IT Operations Analyst IV in London

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 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.

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.