Sr. IT Support Analyst

TD Bank

23d ago

Job
Full-time
Senior Level
Dublin

AI generated summary

You must have an undergraduate degree or technical certificate and 5-7 years of relevant experience.
You will resolve incidents, support applications, improve system stability, manage change, communicate with clients, and ensure compliance with standards while optimizing performance and efficiency.

Requirements

- Undergraduate degree or Technical Certificate
- 5-7 years relevant experience

Responsibilities

Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate
Service applications / systems and provide a level of application/ systems/ operational availability that 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 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
Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible
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, 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
Design, review, and integrate 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
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
May develop a working relationship with 3rd party vendors as required to fulfill support requirements
Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria
Develop understanding of technical aspects of project / break-fix development related to the application and provide advice/guidance to Developers and Solution Designers
Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance
Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues
Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages
Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system
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
Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
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
Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others
Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution
Leads the support of highly complex and/or comprehensive applications/systems and/or business lines
Identifies root causes and implements targeted and controlled remediation plans
May administer business applications in co-ordination with appropriate stakeholders
Reviews, participates and implements procedures
Researches industry standards, best practices and new innovations in technology and makes recommendations

FAQs

What is the work location for the Sr. IT Support Analyst position?

The work location for the Sr. IT Support Analyst position is in Dublin, Ireland.

How many hours will I be expected to work per week?

You will be expected to work 35 hours per week.

What kind of experience is required for this role?

The role requires 5-7 years of relevant experience and an undergraduate degree or technical certificate.

What does the job involve in terms of incident management?

The job involves performing incident management (2nd level), providing effective day-to-day production support, and ensuring timely resolution of production issues.

Are there opportunities for career development in this position?

Yes, TD is committed to colleague development, offering regular career and performance conversations, training programs, and mentorship opportunities.

What can I expect from the Total Rewards package at TD?

The Total Rewards package includes a base salary, health and well-being benefits, paid time off, career development opportunities, and reward and recognition programs.

Will there be training provided for this position?

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

Who should I contact if I require accommodations during the recruitment process?

If you require an accommodation for the recruitment or interview process, please let us know, and we will work with you to meet your needs.

What is the focus of the Sr. IT Support Analyst role?

The focus of the Sr. IT Support Analyst role is to provide effective support for applications and systems, improve operational stability, and ensure a high level of service delivery to clients.

Will I be working independently or as part of a team?

You will be expected to work effectively as a team member, supporting other colleagues while also managing your own workload independently.

TD Bank

Finance

Industry

10,001+

Employees

Mission & Purpose

Headquartered in Toronto, Canada, the Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Group (TD). TD had CDN$1.9 trillion in assets on July 31, 2023. TD also ranks among the world’s leading online financial services firms, with more than 16 million active online and mobile customers. TD offers a full range of financial products and services to over 27.5 million customers worldwide through four key business lines: - Canadian Personal and Commercial Banking including TD Canada Trust, Business Banking, and MBNA - U.S. Retail including TD Bank, America’s Most Convenient Bank, TD Auto Finance (U.S.), TD Wealth (U.S.) and TD’s investment in Schwab - Wealth Management & Insurance including TD Wealth (Canada), TD Direct Investing, and TD Insurance - Wholesale Banking including TD Securities and TD Cowen