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The Incident Management Analyst will lead the Incident Management Protocols for event triage, communication and Customer impact assuming ownership through mitigation/resolution. In addition to daily support, they support overall Operational readiness activities for initiatives/projects/programs within the Digital Channels delivery portfolio. The analyst will manage the strategy and implementation of DAY 1 production support to ensure the successful adoption of the new implementation change by stakeholders, TD Customers and employees. The job will proactively identify, initiate and manage activities required to support new implementations by influencing the direction and complexity of the change. This job is self-organized and self-disciplined in right-fitting the strategies applied.Requirements
Provides 24/7 support for production and security issues · Owns production event triage, communication and controlled resolution of incidents · Uses service applications including Web Broker Admin, RIB Relationship Manager and CUBS Card management system · Assesses change management impact and designs support models and impact resolution playbooks · Leads the assessment of the Customer Impact during/post incident and manages Customer Recovery process · Develops clear objectives and defines metrics to measure performance of supported platforms and applications and drives improvement · Teams to evaluate the effectiveness and the sustainability of planned changes · Retains strong enterprise knowledge to understand and assess the impact of other digital projects/programs to stakeholders and adapt approach, exploit opportunities and take mitigation activities as required · Understands governance and organizational structures for business support and authorization policies · Participates in working group sessions, provides recommendations and influences at all levels of the organization · Supports pilot and implementation activities including working with teams to confirm roll-back and contingency planning · Coaches sponsors and stakeholders on tactics to lead successful change across multiple businesses · Develops Day 1 Operations playbooks and Best Practice guides. Works with CTS/ITS Production support teams to document and delivers solutions to mitigate and/or quickly resolve Customer impacting events. Documents change activities, updates processes, develops communications and updates CTS/OPS knowledge base documentation to ensure that all teams are ready to support post implementation. · Responsible for 3 rd Party Vendor oversight and Scorecard Validation · Documents and manages all production defects · Satisfies all audit requirements
Undergraduate degree or related TD experience, preferably in business or a related discipline · 1+ years of experience that is directly related to the duties and responsibilities outlined Hours
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.