IT Support Analyst, Personal and Business Banking
Description
This role is responsible for providing 24x7 "Run the Bank" (RTB) support for Personal & Business Banking applications across a global environment. Key duties include ensuring IT system availability and performance, adhering to ITIL processes for incident and change management, monitoring batch operations, resolving and escalating issues, proactively identifying improvements, and performing scheduled activities like disaster recovery testing. The role requires collaboration within a team and adherence to company standards and policies.
What We're Looking For
Provide application support to ensure IT system's availability, reliability, and performance.
Adhere to ITIL processes for service request, incident, change, problem, and knowledge management.
Proactive monitoring of Canadian end-of-day batch in distributed & mainframe environments.
Perform Start-of-day and end-of-day checks.
Resolve ServiceNow incidents and escalate L3 support issues.
Implement effective problem management for recurring issues.
Attend to changes/releases in a timely manner.
Proactively review the IT environment for gaps and identify efficiency opportunities.
Perform scheduled activities (DR testing, user attestations, control audit remediation).
Update knowledge-based articles and conduct trainings.
Work effectively as a team, supporting members and providing client services.
Support a positive work environment and ensure timely communication.
Provide after-hours support if required.
Adhere to TD's standards & policies and follow disaster & business recovery plans.
Ideal Candidate
Tertiary education preferred.
ITIL V3/V4 certification preferred.
Minimum Education
Tertiary education (preferred)
Hard Skills
Soft Skills
Work Hours
40 hours/week, 12x7 support model with shifts (8:30 AM to 5:30 PM or 12:30 PM to 9:30 PM, 8 hrs work with 1 hr lunch break) including weekends & public holidays with weekly comp-offs.
Benefits
Special Commitments
Must be willing to work in shifts including weekends and public holidays with weekly compensatory offs. Requires providing after-hours support if needed.
About the Company
The Toronto-Dominion Bank
The Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Group, one of the largest banks in North America. TD provides a wide range of personal, commercial, and investment banking products and services to over 27 million customers globally. Headquartered in Toronto, Canada, the bank operates through key segments including Canadian Retail, U.S. Retail, and Wholesale Banking.
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