Enterprise Infrastructure Technology Operations (EITO) has full accountability of providing on-going 7x24 supports for all data centre infrastructure and associated applications across North America. EITO interfaces with Infrastructure Technology Solutions (ITS) areas including Architecture, Engineering, Business Management & Strategic Programs, Employee Technology and Network Services as well as CIO groups such as Corporate Office, TDCT, Wealth, Wholesale Banking, TD Insurance General Insurance (TDIGI) and U.S. businesses. EITO also provides support to other technical support groups and external providers of service to ensure all changes meet standards for availability.
This role will be reporting into EITO as a Senior IT Specialist with a primary goal of ensuring on-going stability of Application and Infrastructure environments following a major service disruption. Additionally, they will be accountable for ongoing stability of the overall Application and Infrastructure environments.
Job Description / Accountabilities
We are currently seeking a Senior IT Specialist that will be called upon to bridge the gap between restoration of services, following a major service interruption, and identification of root cause. This individual will be accountable for managing work streams that are established following a major incident, tracking, prioritizing, and reporting on identified actions and other contributing factors that are tied to root cause efforts. This individual will be closely entwined with Enterprise Problem Management process and team.
Senior IT Availability Rep will be responsible for:
Managing work streams that are established following a major incident
Coordinating, tracking, prioritizing, and reporting on identified actions and other contributing factors that are tied to root cause efforts.
Interaction with TS and ITS Senior Management and Executives on efforts underway following service restoration up until when root cause is identified
Central point of contact for status updates following service restoration up until when root cause is identified
Have a problem based approach when dealing with multiple time sensitive tasks and ensuring delivery of short term resolution.
Accountable for an effective handoff and transition of long term action plans as a result of problems within the environment
Accountable for tracking, reporting and escalating on the delivery of identified short and long term actions that are deemed to be systemic issues in the environment
Devote attention to detail while maintaining focus on strategic initiatives
Ensure timely notification and escalation of issues/problems, options and recommendations driven out of root cause analysis review
Maintaining a strong working relationship with the various Line of Businesses/ ITS Senior Management
Maintaining a strong working relation with Architecture, Engineering, and second level Operations Support teams
Support a positive work environment that promotes and focuses on customer service, quality, innovation and teamwork
Identify and implement process improvements that will improve quality and efficiency of the Enterprise Problem Management process, and other cores processes as required
Develop reports that are repeatable, sustainable and scalable
Other Qualifications / Skills / Experience
· Bachelor's Degree in an IT related discipline with at least eight (8)+ years of related work experience, or in lieu of a Bachelor's Degree, at least ten (10) or more years of related work experience.
Strong understanding of Data Centre Infrastructure across a multitude of technology platforms
Proven track record of managing the resolution of complex issues within a technology environment
Proven track record of delivering results ensuring operational, reputational, and proprietary risks are minimized
Excellent analytical, verbal, written and interpersonal communication skills
Ability to translate technical details into a strong business message for senior level executives
Strong experience with Service Management , specifically with Availability, Change, Incident and Problem Management process
ITIL Certification is a must
Highly motivated individual that demonstrates strong delivery management skills
Strong organizational skills, with the ability to work in a fast paced environment
Strong customer orientation and a professional approach with the ability to interact with all levels within the organization
Proficient in MS Office programs (i.e.: Excel, PowerPoint, Project, Visio)
The successful candidate will have a breadth of IT and Business experience
Promote and support an environment that encourages productivity, innovation, teamwork, and a high level of professionalism
Continuously enhance knowledge/expertise in own area and keep current with industry and/or business trends
Self motivated team player with high energy and ability to work independently as well as within a team
Experience identifying and implementing process improvements
Ability to turn strategy into practical solutions
Specific Educational Requirements / Accreditations
College / University or equivalent work experience
ITIL v3 Certification