Sr. IT Ops Analyst

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$81,600 - $115,200 CAD

This role is eligible for a discretionary variable compensation award that considers business and individual performance.

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:

Provides broad range of operational service / support which may include environment management, maintenance, monitoring, performance and incident management and/or production support activities to enable technology for own area of specialization.

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

• 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 escalate 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

• 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

• Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others
• Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution
• Leads the support of highly complex and/or comprehensive applications/systems and/or business lines
• Identifies root causes and implements targeted and controlled remediation plans
• May support the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders
• Reviews, participates and implements procedures
• Researches industry standards, best practices and new innovations in technology and makes recommendations
• Generally reports to a Manager or Senior Manager

• Undergraduate degree or Technical Certificate
• 5-7 years relevant experience

•

, with the ability to develop scripts for operational automation, data analysis, reconciliation, health checks, reporting, and production-support improvements.

• Strong experience providing

for critical applications, data platforms, batch processes, ingestion pipelines, ETL workloads, and downstream data delivery in a 24x7 environment.

• Strong working knowledge of Azure Data Factory, Azure Synapse Analytics, Azure Data Lake Storage, Azure SQL, and cloud-based data-processing architectures .
• Ability to conduct end-to-end technical investigation across source systems, file transfer, ingestion, orchestration, Databricks, Synapse, databases, curated data, and downstream consumption layers.
• Demonstrated ability to diagnose failed and long-running jobs, missing files, schema mismatches, data-quality issues, path and permission errors, connectivity failures, cluster problems, scheduling conflicts, and monitoring defects.
• Strong knowledge of

, including Incident, Major Incident, Problem, Change, Service Request, Knowledge, and Data Concerns Management.

• Ability to lead incident recovery, assess production impact, identify SLA and regulatory exposure, coordinate technical teams, validate recovery, and maintain accurate operational and executive communications.
• Experience using operational metrics and FinOps information to identify trends, recurring failures, automation opportunities, compute inefficiencies, storage and data-movement costs, and measurable cost-optimization opportunities.
• Ability to create and maintain production runbooks, support inventories, troubleshooting guides, escalation procedures, shift handovers, known-error documentation, dashboards, and executive-ready operational reporting.

• Demonstrates a highly assertive and outcome-driven working style

, constructively challenging incomplete responses, unclear ownership, weak remediation plans, and missed commitments.

• Remains composed, credible, and decisive under significant pressure, including direct questioning or challenge from senior executives, and can confidently defend recommendations using facts and technical evidence.
• Demonstrates the professional courage to

, while remaining respectful, open to new evidence, and focused on achieving the correct operational outcome.

• Identifies and escalates risks, issues, control gaps, and production concerns quickly, clearly communicating the impact, urgency, accountable owner, required action, and leadership support needed.
• Takes end-to-end ownership of incidents, risks, initiatives, and operational improvements, seeing items through to resolution with

.

• Operates effectively in situations where processes, requirements, ownership, or technical information are incomplete, evolving, or not clearly structured.
• Demonstrates the ability to

, separate facts from assumptions, identify priorities, define actionable next steps, establish ownership, and drive work to completion with minimal hand-holding.

• Strong communicator and influencer who can translate technical complexity into clear business impact, align cross-functional teams without direct authority, manage competing priorities, and deliver reliable outcomes in a fast-paced production environment.