role also requires prioritizing activities to align with compliance, regulatory requirements, and business objectives, and staying informed of technology solutions and IT direction.

Requirements

Demonstrated ability to learn new technologies and processes, resolve incidents, and solve problems by collaborating with others.
Familiarity with ITIL processes (change, incident, and problem management).
Availability for off-hours escalated support.
Strong to expert knowledge of supporting Azure Public Cloud (GCP knowledge also a benefit).
Thorough problem determination skills to troubleshoot and resolve business application issues.
Knowledge of, and experience supporting Azure services such as (but not limited to) Azure Databricks, Azure Data Factory, Azure Machine Learning, Azure Kubernetes, Azure Synapse, ASE/ASP, RHEL/Windows VMs, etc.
Familiar with tools such as Jenkins, Nexus, XLR, XLD, GitHub, etc.
DevOps and Agile understanding.
Working knowledge of LAN and WAN technology.
Knowledge of middleware which may be deployed to a Cloud environment such as Jboss, Tomcat, NodeJS, and monitoring tools (Datadog, Dynatrace, etc.).
Comfortable with working in a rapidly changing, technically complex environment.
Knowledge of scripting languages and tools such as Python, JavaScript, Powershell, Bash.
Understanding of config management technologies such as Salt.
Solid understanding of incident, change, and problem management methodologies.
Solid experience in a large, high-performance production environment.

Nice To Haves

GCP knowledge

Responsibilities

24/7 On-call support for Azure Public Cloud Operations.
Responsible for DEV to PROD environmental Cloud PaaS/IaaS support and processes to ensure quality, performance, and availability of Public Cloud services.
Providing operational support for platforms and infrastructure hosted on TD's Public Cloud.
Providing planning, communication, and reporting of day-to-day ticket metrics and longer term tactical objectives.
Level 2 support of TD business line Cloud infrastructure including PaaS/IaaS/Containers across all production and test environments.
Manage non-standard/complex P1, P2 (major incidents), P3, and P4 incidents and service requests.
Ensure customer service satisfaction and enable continuous improvements.
Oversee higher complexity operational and preventive maintenance tasks.
Manage complex remedial and unscheduled urgent changes.
Able to be accessible via mobile device to support on-call rotation.
Drive root cause analysis on repeatable incidents to help prevent issues in the future.
Creation of support documentation and scripts.
Oversee vendor’s service delivery and escalation.
Provide operational consultancy for future-state technologies.
Prioritize activities to align with compliance, regulatory requirements, and business objectives.
Keep informed of technology solutions initiatives and IT direction to provide strong support to the businesses.