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IT Operations Analyst IV

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TD

Dec 9, 2024

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
  • Barrie
  • Quick Apply

AI generated summary

  • You must be a team player with strong communication skills, have network experience (TCP/IP, Cisco), CCNA or CCNP certification, and proficiency in diagnostic tools.
  • You will manage daily deliverables, provide technical support, handle incidents, prioritize queues, collaborate with teams, and develop team members while ensuring efficient handovers and process adherence.

Requirements

  • The successful candidate must possess the following:
  • 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 routers/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/Viptela/Aruba Silverpeak), DMVPN.
  • 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.
  • Proficient in executing diagnostic techniques with a sound foundation of monitoring tools which include Tivoli ITNM, SevOne, VitalQIP, ExtraHop, ThousandEyes.
  • Sound second level problem determination and problem source identification skills with regards to the various network technologies utilized within TD globally.
  • Specific Educational Requirements / Accreditations
  • 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.
  • 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. The primary accountability of this position is to 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. Smooth takeover of work as well as well documented and smooth hand over is part of the accountability.
  • Provide strong technical support while ensuring that NOC processes and procedures are followed properly by the team that they are the part of. This includes proper use of automation, following proper remediation procedures, high quality ticket and vendor issue updates, handover documentation, etc.
  • 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. Also, peer review such 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.

FAQs

What is the work location for this position?

The work location for this position is Barrie, Ontario, Canada.

What are the hours of work for this role?

The hours of work for this role are 37.5 hours per week.

What is the salary range for this position?

The salary range for this position is between 65,600 - 98,400 CAD.

What type of shifts will I be working in this role?

This role requires a rotating 12-hour shift schedule, covering 7 days a week, with two shifts (7am-7pm ET and 7pm-7am ET).

What are the key responsibilities of the IT Operations Analyst IV?

Key responsibilities include managing day-to-day deliverables, providing technical support, supporting incident management processes, collaborating with operational teams, and developing team members.

What qualifications are required for this role?

Candidates should have a Technology Degree/Diploma or equivalent work experience, and either CCNA certification with a minimum of 5 years' experience or CCNP certification with a minimum of 3 years' experience in Network Operations.

What network technologies should candidates be familiar with?

Candidates should have experience with network environments such as TCP/IP, Cisco routers/switches, Firewalls, Load Balancers, and WiFi, along with a strong understanding of Switching and Routing technologies.

Are there opportunities for professional development and skill growth in this role?

Yes, TD is committed to providing growth opportunities and skill development as defining features of the colleague experience.

Is there a structured training and onboarding process for new hires?

Yes, training and onboarding sessions will be provided to ensure that new hires have everything they need to succeed in their new role.

What is the interview process like for this position?

The interview process typically involves reaching out to candidates of interest to schedule an interview, with efforts made to communicate outcomes to all applicants by email or phone call.

How does TD support work-life balance?

TD supports work-life balance through a total rewards package that includes paid time off, health and well-being benefits, and flexible development opportunities.

What accommodations are available during the interview process?

TD is committed to accessibility and will provide accommodations, such as accessible meeting rooms and captioning for virtual interviews, to help candidates participate throughout the interview process.

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Mission & Purpose

The Toronto-Dominion Bank & its subsidiaries are collectively known as TD Bank Group (TD). TD is the sixth largest bank in North America by branches & serves approximately 22 million customers in a number of locations in key financial centres around the globe. Over 85,000 TD employees represent the strongest team in banking. Delivering legendary customer experiences is who we are & is part of being the Better Bank. Visit our Careers page to learn more about TD & why TD is a great place to work.