Cloud Support Specialist

Job description

**Work Location** :

Singapore, Singapore

**Hours:**

40

**Line of Business:**

Technology Solutions

**Pay 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:**

**Department Overview:**

The Cloud Operations team, under Cloud Platform, provides escalated production technical support for all of TD Bank (TDBFG) Private Cloud managed technologies; is accountable for day to day technology routines/maintenance in support of enhanced availability of TDBG services.

We are creating new opportunities to continue to support our Private Clouds, Cloud Service Layers and Automation Factory.

**Job Description / Accountabilities:**

Reporting into Cloud Infrastructure Cloud Operations, the Cloud Support Specialist will be responsible for providing operational support for Platforms and Infrastructure hosted on TD's cloud services.

This includes Private Clouds, Cloud Service Layers and Vendor Management.

The role requires familiarity with ITIL processes (change, incident, and problem) and availability for off-hours escalated support.

The successful candidate must operate professionally and transparently within the ITS organization, as well as with other divisions within TD.

The Cloud Support Specialist will be responsible for Development to Production Cloud IaaS support and processes.

This in order to ensure quality, performance and availability of our hosted services.

This feeds into one of TD’s strategic objectives to deliver continued, secure and highly available systems to TDBG customers and clients.

The successful candidate must have demonstrated ability to learn new technologies and processes, resolve incidents and solving problems by collaborating with others.

As strong technical team member, the candidate provides guidance and support for TD Bank Private Clouds, Cloud Service Layer and VMWare Cloud technology.

Additionally, the Support team is empowered to collaborate within Engineering, Architecture, IT Audit, and Technology Solutions partners to deliver continuous improvements.

The end result will advance and integrate with the existing Cloud Infrastructure support model to produce an ITIL compliant ecosystem that minimizes human interactions in support of true cloud solutions.

**Resolving tickets**

+ Provide planning, communication, and reporting of day-to-day ticket metrics and longer term tactical objectives
+ Level 2 support of TD business line Cloud infrastructure including IaaS/Containers across all production and test environments.
+ Manage non-standard/complex P1, P2 (Major Incidents), and P3 and P4 incidents and service requests
+ Ensure customer service satisfaction and enable continuous improvements
+ Oversee higher complexity operational and preventive maintenance tasks
+ Manage complex remedial and unscheduled urgent changes
+ Able to be accessible via a mobile device to support on-call escalations.

**Re-occurring responsibilities**

+ Drive root cause analysis on repeatable incidents to help prevent issues in the future
+ Creation of support documentation and scripts
+ Oversee vendor’s service delivery and escalation
+ Provide operational consultancy for future-state technologies
+ Support change management process
+ Prioritize activities to align with compliance, regulatory requirements and business objectives.
+ Keep informed of technology solutions initiatives and IT direction across TDBFG in order to provide strong support to the businesses

**Qualifications / Skills / Experience:**

Qualifications include good communication (both written and oral) and interpersonal skills.

Candidate must be organized, self motivated, as well as a team player and be able to participate in the knowledge transfer of information with peers and management.

**Technical skills include:**

+ Primary Skills Required:
+ OS – RHEL/Windows
+ Python-Powershell-Bash (Developer mindset)
+ CI/CD/Pipeline Technologies – Terraform / Jenkins / XLR / VRA
+ ITIL processes (change, incident, and problem)
+ Comfortable with Agile methodology
+ Thorough problem determination skills to troubleshoot issues
+ Secondary Skills (Nice to haves):
+ Openstack Technologies
+ VMWare Cloud Technologies
+ DEVOPS Thought Process – Code mindset – automate everything
+ Rundeck
+ HashiCorp Vault
+ Understanding of config management technologies such as Salt / Ansible

**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.
Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.

Required Skill Profession

Other General