Network Operations Analyst Iv [Td Bank]

Company Overview

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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.

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

• 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.
• Engage with wider operational teams like EES/OCG and other support areas on an ongoing basis.
• Manage chronic, repeat and aging incidents with proper internal/external escalations.
• Support the incident, change and problem management processes.
• Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos.
• Collaborate strongly with the Shift leader to manage the queue, work intake as well as delivery.
• Escalations with internal TD teams and 3rd party vendors.
• Help develop team members, provide effective feedback and recognition when needed
• Other duties as required.
• Help assess training needs, process gaps and improvement suggestions, automation opportunities and effectively communicate upwards to the Shift leader and Manager as required
• 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.
• 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.
• Assess impact and potential impact/risk and report to the shift leader/Manager very promptly when significant issues occur
• Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services.
• Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Shift Leader.
• Engage in high priority incidents (P2's) or incident calls and provide support.
• Explore new automation opportunities for any repeated tasks to reduce human touch.

Requirements

The Successful Candidate Must Possess The Following

• 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 routers/switches, Firewall, Load Balancers, WiFi) including an excellent understanding of telecommunications concepts and Telco connectivity.
• Hands-on experience with Cisco ACI, Palo Alto Firewalls, F5 Load balancers, Aruba or Cisco WiFi, VMware NSX is a definite asset for this position.
• Strong understanding of Switching and Routing – Cisco Catalyst Switches, Cisco Nexus 2k/5k/7k/9k, SDWAN (Cisco/Viptela/Aruba Silverpeak), DMVPN.
• Proficient in executing diagnostic techniques with a sound foundation of monitoring tools which include Tivoli ITNM, Vitalnet, SevOne, QIP, Netscout and Riverbed.
• Sound second level problem determination and problem source identification skills with regards to the various network technologies utilized within TD globally.
• Strong team player, self-motivated, highly organized and able to multi-task in a fast paced, dynamic environment.

Specific Educational Requirements / Accreditations

• Technology Degree/Diploma or equivalent work experience.
• CCNA certified with minimum of 5 years work experience in Network Operations/Production environment, or
• CCNP certified with minimum of 3 years work experience in Network Operations/Production environment.
• CCDP and ITIL certifications are a definite asset to this position.

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

Additional Information

Join in on what others in TD Technology Solutions are doing:

• Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.
• Learn voraciously, stretch your thinking,

Hours37.5Inclusiveness

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. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.