Work Location : London, United Kingdom
Hours : 35
Line of Business : Technology Solutions
Pay Details : We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.
Key Accountabilities
Customer
- 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
- Effectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholders
- 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, hardware, 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
- May support the design, review, and integration of 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
- Participate in projects aimed at evolving the base infrastructure, deploying new technologies, or optimizing the operational environment
- May deploy base infrastructure components such as servers, operating systems and middleware for all environments
- May be involved in the deployment of applications, either “off the shelf” or in-house developed, and in the procurement of supported assets
- May maintain base infrastructure components current and defect free and liaise with 3rd party vendor to report problems and receive fixes
- Provide technical support, including on-call support, for a suite of designated hardware, software or applications to ensure service levels are maintained
- 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
- Respond to requests for information and assist project teams in evaluating alternate approaches
- May develop a working relationship with 3rd party vendors as required to fulfill support requirements
Shareholder
- 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
- Assist in the maintenance of secure computing facilities and technical infrastructure/architecture to support clients and applications as appropriate
- Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escrow issues as required
- Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
- 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
Employee / Team
- Work effectively as a team, supporting other members of the team in resolving critical service issues
- Prioritize and manage own workload in order to delivery quality results and meeting 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
Breadth & Depth
- Performs work on all aspects of the application/system support
- May act as a reference for team members or clients
- Applications/systems are moderate to highly complex and performed under minimal management supervision
- Actively involved in resolving client applications issues
- May support the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders
- May develop scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment
- Performs problem determination including data gathering and analysis
- Generally reports to a Manager or Senior Manager
Experience & Education
- Undergraduate degree or Technical Certificate
- 3-5 years relevant experience
Our Total Rewards Package
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary and several other key plans such as health and well-being benefits, including medical coverage, paid time off, career development, and reward and recognition programs.
