Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$76,800 - $115,200 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:

Information Technology Solutions ("ITS") is part of the TD Bank Group, one of Canada's largest financial institutions. ITS designs, delivers and maintains available, adaptable, secure, and cost-effective infrastructure-based technology services to TD and supports the bank’s vision and strategy to be the best-run, most integrated, customer-focused, financial institution in areas where the Bank competes.

The Employee Enablement – Enterprise Mobility team within ITS is responsible for delivering mobile device solutions and capabilities in support of Enterprise employees.

Reporting to the Manager of Enterprise Mobility, the Sr IT Operations Analyst is responsible for the management, support and operations of TD Corporate Liable and Bring Your Own Device (BYOD) solutions. In this role, the successful candidate be a part of the banks 3rd level operations team providing support and maintenance of end user support, critical IT infrastructure, designing and deploying new capabilities and ensuring overall infrastructure stability.

Mobility accountabilities:

• Mobile Device Management (MDM) experience for Android and iOS
• Designing and configuring use cases
• BYOD and corporate device configuration and mobile device enrollments
• Mobile applications deployment experience
• Day to day operations and management of mobile platform and technologies (Samsung S24&25, Pixel8&9, iPads, Android and iOS)
• Escalated 3rd level support for Movius (voice/SMS recording platform)
• Escalated support for all Mobility services and vendor engagement to implement solutions in timely manner
• Root Cause Analysis for problems escalated
• Lower environment configuration and testing for Prod implementations
• After hours change records to support business, currency, security and ongoing product improvement.
• Support for Corp Android and Corp iPad within UEM/BES
• Documentation review and creation for Changes.
• Address P3/P4 Incidents as needed for escalation
• Intune support business, currency, security and ongoing upkeep
• After hours on-call rotation for operational and incident support
• Work with BlackBerry, Microsoft and Movius vendors on: Ticket/case creation and follow up in relation to support issues encountered as needed
• Escalated assistance for regional support teams with the following: any end user incidents or advice and consultation on support
• Assist Management with any special requests / mobility initiatives.
• Provide ongoing testing on all hardware for new OS version (iOS and Android OS version updates), new software (ie Blackberry Dynamics) and new hardware standards and certifications.
• Maintain currency of infrastructure components
• Coordination with other support teams as needed
• Participate in the development of the platform roadmap to enhance existing offerings and improve overall end-user experience
• Ensure the consistency and maintainability of existing solutions by creating, maintaining, and enforcing standards
• Assist Mobility Infrastructure team with validations and ad-hoc assistance as needed by Mobility end user support
• Assessing new requests for custom-built apps and enabling existing public apps
• Collaborating with Technology teams and control partners to assess solutions, test and release new
  apps
• Ensuring the TD Apps platform is kept up-to-date with security certificates working with CDN mobile S/W engineering team
• Developing a roadmap of New and Updates to existing mobile apps
• Assisting with creation of access management and app publishing standards
• Triaging and responding to ad-hoc requests
• Engaging platform vendor support where needed
• Assist with ad-hoc reporting requirements from MDM/MAM platforms for MoR and other KPI metrics for management
• Regular input to management for MoR accomplishments and weekly incident awareness

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 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

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

• 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

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate
• 5-7 years relevant experience
• In depth understanding of Mobile OS and mobile device management, Android and iOS/ipadOS
• Excellent knowledge of Microsoft Intune endpoint management service (MAM and MDM)
• Experience with designing and implementing mobile endpoint use cases: ie. user assigned, kiosk managed, BYOD, corporate issued mobile devices
• Experience with mobile device and application security policy management and development
• Knowledge of SDK's for applications
• Experience with app configuration policies
• Expert knowledge of mobile zero trust principles and security measures for mobile OS
• Knowledge of Microsoft Azure services and platform
• Extensive experience with more than one mobile management platforms
• In depth knowledge of mobile VPN services with deployment experience
• Expert knowledge of mobile security
• Extensive experience with mobile device and application management via other industry standards Endpoint management services
• Ability to repair/rebuild UEM and BES servers
• Excellent troubleshooting skills and Blackberry design knowledge, and ability to participate with design questions
• Ability to UEM log files to identify application issues.
• Working understanding of network, DNS, email data flow.
• Windows Server working understanding and Windows OS knowledge.
• Excellent interpersonal, communication and team collaboration skills
• Critical thinker with ability to work as a team member and independent work assignments efficiently and timely
• Knowledge of the Agile framework

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet