IT Support Specialist Release Manager

IT Support Specialist Release Manager at TD

Workplace: Toronto, Ontario, Canada

Schedule: 37.5 hours

Business Sector: Technology Solutions

Compensation Details: $96,900 - $136,800 CAD

TD is committed to offering fair and equitable compensation to all colleagues. Growth opportunities and skill development are essential characteristics of the colleague experience at TD. Our compensation policies and practices are designed to allow colleagues to progress through the salary scale over time as they improve in their roles. The base salary offered may vary based on the candidate's skills and experience, professional knowledge, geographical location, and other specific business and company needs.

As a candidate, we encourage you to ask questions about compensation and have an open conversation with your recruiter, who can provide more specific details about this position.

Job Description

Provides expert advice and leads in system/applications planning, performance, availability, integration, operations and/or release/deployment management.

We are looking for an IT Support Specialist Release Manager to join the Multi Business Technology Program. As the lead Release Manager, you will partner with technology and business teams, as well as vendors, to create and manage the end-to-end release plan and deployment schedule with a focus on efficiency, reliability, collision avoidance, and availability of existing environments and services, while supporting delivery teams in meeting their objectives and timelines. You will also define and implement practices for cross-team alignment, collision avoidance, release dependency management, and risk mitigation; and contribute to planning, design, operationalization, and readiness deliverables in compliance with enterprise and industry standards.

At TD, we hope you'll be inspired both by the work we do and the people who make it all happen.

Specifically, the role will require strong aptitude in the following areas:

• Creating and managing end-to-end release plans for scheduling, planning, and controlling the release and deployment process.
• Integrating release management practices into the delivery process with the objective of offering reliable, repeatable IT services, at appropriate service levels.
• Ability to convert technical expertise to recommendations pertaining to efficiency, reliability, scalability, and security; drive best practices; and engage with planning, evaluating, operationalizing, and reporting deliverables. Successful candidates must be able to show they are ready to think and act as an owner, and drive consensus and decisions among stakeholders in pursuit of technical integrity.
• Establishing infrastructure for tracking and monitoring all relevant updates and changes, and efficiently converting the information into reporting, recommendations, schedules, and decisions.
• Providing trusted and reliable communication and reporting with confidence that all information is comprehensive, accurate, and confirmed.
• Managing correspondence with clear articulation of impacts.
• Providing subject matter expert guidance and advice to Release and Deployment management, as well as other IT Support segments, and participating in the development of remediation and collision avoidance strategies.
• Identifying and educating on control and communication failures to help prevent issues going forward.
• Providing updates to senior leadership on accomplishments and opportunities, as well as insights on organizational trends anchored in the unique perspective of the role.
• Protecting the interests of the organization through identification, management, and escalation of risks and dependencies.
• Being proficient with IT workflow and collaboration tools, such as Service Now, JIRA, and Confluence. Be able to independently create and manage work items in the tools as required.
• Being professionally familiar with Agile, Waterfall, and hybrid delivery models to understand and align with multiple teams working in different paradigms.
• Understanding of DevOps and continuous delivery principles and practices.
• Knowledge of Regulatory is preferred, not mandatory.

Experience & Education

• Undergraduate degree or Technical Certificate
• Graduate degree, preferred
• 7+ years relevant experience

Key Accountabilities

CUSTOMER

• Develop and implement standard support model and processes by using industry best practices.
• Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value-added, and controlled remediation plans.
• Act as an expert resource providing insight and recommendations based on industry practices and emerging technology trends within the application support field.
• Define, deploy, and/or lead systems/applications activities to support clients and applications.
• Identify, recommend, source, negotiate, and implement improvements/solutions (buy/build/reuse) to enhance customer experience, availability, and/or reduce cost in support of client needs.
• Influence product direction, foresee issues and gaps, identify solutions, and work comfortably with leading-edge products that are untested/unproven in the market.
• Manage complex application deployment in a load-balanced service-oriented environment.
• May help test, debug, and performance analyze and document environment components.
• Troubleshoot initial failures, coordination of resolution efforts, and communication with appropriate members.
• Work with Architects to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements of the project.
• Collaborate with business leaders, IT professionals, and vendors/outsourced partners to assess viability/priority of projects/initiatives and ensure issues are clearly communicated.
• Lead/contribute to the project management processes; conduct pre and post-implementation reviews.
• Integrate technical solutions with the business environment, recognizing systems interdependencies and reusability, and ensuring seamless delivery.
• Ensure appropriate security levels are established and maintained for processes, information exchange, and system implementations.
• Provide 2nd and 3rd level support for production incidents as required and provide a single point of contact for business communications related to production incidents; escalate as required.
• Drive and manage the controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resource).
• Work in strategic partnership with development and delivery teams to continually identify and create opportunities to increase the application stability of the production environment.

SHAREHOLDER

• Review, define, enforce, and influence standards and appropriate quality measures/metrics.
• Ensure systems and operational availability meets or exceeds negotiated service levels, and report results as required.
• Adhere to existing processes/standards, business technology architecture, risk, and production capacity guidelines; plan, monitor, and escalate issues as required.
• Follow standards, policies, and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP).
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines.
• Assist in the development/maintenance of comprehensive processes for the prevention of issues and participate in problem determination and timely resolution of incidents.
• Continuously enhance knowledge/expertise in own area and keep current with emerging industry trends, new technologies, and best practices in the external market that can contribute to delivering effective client solutions.
• Develop/maintain expertise in system development methodologies, key business initiatives/issues, IT implications for systems/technologies, and impact on business solutions.
• Identify opportunities to minimize cost, provide recommendations, and/or deliver corresponding strategic solutions to support cost-effectiveness.
• May develop and/or contribute to negotiations of third-party contracts/agreements.

EMPLOYEE / TEAM

• Work effectively as a team, supporting other members of the team in resolving critical service issues.
• Prioritize and manage own workload in order to deliver quality results and meet timelines.
• Support a positive work environment that promotes service to the business, quality, innovation, and teamwork, and ensure timely communication of issues/points of interest.
• Participate in knowledge transfer within the team and business units.
• Identify and recommend opportunities to enhance productivity, effectiveness, and operational efficiency of the business unit and/or team.

BREADTH & DEPTH

• Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of operational support/solutions.
• Works independently and/or autonomously as a senior/lead on a diverse range of tasks/operational support of solutions and is relied upon to coach/educate others.
• Assignments are highly complex and multifaceted.
• May monitor, coach/educate a small team of IT professionals.
• Acts as a key resource in the exchange of technical information for project teams, the business, and/or outside vendors.
• Generally reports to a Senior Manager or Executive.

About TD

TD is a global leader in the financial institution sector, the fifth largest bank in North America by branch count. Every day, we strive to make every interaction, product, and experience remarkably human and pleasantly simple for over 27 million households and businesses in Canada, the United States, and around the world. More than 95,000 TD colleagues leverage their skills, talent, and creativity to deepen relationships, ensure rigorous execution, and make banking simpler and faster. TD is deeply committed to being a leader in customer experience. That's why we believe every colleague, regardless of their business sector, is in contact with customers. Together, we are reimagining the banking experience and its possibilities for our customers, colleagues, and communities.

Our Total Compensation Program

Our total compensation program reflects the investments we make to help our colleagues and their families achieve their mental, physical, and financial well-being goals. Total compensation at TD includes base salary, variable compensation, and many other key plans, such as health and wellness benefits, savings and retirement plans, paid time off, banking benefits and discounts, career development opportunities, and rewards and recognition programs. Learn more.

Additional Information

We are excited that you are considering a career at TD. Please know that we are committed to helping our colleagues succeed in both their personal and professional lives. That's why we offer them development conversations, training programs, and a competitive benefits package.

Colleague Development

Are you interested in a specific career path or looking to develop certain skills? We want to put you on the path to success. You will have regular conversations about career development, skill enhancement, and performance with your manager. A variety of mentoring programs and an online learning platform will also be available to help you open new doors.

If you are committed to helping your clients and building strong, lasting relationships, TD offers various career paths where you can grow your expertise and make a significant impact.

We are committed to supporting your success and fostering a respectful workplace where diverse perspectives are valued, everyone has equal opportunities to progress, and you can fully realize your potential and achieve your career goals. At TD, we attract and develop the best talent.

Training and Integration

We want to ensure that you have the tools and resources necessary to succeed in your new role. To this end, we will organize onboarding and training sessions.

Interview Process

We will contact selected candidates to schedule an interview. We will do our best to communicate with all candidates by email or phone to inform them of our decision.

Accommodations

Accessibility is important to us. Please let us know of any accommodations (accessible meeting rooms, subtitles for virtual interviews, etc.) you may need to participate freely in the interview process.

We look forward to hearing from you!

Language Requirements (Quebec Only)

Not Applicable

Key skills/competency

• Release Management
• Deployment Management
• IT Service Management
• Incident Investigation
• Root Cause Analysis
• Change Management
• Stakeholder Communication
• Risk Mitigation
• ServiceNow
• JIRA
• Confluence