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IT Manager, NOC Strategic Stability Manager

TD

This is a Contract position in Toronto, ON posted March 30, 2021.

Company Overview

Tell us your story. Don’t go unnoticed. Explain why you’re a winning candidate. Think ”TD” if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive. Carve out a career for yourself. Grow with us. Here’s our story: jobs.td.com

Department Overview

Building a World-Class, Diverse and Inclusive Technology Team at TD

We can’t afford to be boring. Neither can you. The scale and scope of what TD does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. TD’s technology and business teams become more intertwined as new opportunities present themselves. This new era in banking does not equal boring. Not at TD, anyway.

TD IT Operations is home to a team of highly-valued professionals recognized for both their customer-service mindsets and dedication to seamless 24-7 running of our infrastructure technologies. They also manage what we call the implementation and delivery life cycle for IT components across the various technology groups. Component installation, maintenance and decommissioning, operational or help desk support, system performance, capacity and availability monitoring, migration, emerging technology assessment, implementation, release management and deployment support – you name it.

There’s room to grow in all of it.

Job Description

About This Role

We are looking for someone to manage a team of motivated IT professionals who care about client service and deliver IT Operations services, support and solutions. You’ll be immersed in work that matters. As a team leader, you’ll inspire others with the results you deliver.

Meaningful work is fueled by meaningful performance and career development conversations with your manager. Here’s some of what you may be asked to perform:

  • Responsible for identifying NOC opportunities relating to process, automation, training, vendor issues, productivity enhancements, etc. Help find and implement solutions and track until resolved. Produce metrics and present to Sr. Manger on a monthly basis or as needed
  • Identify, track and make strategic improvements at the NOC. Engage with Sr Manager as needed. Report metrics relating to improvements that were accomplished
  • Act as a backup to NOC Floor Manager role as and when needed. Rotational on-call for NOC issues and escalations, including participation in P2’s/managed-P3’s and change implementation. Work closely with Service Availability Manager and act as backup as needed.
  • Conduct meaningful Chronic/Repeat incident analysis at the team level using results to draw conclusions, make recommendations, assess the effectiveness of processes and modify where necessary.
  • Identify, recommend, implement solutions to enhance customer experience, availability, and cost-reduction
  • Help ensure SLO/MTRS and quality of service being delivered is top notch
  • Create and maintain an effective training plan at all times that will help new as well as existing colleagues to come up to speed and stay current

Requirements

What can you bring to TD? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:

  • Manage hiring, onboarding, offboarding and perform attestations and other PM functions
  • Access management, safe upkeep, attestations, OT/time approvals, vacation planning
  • Shift scheduling and ensuring coverage
  • Acts as an escalation point for day-to-day NOC incident and change management.
  • Provide mentoring and coaching to staff as needed
  • Staff training planning, seeking and managing approvals, upkeep of the record of training and Skills matrix at all times
  • Contribute to team development of skills and capabilities through mentorship and by sharing knowledge and experiences and leveraging best practices
  • Productivity management. Participate in personal performance management and development activities, including cross training within the four teams.
  • Prepare and keep current a full training catalog to help onboard new staff and upkeep of existing skills. Organize MOP, SOP, Handbook and cross-skill training and sessions.
  • Acts as a trusted partner to L2 exploring and providing further shift left capabilities to L1 while fostering sustainable positive working environment.
  • Provide support to the Senior Manager regarding team metrics and ensure the highest-level quality, accuracy and consistency with internal reporting.
  • Work within the team and with other partners to explore and identify automation opportunities, recommend strategies and solutions to strengthen service levels and cost effectiveness. Participate actively in getting new solutions developed, implemented and measure/report productivity improvements
  • Partner with L2, Build and Engineering teams to effectively integrate with new tools, platforms and processes as a part of team skillset uplift.
  • Manage vendor’s, documentation updates. Identify and manage Risk Controls.
  • Lead, motivate and develop relationships with internal and external business partners and stakeholders to develop productive working relationships.
  • Contribute to negotiations of third-party vendor contracts/agreements/RFP’s/SLA’s, as needed.

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,

Hours

37.5

Inclusiveness

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.