IT Operations Analyst IV (US)

Work Location:

Mount Laurel, New Jersey, United States of America

Hours:

40

Pay Details:

$28.25 - $42.50 USD

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.

Line of Business:

Technology Solutions

Job Description:

Subject matter expert who consults with technical partners to provide guidance and highly complex troubleshooting/problem resolution as well as root cause analysis (RCA) at an enterprise level. Reviews, analyzes, and evaluates information technology systems operations - familiar with a variety of the enterprise infrastructure, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks and troubleshooting in high impact situations.

• End to end support for Windows OS in a production environment – Managing escalated incidents from Service Desk Level 1/2, LoB business partner, Technical leadership, and application owners.

• Identifies root causes and implements targeted and controlled remediation plans

• Proactively identify and remediate Windows devices as needed to ensure compliance and security.

• Create, Implement, and Verify application and infrastructure changes 

• Technical leadership and insight to Continuous Improvement initiatives

• Interface with the Delivery and Solutions Engineering teams to prevent or resolve production incidents

• Reviews, modifies, and implements procedural processes and documentation using industry standards, best practices and new innovations in technology

Depth & Scope:

• Performs work on all aspects of the application/system support

• Provides effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; performs controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction

• Acts as a reference for team members or clients

• Applications/systems are moderate to highly complex and performed under minimal management supervision

• Ensures timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicates project status and provides timely escalation of issues to ensure project objectives are met

• Actively involved in resolving client applications issues

• Supports the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders.

• Develops, installs and monitors scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment

• Performs problem determination including data gathering and analysis

• Ensures post incident/secondary documentation is accurate and complete

Education & Experience:

• Associates degree (with Technical Certification) or work experience equivalent to Bachelor's degree

• 3+years' experience

• A+, Microsoft, Cisco, TQM, ITIL Certification preferred

Preferred Qualifications:

• The candidate must hold a range of broad technical knowledge of IT infrastructure

• Subject matter expert (SME) in Windows desktop technologies

• Powershell scripting– working knowledge and experience in reading and writing scripts

• Working knowledge of enterprise infrastructure as it applies to end user devices

  • Azure

  • AD

  • Desktop Analytics

  • GPO

  • SCCM

• Skills and discipline to keep systems patched, monitored, and performing optimally.

• SCCM experience with understanding of configuration baselines, OSD, and deployments

• Excellent oral and written communications, able to work independently.

• Ability to troubles