Sr. IT Support Analyst

This is an exciting opportunity to join the Enterprise Protect EFTR Operations Pod, a high-impact team responsible for the ongoing support and stability of TD’s Electronic Funds Transfer Reporting (EFTR) platform. The EFTR platform plays a critical role in meeting regulatory obligations by enabling timely, accurate, and compliant reporting of financial transactions to FINTRAC. As part of the EFTR Operations Pod, you will work alongside experienced professionals in technology and business to ensure the reliability of a complex ecosystem of applications and data pipelines. The team supports incident management, system performance monitoring, and continuous improvement initiatives that uphold both regulatory compliance and enterprise standards.

This role is ideal for a passionate and driven individual who thrives in a fast-paced environment, takes ownership of complex challenges, and values collaboration, innovation, and service excellence.

KEY ACCOUNTABILITIES

• Provide end-to-end production support for critical regulatory reporting applications, ensuring continuous availability, performance, and compliance with external regulatory requirements.
• Monitor data pipelines to ensure accurate and timely processing of information across ingestion, transformation, and reporting stages.
• Continuously monitor system and application performance, identifying areas for optimization and implementing improvements to enhance stability and efficiency.
• Investigate and resolve production incidents and problems through triage, root cause analysis, prioritization, and escalation, minimizing impact to business operations.
• Act as a key liaison between business and technology teams, ensuring timely communication, issue resolution, and alignment with evolving needs.
• Analyze regulatory data to identify data quality issues and gaps; partner with upstream/downstream teams to resolve them and ensure reporting integrity.
• Leverage analytics tools such as Excel and Power BI to deliver insights, track issues, and support customer-focused reporting and decision-making.
• Lead by example in a senior role, coaching and mentoring team members while sharing subject matter expertise in technologies such as Kafka, MongoDB, Java, and SQL.
• Provide excellent customer service through continuous improvement of support processes, knowledge sharing, and proactive engagement with partners.

SHAREHOLDER

• Ensure the stability and performance of regulatory applications and data pipelines, protecting the Bank’s reputation and minimizing compliance risk.
• Monitor and optimize system performance to reduce operational inefficiencies and enable scalable, cost-effective support solutions.
• Proactively identify and implement improvements that increase reliability, reduce incident volume, and drive operational excellence.
• Support strategic technology direction by contributing subject matter expertise in modern data and integration technologies.
• Act as a trusted advisor and thought leader, fostering a culture of accountability, technical excellence, and value delivery across the team.
• Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing.
• Ensure effective change management discipline is used.
• Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools, and techniques that can contribute to effective solution development/delivery.
• Keep current with industry and/or business trends.
• May perform testing according to test plans, monitor and report on results, and work with others on problem resolution.

EMPLOYEE / TEAM

• Collaborate effectively with team members to troubleshoot and resolve complex and critical issues, ensuring strong team performance and knowledge sharing.
• Support and encourage a positive, respectful, and inclusive work environment where open communication, collaboration, and recognition are prioritized.
• Prioritize work based on direction from leadership and evolving business needs, ensuring timely delivery of high-quality results.
• Participate in knowledge transfer sessions with team members, business partners, and stakeholders to build shared understanding and continuity of support.
• Proactively identify and recommend opportunities to improve team productivity, streamline processes, and enhance the support model.
• Demonstrate ownership and accountability in day-to-day responsibilities while contributing to a team culture of learning, innovation, and continuous improvement.

BREADTH & DEPTH

• Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/educate others.
• Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution.
• Leads the support of highly complex and/or comprehensive applications/systems and/or business lines.
• Identifies root causes and implements targeted and controlled remediation plans.
• Reviews, participates, and implements procedures.
• Research industry standards, best practices, and new innovations in technology and makes recommendations.

EXPERIENCE & EDUCATION

• Experience with the following technologies: Kafka, Mongo, Data Dog, Splunk, Azure, SQL, Microsoft Office, Excel.
• Experience with Power BI is an asset.
• Undergraduate degree or Technical Certificate.
• 5-7 years relevant experience.