Network Operations Analyst IV

About the role

Work Location: Barrie, Ontario, Canada Hours: 37.5 Line of Business: Technology Solutions Pay Details: $69,700 - $98,400 CAD 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: Department Overview Operations Support Group (Network Operations) is a 7/24 Service Availability (Dual Site Coverage) department responsible for providing frontline support of TD's network environment. The primary focus of the team is reacting to any/all anomalies that are presented through a variety of monitoring tools for the Bank's mission critical network. We are looking for self-motivated and focused individuals who enjoy a fast-paced environment requiring attention to detail. Schedule Rotating 12-hour shift schedule (7 days a week/24 hours a day) i.e. 2 shifts (7am-7pm ET) & (7pm-7am ET). Candidate must be available onsite to do both shifts as per rotation/shift schedule. Work Location 740 Progress Ave, Scarborough, Ontario M1H 2X3 Job Description/Accountabilities An IT Operations Analyst IV within Network Operations Support Group is responsible for providing senior level support of the TD Bank Group network infrastructure. This includes BRP capabilities, incident management and support of all components associated with these environments. Areas of support include the LAN, MAN, WAN, RLAN, Wireless, Firewall, Load balancer and Optical solutions. Accountabilities will include, but not limited to, following: Manage day to day deliverables during the shift, under the overall direction of the NOC Shift Leader. The primary accountability of this position is to ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations to the Shift Lead/Manager positions as needed. Engage other teams or escalate to L2/L3 teams as necessary. Smooth takeover of work as well as well documented and smooth hand over is part of the accountability. Provide strong technical support while ensuring that NOC processes and procedures are followed properly by the team that they are the part of. This includes proper use of automation, following proper remediation procedures, high quality ticket and vendor issue updates, handover documentation, etc. Collaborate strongly with the Shift leader to manage the queue, work intake as well as delivery. Engage in high priority incidents (P2's) or incident calls and provide support. Engage with wider operational teams like EES/OCG and other support areas on an ongoing basis. Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Shift Leader. Support the incident, change and problem management processes. Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services. Help develop team members, provide effective feedback and recognition when needed Help assess training needs, process gaps and improvement suggestions, automation opportunities and effectively communicate upwards to the Shift leader and Manager as required Assess impact and potential impact/risk and report to the shift leader/Manager very promptly when significant issues occur Escalations with internal TD teams and 3rd party vendors. Manage chronic, repeat and aging incidents with proper internal/external escalations. Create MoPs and how-to docs for better support and training of new and junior team members. Also, peer review such documentation created by other team members and provide suggestions for improvement. Explore new automation opportunities for any repeated tasks to reduce human touch. Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos. Other duties as required. Other Qualifications / Skills / Experience The successful candidate must possess the following: Strong team player, self-motivated, highly organized and able to multi-task in a fast paced, dynamic environment. Strong communication skills, both verbal and written, are essential in order to interact with support groups, clients and vendors. Experience and a sound understanding of network environments (TCP/IP, Cisco & Aruba routers/switches, Arista switches, Firewall, Load Balancers, WiFi) including an excellent understanding of telecommunications concepts and Telco connectivity. Strong unde

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