IT Support Specialist, Release Manager

IT Support Specialist, Release Manager at TD Securities

TD Securities is seeking an IT Support Specialist, Release Manager to join the Multi Business Technology Program. This role involves providing expert advice and leadership in system/application planning, performance, availability, integration, operations, and release/deployment management. As the lead Release Manager, you will collaborate with technology and business teams, and external vendors, to develop and manage the end-to-end release plan and deployment schedule. Your focus will be on ensuring efficiency, reliability, collision avoidance, and the availability of existing environments and services, all while supporting delivery teams in achieving their objectives and timelines.

You will also be responsible for defining and implementing practices for cross-team alignment, collision avoidance, release dependency management, and risk mitigation. Your contributions will extend to planning, design, operationalization, and readiness deliverables, ensuring compliance with both enterprise and industry standards. At TD, we foster an environment where colleagues are inspired by their work and the people around them.

Key Responsibilities and Aptitudes

• Creating and managing comprehensive end-to-end release plans for scheduling, planning, and controlling the release and deployment process.
• Integrating release management practices into the delivery process to offer reliable, repeatable IT services at appropriate service levels.
• Converting technical expertise into recommendations for efficiency, reliability, scalability, and security, driving best practices, and engaging in planning, evaluating, operationalizing, and reporting deliverables.
• Thinking and acting as an owner, driving consensus and decisions among stakeholders in pursuit of technical integrity.
• Establishing infrastructure for tracking and monitoring all relevant updates and changes, efficiently converting information into reporting, recommendations, schedules, and decisions.
• Providing trusted and reliable communication and reporting, ensuring all information is comprehensive, accurate, and confirmed, with clear articulation of impacts.
• Offering subject matter expert guidance and advice to Release and Deployment management and other IT Support segments, participating in remediation and collision avoidance strategies.
• Identifying and educating on control and communication failures to prevent future issues.
• Providing updates to senior leadership on accomplishments, opportunities, and insights into organizational trends.
• Protecting organizational interests through identification, management, and escalation of risks and dependencies.
• Proficiency with IT workflow and collaboration tools such as Service Now, JIRA, and Confluence, including independent work item management.
• Professional familiarity with Agile, Waterfall, and hybrid delivery models to align with diverse team paradigms.
• Understanding of DevOps and continuous delivery principles and practices.
• Knowledge of Regulatory compliance is preferred, though not mandatory.

Experience & Education Requirements

Candidates should possess an undergraduate degree or technical certificate, with a graduate degree being preferred. A minimum of 7+ years of relevant experience is required for this role.

Key Accountabilities

CUSTOMER Focus

• Develop and implement standard support models and processes using industry best practices.
• Oversee detailed incident investigations to identify root causes and implement targeted remediation plans.
• Act as an expert resource, providing insights and recommendations based on industry practices and emerging technology trends.
• Define, deploy, and/or lead systems/applications activities to support clients and applications.
• Identify, recommend, source, negotiate, and implement improvements/solutions to enhance customer experience, availability, and/or reduce cost.
• Influence product direction, foresee issues and gaps, identify solutions, and work with leading-edge products.
• Manage complex application deployments in load-balanced, service-oriented environments.
• Assist in testing, debugging, performance analysis, and documentation of environment components.
• Troubleshoot initial failures, coordinate resolution efforts, and communicate with appropriate team members.
• Collaborate with Architects to ensure environment modifications, data conversion impacts, and performance requirements are met.
• Work with business leaders, IT professionals, and vendors to assess project viability/priority and communicate issues clearly.
• Lead/contribute to project management processes, including pre and post-implementation reviews.
• Integrate technical solutions with the business environment, recognizing system interdependencies and reusability.
• Ensure appropriate security levels are established and maintained for processes, information exchange, and system implementations.
• Provide 2nd and 3rd level support for production incidents and act as a single point of contact for business communications.
• Drive and manage the controls environment, covering change management, production implementation, compliance, audit controls, and business continuity.
• Partner strategically with development and delivery teams to increase application stability.

SHAREHOLDER Value

• Review, define, enforce, and influence standards and appropriate quality measures/metrics.
• Ensure systems and operational availability meet or exceed negotiated service levels.
• Adhere to existing processes/standards, business technology architecture, risk, and production capacity guidelines.
• Comply with standards, policies, and procedures for Disaster Recovery Plan (DRP) and Business Recovery Plans (BRP).
• Follow well-defined enterprise technology delivery practices and project management disciplines.
• Assist in developing/maintaining comprehensive processes for issue prevention and participate in problem determination and timely resolution.
• Continuously enhance knowledge in relevant areas, staying current with industry trends, new technologies, and best practices.
• Develop/maintain expertise in system development methodologies, business initiatives, and IT implications.
• Identify opportunities to minimize cost, provide recommendations, and/or deliver strategic solutions.
• May develop and/or contribute to negotiations of third-party contracts/agreements.

EMPLOYEE / TEAM Collaboration

• Work effectively as a team, supporting members in resolving critical service issues.
• Prioritize and manage workload to deliver quality results and meet timelines.
• Support a positive work environment promoting service, quality, innovation, and teamwork.
• Participate in knowledge transfer within the team and business units.
• Identify and recommend opportunities to enhance productivity, effectiveness, and operational efficiency.

Breadth & Depth of Role

This role serves as a primary subject matter expert in multiple areas, consulting with clients and project teams on all aspects of operational support and solutions. The IT Support Specialist, Release Manager works independently and/or autonomously as a senior/lead on diverse, highly complex, and multifaceted tasks, often coaching and educating others. This position acts as a key resource for the exchange of technical information for project teams, the business, and outside vendors, and generally reports to a Senior Manager or Executive.

About TD Securities

TD is one of the world's leading global financial institutions and the fifth largest bank in North America by branches/stores. With over 95,000 colleagues, TD serves over 27 million households and businesses globally. The company is deeply committed to client experience, fostering a culture of innovation and collaboration to reimagine banking. TD offers comprehensive Total Rewards packages, focusing on financial, physical, and mental well-being, along with continuous career development and learning opportunities.

Key Skills/Competency

• Release Management
• Deployment Planning
• IT Service Management
• Stakeholder Communication
• Risk Mitigation
• Collision Avoidance
• ServiceNow
• JIRA
• Confluence
• Agile/Waterfall Methodologies
• DevOps Principles