IT Operations Analyst IV

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.

The IT Operations Analyst IV, Premier Support acts as the primary point of contact for onsite and remote technical support, addressing a broad range of inquiries, including hardware, software, e-Messaging, mobile devices, and TD technology processes, for TD Bank Executives and their support staff. This position is based exclusively onsite, Monday through Friday, from 7:30 a.m. to 6:00 p.m., using rotational shifts to support teams across Canada and the United States. The role also includes participation in an on-call rotation to provide after-hours technical support as required. The position emphasizes collaboration, advanced technical expertise, sound judgment, discretion, and a commitment to delivering an exceptional colleague service experience, with a strong focus on high first-visit resolution rates. Job Description / Accountabilities: The primary accountability of this position is to provide white-glove, first-level technical support in an executive-facing environment. Key responsibilities include: Deliver white-glove, first-level technical support to TD Executives, their support staff, and eligible employees, resolving issues related to applications, software, TD-provided devices, and hardware. Provide technical support for onsite and offsite events and meetings, including requirements gathering and solution implementation. Travel within Canada and the United States to support executive meetings and events as required. Ensure service delivery aligns with TD Framework and organizational policies. Educate TD Executives, their support staff, and eligible employees on hardware, software, and access request processes. Support technology adoption and change enablement by guiding executives and their support staff through new tools, processes, and productivity enhancements. Diagnose, troubleshoot, and repair a variety of laptops and desktops. Exercise sound judgment when prioritizing executive-impacting incidents, ensuring timely communication, appropriate escalation, and effective follow-through to resolution. Adhere to standards, policies, and procedures to ensure compliance with Disaster Recovery and Business Recovery Plans. Maintain awareness of industry trends and best practices. Participate in testing activities, monitor results, and collaborate on problem resolution. Identify opportunities for process improvement and provide ongoing feedback to enhance operational efficiency.

Collaboration Work collaboratively with Premier Support team members, technology partners, vendors, and business stakeholders to resolve issues efficiently and deliver a seamless executive support experience. Share knowledge, document support trends, and contribute to continuous improvement opportunities across the team. Support cross-coverage, peer coaching, and team readiness for executive events, technology rollouts, and after-hours support requirements. Team members receive in-depth training and shadowing and are assessed based on colleague interactions, first-contact resolution, technical proficiency, ticketing quality, and overall service delivery. Qualifications / Skills / Experience: Superior