Sr. IT Ops Analyst
TD Bank Group (TD)
Work Location:
Dublin, IrelandHours:
35Line of Business:
Technology SolutionsPay Details:
We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.
Job Description:
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A position has arisen for a Workspace Support Team Lead based in the Dublin office. The team is part of the European Technology Infrastructure organization with a local reporting line in Dublin, but with counterparts in New York, Toronto, Singapore and London. The Workspace team provides technical support to approximately 450 users based in London and Dublin. The users consist of TDS Front Office and Back Office teams some working on-site in the London and Dublin offices and some working at their home locations.
Given the size of TD Securities in the region, the Workspace Support Team Lead will be expected to manage a diverse set of activities, and while full training will be given, the engineers are expected to be self-starters, and are expected to work to identify solutions, often in conjunction with colleagues in Toronto as part of the wider TD Bank organization.
Position Overview
Workspace Services Team Lead Responsibilities:
- Directly reporting to the European Workspace Manager based in London
- Oversee, supervise and lead the Workspace team of 3 based in Dublin
- Mentor and develop team members through regular training, performance reviews, and continuous learning initiatives.
- Establish performance metrics and ensure adherence to service level agreements (SLAs) and operational standards
- Manage the receipt of incoming service requests through various communication channels
- Prioritization of support calls and requests based upon business impact
- Resolve support calls either via the telephone using remote tools or on-site desktop visit to an acceptable standard and within a suitable timeframe
- Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution
- Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
- Initiating and leading escalation and resolution for business impacting workspace issues
- Effectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholder
- Supporting the lifecycle, launch and retirement of workspace services and establishing robust operational processes and procedures
- Driving continuous service and process improvement
- Service and support ticket reporting and governance
- Partner with local stakeholders and collate end user experience feedback
- Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
- Provide Front and Back Office system technical support for trading floor and support function applications including all Reuters products, Bloomberg products, Tradeweb and ICAP apps
- Setting realistic expectations for service delivery, communicating frequently with customers and providing technical expertise as required
- Offer 3rd level support for in depth fault analysis resulting in direct technical dialogue with internal application developers, support functions and external vendors
- Workspace engineers are required to be available to work a flexible 8-hour shift between 7am and 6pm onsite with an out of hours call rota
- Role is considered primarily onsite
- Weekend work (overtime) may be requested to support moves and changes, as well as other project work
Experience and Skills:
- 7+ years of desktop support experience, within a trade floor
- Excellent leadership and team management skills, experience managing a small team
- Exceptional communication, interpersonal, and stakeholder management skills.
- Ability to work under pressure in a dynamic, fast-paced trading environment and manage multiple priorities effectively.
- Exceptional written and verbal skills
- Exceptional customer services skills
- Strong knowledge of computer hardware, including laptops, desktops and mobile devices and enterprise desktop applications
- Knowledge of incident ticketing applications e.g. Service Now
- Strong understanding of Microsoft Windows 11 and Office O365
- Strong understanding of collaboration tools including Webex, MS Teams, Skype, SharePoint etc
- Understanding of trader telephony solutions (e.g. IPC)
- Knowledge of network printer installation, setup and troubleshooting
- Knowledge of virtualization technologies, especially Citrix
- Microsoft System Center Configuration Manager experience is a plus
- Strong analytical and problem-solving abilities; capable of performing root cause analysis and implementing preventive measures
- Analytical experience, creating dashboards and reporting from systems such as ServiceNow, NeXT think etc
- Data manipulation experience, Excel, Power BI and similar tools
Shared Commitments
Executives promote adherence to TDBG’s vision and purpose to be the better bank, and enrich the lives of customers, communities and colleagues. As part of the general management of their function, Executives are accountable to deliver against TD's five shared commitments:
- Think like a customer; provide legendary experiences and trusted advice
- Act like an owner; lead with integrity to drive business results and contribute to communities
- Execute with speed and impact; only take risks we can understand and manage
- Innovate with purpose; simplify the way we work
- Develop our colleagues; embrace diversity and respect one another
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.
Who We Are
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.
Our Total Rewards Package
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary and several other key plans such as health and well-being benefits, including medical coverage, paid time off, career development, and reward and recognition programs.
Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Accommodation
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.