IT Support Analyst, Personal and Business Banking

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:**

Position Summary

This role is primarily responsible for providing RTB (Run the bank) support for Personal & Business Banking applications in a 24x7 follow the sun global support environment.

The duties and accountabilities include but not limited to:

Responsibilities:

+ Provide application support to ensure IT system's availability, reliability, and performance that support business processes globally.
+ Adherence to ITIL process for service request, incident, change problem and knowledge management.
+ Proactive monitoring of Canadian end of day batch in both distributed & mainframe environments for a suite of applications.
+ Perform Start of day and end of day checks per deadlines.
+ Application/batch incidents logged in ServiceNow are resolved in a timely fashion.
+ Incidents requiring L3 support are escalated quick, work with other infra teams needed and track through to closure.
+ Effective problem management to permanently fix repeated/potential issues.
+ Attend to changes/releases in a timely manner, reduce change execution times by planning implementations with parallel work streams where required.
+ Proactively review IT environment to address any gaps/concerns.
+ Identify opportunities to reduce manual work and drive efficiencies.
+ Perform scheduled activities such as DR testing, user attestations, remediation of control audit, etc.
+ Update knowledge-based articles on timely manner and conduct trainings across regions.
+ Work effectively as a team, supporting other team members in achieving project/ business objectives and providing client services.
+ Support a positive work environment that promotes customer service, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
+ Provide after- hours support if required.
+ Always adhere to TD's standards & policies and follow disaster & business recovery plan.

**Job Requirements:**

+ Tertiary education & ITIL V3/V4 certification preferred.
+ 1-3 years of application support experience with an understanding of various infrastructure setup and a strong understanding of IT concepts (ITSM) in Incident, Problem and Change management practices.
+ Support model being 12x7, should be willing to work in any of the 2 shifts (8:30 AM to 5:30 PM or 12:30 PM to 9.30 PM, 8 hrs work with 1 hr lunch break) including on weekends & public holidays with weekly comp-offs.
+ Knowledge of operating systems (Windows, UNIX (AIX, Linux, and Solaris), iOS, z/OS) and Cloud technologies is preferable.
+ Support level knowledge in UNIX, CA-7 & Autosys and other widespread support tools and technologies, Mainframe knowledge is nice to have.
+ Works independently / as a team player as the situation demands and with minimal supervision, attend occasional off-shift calls.

**Reporting:**

+ Responsible for ensuring the Local Manager is kept current & apprised of all relevant risk management & controls issues, escalate operational issues, maintaining high level of communication & transparency and follow set processes.

**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