IT Operations Manager

IT Operations Manager

Requirements

• Extensive technical knowledge of enterprise IT infrastructure with a focus on batch processing oversight and heavily integrated diverse ecosystem support.
• Experience in scripting, enterprise infrastructure components, Azure, Active Directory (AD), Citrix, Ping Fed, SSO, encryption certificates management
• Strong leadership, creative problem-solving, planning, and organizational skills.
• Excellent oral and written communication skills, with the ability to work independently and under pressure.

Responsibilities

• Lead and manage a team of Level 2 application support analysts, providing mentorship, guidance, and performance evaluation.
• Provide coaching, development, succession, recruitment, resource management and overall team leadership for team members and provide regular input into team members’ assessment of performance and development plans – identify opportunities and implement solutions to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
• Oversee the end-to-end support for application ecosystem they own, managing incidents and communications to business partners, technical leadership, and partner application owners. Serve as the Technology Application Owner (TAO) for designated applications, overseeing their health, compliance, stability, and alignment with TD’s enterprise technology policies.
• Partner with change and delivery management teams to assess and coordinate application updates or deployments that adhere to enterprise change management standards
• Provide support as SME for the enterprise application stack, including oversight over vendor support.
• Responsible for leadership in overseeing teams, leading live incident calls, coordinating across multiple groups/vendors, and managing on call rotations.
• Conduct root cause analysis and implement targeted remediation plans to address recurring issues.
• Collaborate with the Delivery and Solutions Engineering teams to prevent or resolve production incidents.
• Manage the integration of all systems, projects and technical interfaces to ensure a high level of service and support to the client and efficient system operation
• Review, modify, and implement procedural processes and documentation using industry standards and best practices.
• Provide technical leadership and insight to continuous improvement initiatives.
• Ensure compliance with IT Disaster Recovery Plan (DRP) and the department’s Business Recovery Plan (BRP)
• Oversee the production of detailed operational and key service-oriented availability metrics
• Support audits, compliance, and risk management activities relevant to application operations.
• Ensure compliance and security by proactively identifying and remediating control gaps as well as supporting the technology risk management process.

Preferred Qualifications

• ITIL
• Asset Management
• Jira/Confluence/SNOW
• intermediate networking skills and cloud skills
• basic/intermediate knowledge of cybersecurity
• monitoring tools like Splunk/Dynatrace/Datadog
• Citrix, Remote Access, VDI Operations