TD Bank Group
Headquartered in Toronto, Canada, with ~95,000 employees around the world, the Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Group (TD). 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
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. The Toronto-Dominion Bank trades on the Toronto and New York stock exchanges under the symbol "TD".
Job Overview:
By joining the team, you will get exposure to various in-house and vendor applications used in Canadian retail banking space specific to Personal & Business Banking portfolios. You will get an opportunity to work on several latest technologies and cloud platforms as well as legacy systems built on mainframe for CORE banking. We welcome candidates with some support experience in these platforms and are happy to provide on the job training.
Responsibilities:
- Provide Follow-The-Sun support for Personal, Business Banking & Cards portfolios adhering to ITIL process for incident, change, problem & knowledge management
- Proactively monitor Canadian end of day batch in both distributed & mainframe environments, log incidents in ServiceNow and resolve or escalate to L3 to resolve
- Monitor ServiceNow queue, ensure team picks up items within SLA and follows protocol.
- Help team when working on incidents or with engaging Infra L3/Infra teams in calls.
- Manage shift rota and ensure resource availability throughout the week
- Facilitate calls with L3 to speed up resolution of problem records to reduce incidents
- Assign change tasks on time and ensure team reviews & actions per plan
- Identify opportunities to reduce manual work and drive efficiencies
- Monitor progress of critical incidents and provide timely management updates
- Always adhere to TD's standards and policies & follow disaster and business recovery plan
Job Requirements:
- Tertiary education & preferably with ITIL V3/V4 certification.
- 3-6 years of application support experience with an understanding of infrastructure
- Have a deep understanding of ITSM concepts such as Incident, Problem, Service Request & Change management practices
- Working knowledge in UNIX, Windows, CA-7 & Autosys. IBM Mainframe knowledge is nice to have, but the candidate can be trained in Mainframe
- Work independently / as a team player as the situation demands and with minimal supervision, attend occasional off-shift calls and flexible with schedule
- Follow standards and protocols defined without deviation
- Due to the need for interactions with colleagues in North America, the working hours will be 8.30 AM - 5.30 PM / 12.30 PM - 9.30 PM with an hour of break, 12 X 7 coverage including public holidays, with weekly time offs. Hybrid working arrangements are available as well.
Inclusiveness:
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 and creating an environment where every employee has the opportunity to reach their potential.