Cloud Support Specialist

**TD Bank Group** Headquartered in Toronto, Canada, with approximately 90,000 employees in offices around the world, the Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Group (TD). TD offers a full range of financial products and services to over 26 million customers worldwide through three key business lines: - Canadian Retail including TD Canada Trust, Business Banking, TD Auto Finance (Canada), TD Wealth (Canada), TD Direct Investing and TD Insurance - U.S. Retail including TD Bank, America’s Most Convenient Bank, TD Auto Finance (U.S.), TD Wealth (U.S.) and TD’s investment in Schwab - Wholesale Banking including TD Securities TD had CDN$1.7 trillion in assets on October 31, 2021. TD also ranks among the world’s leading online financial services firms, with more than 15 million active online and mobile customers. The Toronto-Dominion Bank trades on the Toronto and New York stock exchanges under the symbol "TD". In Singapore, TD operates as The Toronto-Dominion Bank, Singapore Branch and Toronto Dominion (South East Asia) Limited, which are collectively known as “TD Singapore” since 1979. The key business in Singapore is TD Securities which is part of Wholesale Banking. **Department Overview**: The Cloud Operations team, under Cloud Infrastructure, provides escalated production technical support for TDBFG Public Cloud managed technologies; is accountable for day to day technology routines/maintenance in support of enhanced availability of TDBG services. **Job Description / Accountabilities**: **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 PaaS/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. **Reoccurring 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 to provide strong support to the businesses. **Qualifications / Skills / Experience**: - Strong to expert knowledge of Public Cloud (Azure, AWS, etc.). - Knowledge of and experience supporting Azure Databricks, Azure Data Factory, Azure Machine Learning, and Azure Kubernetes. - Knowledge with OS technologies (Windows, RedHat Linux). - DevOps and Agile understanding. - Working knowledge of Local Area Networks (LAN) and Wide Area Networks (WAN). - Knowledge of Middleware which may be deployed to a Cloud environment such as Jboss, Tomcat, NodeJS, and Monitoring (Datadog, Dynatrace, Sensu, ITM). - Comfortable with working in a rapidly changing, technically complex environment. - Proficiency with MS office product suite (Word, Excel, PowerPoint etc.). - Knowledge of scripting languages and tools such as Python, JavaScript, Powershell, Bash. - Understanding of config management technologies such as Salt, Chef, etc. - Comfortable with Agile methodology. The successful applicant must have a solid understanding of Incident, Change, and Problem Management methodologies as well as solid experience in a large, high-performance production environment. **Inclusiveness**: At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve and creating an environment where every employee has the opportunity to reach their potential.