IT Operations Analyst I

by TD Canada Trust

Reference #: R_1455272
Position Type: Regular, Full-time
Remote work options: No
Location: London, Ontario
Date Posted: Nov 11, 2025
Compensation range: $47,200.00 ~ $66,600.00 Per Year
TD Canada Trust

Job Description

Job Description:

KEY ACCOUNTABILITIES

CUSTOMER

  • Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions
  • Ensure change activities are performed on time, minimizing risk to the service/business environment
  • Monitor resources to ensure availability associated with business applications and technology
  • Identify, resolve, or escalate service delivery issues and/or complaints
  • Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery
  • Maintain proficient knowledge of technology components, applications, clients/customers and business services
  • Prioritize activities to ensure time invested is appropriate to the availability impact
  • Provide seamless integration of activities and processes, recognizing system interdependencies
  • Act as an information source to colleagues, business partners and clients/customers
  • Ensure prompt and timely updates to service issues, and follow through on outstanding problems

SHAREHOLDER

  • Deliver and maintain accurate reports and documentation
  • Follow established procedures and standards
  • Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
  • Maintain a secure work environment and ensure adherence to notification and escalation processes
  • Communicate effectively within the team relative to service issues and scheduled changes
  • Recommend improvements and enhancements to internal departmental processes
  • Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

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

  • Provides front line customer service support to clients on a broad range of issues
  • Investigates problems beyond own area of knowledge, applying a broad business focus
  • Assesses level of knowledge of caller and translates information when providing assistance
  • Prioritizes and may assign problems and service issues to other team members
  • Co-ordinates problem resolution and the implementation of changes in accordance with established change processes
  • Integrates all sources of information when providing assistance to clients
  • Makes independent decisions within generally defined parameters
  • Generally reports to a Team Manager

EXPERIENCE & EDUCATION

  • Undergraduate degree or Technical Certificate