Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$108,800 - $163,200 CAD

This role is eligible for a discretionary variable compensation award that considers business and individual performance.

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

KEY ACCOUNTABILITIES

CUSTOMER

Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plansManage the operations/ support/management of products/systems/ applications/services for a range of clients to support them in meeting business objectives/ goals.Manage key relationships with both delivery teams and partners and hold regular service delivery reviews that promote continuous service improvementDrive and manage a highly effective controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resources)Work with clients to prepare comprehensive IT solutions that meet/ exceed client objectives for new and existing systems / applicationsPartner with delivery teams to schedule test cycles and deployments in a timely mannerEnsure scheduled changes take place with proper testing, monitoring and implementation and with little or no adverse impact to the businessWork with technology partners to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirementsUnderstand baseline support costs (people, infrastructure, application) and work to drive down the cost of the supported servicesOversee the integration of all systems, projects and technical interfaces to ensure a high level of service and support to the client and efficient system operationLead effort to test, debug, and performance analyze and document environment componentsMay conduct/oversee IT planning with internal clients, prioritize activities and allocate resources consistent with business strategy and objectivesNegotiate and document project deliverables, timelines, project charters / costing, roles, responsibilities and critical milestones and communicate project status and provide timely escalation of issues to ensure project objectives are metIn partnership with other team members, ensure a close relationship is maintained with clients, in order to keep informed of their business needs and directionMeasure the level of service to customers/clients, analyze trends, and determine appropriate actions where applicableIdentify vendors/ TD areas able to provide IT related services and partner with clients in developing business cases, RFI / RFP, etc. consistent with business requirements and guidelinesManage day-to-day vendor relationships; ensure timely/accurate communication and resolution of issuesAct as an integrator of solutions, provide flexibility, and ensure a good understanding of technology choices by offering and negotiating options with the clientsProvide insight, information and recommendations on industry trends and promote/develop IT awareness and technical understanding of business partners / clientsPartner closely with core infrastructure teams to provide highly resilient and fully engaged support model that encompasses end to end operational support, including storage, networks, security and computer operationsConsistently strive for timely resolution of production issues while meeting business requirements and service level expectationsProvide 4th level support for production incidents and provide single point of contact for business communications related to production incidents, escalate as requiredProvide support for developing the internal metrics reports and establishing and monitoring service delivery and SLAs

SHAREHOLDER

Measure and monitor the level of service, analyze trends, agree on service target levels, and determine appropriate actionsMay monitor and coordinate operating schedules / priorities for all application related incidents to ensure operations are effectively and efficiently supported and maintained.Ensure operational, reputational, and proprietary risks are minimized and focus on process improvementEnsures operations training materials and documentation are kept up to date and used throughout the teamFollow process management discipline for change management of all systems managedMaintain effective dialogue with regulatory bodies and standards organizationsEnsure compliance with well-defined enterprise technology delivery practices and standards and project management disciplinesSupport / develop sound business cases with an on-going focus on reusability, scalability, innovation, and enterprise-wide solutionsEstablish project teams and ensure agreed deliverables are communicated and delivered within time, budget and quality parametersEnsure all testing, quality assurance and post-implementation reviews are conducted against critical success factors, per the project plan and objectivesContinuously improve timeliness of delivery while balancing quality and price of solutions / services offeredMay manage appropriate recovery of costs to ensure effective cost management within own area and may develop / manage budgets for IT related activitiesEnsure compliance with IT Disaster Recovery Plan (DRP) and the department’s Business Recovery Plan (BRP)Continuously enhance knowledge/expertise in own area and keep current with industry and/or business trends

EMPLOYEE / TEAM

Responsible for management of the overall team providing both leadership and technical guidance; set targets and objectives for the team, and deliver resultsGrow team expertise to align with enterprise demand and the Bank's business / technology direction; assess team skills and capabilities and continually look for ways to provide and enhance value deliveredFoster an environment / culture that encourages productivity, innovation, process improvement, teamwork and a high level of professionalismCo-ordinate necessary resources to ensure completion by deadlinesProvide coaching, development, succession, recruitment, resource management and overall team leadership for team members and provide regular input into team members’ assessment of performance and development plansPrioritize and manage own workload in order to deliver quality results and meet timelinesIdentify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or teamEstablish effective relationships across multiple business and technology partners, program and project managers

BREADTH & DEPTH

Responsible for managing multiple, broad and highly complex teams and/or projects which are diverse in scopeSets direction at an operational level, works autonomously in the management of the unit and collaborates with other business heads to establish and execute on common goalsDirects/manages large-scale applications/systems / projects across multiple product lines/businesses, involving significant scope and complexityDirects/manages a large group (e.g., up to 50) of IT professionalsUnderstands strategic direction (including financials) and champions alliances to benefit the Bank, advocates for operational improvements to enhance value to the organizationDirects the development of resolutions, plans and strategies for operational advancementKey contact internally and externallyReports to an Executive

EXPERIENCE & EDUCATION

Undergraduate degree or Technical CertificateGraduate degree, preferred10+ years relevant experienceITIL certification, preferredTechnical experience in one or more technologies like Pega, Azure, SAS, Mainframe, Webservices, API, Databases, Windows, Java, Linux, etc.Technical experience of relational database design concepts and best practicesTechnical experience of disaster recovery and business continuity planningTechnical experience of application architecture, interface and high availability conceptsStrong understanding of SDLC. i.e. Agile and WaterfallSubject Matter expertise in ITSM. i.e. Incident Management, Problem Management & Change ManagementTechnical experience of cloud infrastructure and microservicesTechnical experience of Windows and Linux ClusteringTechnical experience of monitoring tools like SPLUNK, DataDog, DynatraceStrong understanding of ServiceNowBasic understanding of automation toolsStrong subject matter expertise, as you prepare to provide clients, team, and/or project team with technical guidance and assist with highly complex troubleshooting/problem resolution.Strong interpersonal communication skills to work effectively with vendors/stakeholders to fulfill support requirements.Experience in identifying process gaps and implementing process changes.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
 

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process 
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet