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Building a World-Class, Diverse and Inclusive Technology Team at TD
We can't afford to be boring. Neither can you. The scale and scope of what TD does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. TD's technology and business teams become more intertwined as new opportunities present themselves. This new era in banking does not equal boring. Not at TD, anyway.
TD Enterprise Information Management (EIM) group is responsible for the delivery, support and operations of technology data solutions for the Corporate function unit, including distributed and centralized applications. Examples of projects and applications currently serviced by the Information Management team include the Big Data Analytics, Hadoop, ETL and Data warehouse related projects. Our Big Data ecosystem is known as Akora and comprises a significant number of applications and tools. The Technology, Operations and Support organization within EIM includes a group responsible tier 2 applications support in their Production Systems and Support (PSS) group.
There's room to grow in all of it.
About This Role
We are looking for someone to join a team of ambitious technology professionals delivering a wide range of application or system solutions
Main Duties and Responsibilities
Reporting to the Senior Manager, the Akora L2 Application Support Manager, is responsible for supporting various technologies and businesses flows that load, transform and extract data to / from Akora. The role will provide hands-on leadership for the team in Toronto, and collaborate with the team in Singapore to ensure effective 24x7 support for TDs Big Data platforms and applications.
These platforms are capable of processing hundreds of terabytes of data every day. This role is responsible for
Understanding each segments data availability needs
Ensure that SLA targets are met for our batch jobs and service / requests tickets
TD uses Industry best practices such as ITIL, Six Sigma, etc. in its day to day operation processes. This is role is responsible for ensuring proper roll out and followership of these processes and contribute to the continuous improvement of those operations as well.
Build or lead a local team of passionate, intelligent and committed support professionals to continue to provide highly available enterprise class support for Akora and it's users
Drive simplification of core processes where feasible and scale up service efficiencies.
Champion automation of requests tasks and routine application centric issues. There by, challenge status quo and lead a high-performance team.
Engage with Segment technology managers, build a relationship and improve the service.
Capture compile and analysis ServiceNow tickets handled by the L2 support team. Thereby share recommendations for improvement.
Meaningful work is fueled by meaningful performance and career development conversations with your manager. Here's some of what you may be asked to perform:
Collaborate with various support teams and drive support solutions and efforts.
Ensuring that the root causes of incidents are being determined and reported
Coordinate with relevant stakeholders to support on-going focus on reusability, scalability, innovation and enterprise-wide incident and problem management.
Be the point of escalation for business users.
Participate and lead major application incident resolution activities
What can you bring to TD? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:
Degree/Major/Certificate in Computer Science, Information Systems, Technology, or relevant experience
10+ years of technical application support knowledge and experience
5+ years of people manager/ leadership experience
Deep passion for Support and Operations as a career
Knowledge of the TD business, technology standards, and projects an asset
Big Data experience with history and knowledge of Linux, Java, Python, Cloudera, Hadoop – Good to have (Not mandatory)
Strong understanding of auditing processes, practices, standards, and techniques an asset
Excellent written and verbal communication skills, both business and technical
Adept at engaging stakeholders and managing their needs and expectations through regular engagement.
Proven success in problem solving and coming up with strategies and plans for operational improvement
Analytical and critical thinking approach to issue identification and resolution – passion for data and metrics!
Comfortable working with/leading both fulltime and contract staff, onshore management responsibilities
Knowledge of the Atlassian suite of software, ServiceNow and Microsoft SharePoint an asset.
Join in on what others in TD Technology Solutions are doing:
Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.
Communicate and collaborate with both technical and non-technical professionals.
Cultivate winning relationships by building trust with business and technology partners.
Share our commitment to productivity, effectiveness and operational efficiency.
Embrace change and witness amazing things happen.
Make your mark. Join a dynamic team. Explore new ideas. This is your opportunity to impact the future of banking technology in areas and ways you've never imagined (at a bank)! Visit techjobs.td.com to learn more.
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
IT Application Support
Job Category - Primary
310-320 Front Street West Corporate