Network Team Manager, IT Operations

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We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

Building a World-Class, Diverse and Inclusive Technology Team at TD

We cannot afford to be boring. Neither can you. The scale and scope of what TD does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. TD's technology and business teams become more intertwined as new opportunities present themselves. This new era in banking makes the work our team does even more exciting than before. If being in a fast-paced, innovative environment excites you then we would like to hear from you.

The Enterprise Technology Operations group within IT Infrastructure and Engineering is accountable for network operational support across while being knowledgeable of how to assist other technologies like applications, servers, SAN, data Centre infrastructure, etc. This position belongs to the Network Operations group which is led by a Senior Manager reporting directly to the VP of Operations for the TD Bank Group.

The Singapore network team is considered an extension of the L1 and L2 Network Operations teams and is accountable for handling all L1/L2 escalations and a number of other deliverable in support of TD's networking platforms globally. This FTE role is based in Singapore and will report directly into the Canadian based Senior Manager of Network Operations. The role will directly manage the resources at SGP as well as functionally manage all L1 resources on duty during the shift.

Our teams work closely together with other operational support groups called OCG, EES and our L1 (24/7 NOC) and the L2 (TR team) based out of Toronto, as well as an L3/Engineering teams, vendors, and other support groups within TD.

The primary focus of our team is to deal with incidents and take charge of other operational aspects of our network which includes tasks like, vendor management, operational readiness participation and intake, engagement in enterprise processes like Incident, problem, change, PIR, etc. We are looking for self-motivated and focused individuals who enjoy a fast-paced environment requiring attention to detail and have previous strong experience in operations or the flair to be in an operations type role.

Job Description:

• This role should be viewed as a functional extension of the NOC & L2 management roles in Toronto, with an objective to provide Network Manager coverage during non-working hours at Toronto. At the same time, it is as technical as a L3 level senior SME.
• Duties have a functional mix of 80% Technical + 20% Strong Managerial deliverables. Therefore, possessing these skills are a must, with past experience of having managed and coached a team of at least 5 direct reports in conjunction with advanced industry technical certifications/qualifications and deep technical skills that are wide and deep across multiple network domains and platforms.
• The right candidate should possess deep technical skills as the role is a hands-on keyboard requiring deep domain and SME knowledge across many key platforms and technologies covered more specifically later in this document.
• At the same time strong managerial skills are required to help coach, guide and be a people manager across NOC Toronto, L2 Toronto as well as a SGP resources across NOC and L2 teams.
• The incumbent in this role would help provide a seamless coverage of managerial and technical leadership across all network operations teams during the hours of operation.
• Manage Singapore coverage across the team to cover from 7am EST to 7pm EST by helping stagger start and end times at SGP across weekdays and weekends, ensuring the right level of staffing is always available at SGP.

As a strong technical leader with hands-on-keyboard skills, the ideal candidate in this role will possess the following skills and traits:

Key Job responsibilities:

• Strong leadership skills in troubleshooting complex incidents in a time sensitive manner and articulate technical issues concisely and succinctly to senior management.
• Effectively take on work from the Toronto team, assign and deliver as needed, pick up work and prioritize work as it comes in, deliver a handover back to Toronto at end of day. Ensure SGP team follows this process as well.
• Manage local team workloads and ensure new work is assigned and taken on from OSG, Network, P&C queues as well as contribute strongly towards strategic deliverables for the overall team.
• Experience in using Automation as well as advanced network management tooling to help resolve incidents quickly and efficiently.
• Be dependable, innovative, accountable, passionate, transparent, and collaborative.
• Strong knowledge of networking technologies and platforms including Cloud technologies, SD-WAN, Wired and Wireless technologies, Firewalls, Load Balancers, Wireshark and advanced network packet capture/analysis abilities, Routing and Switching, ACI, NGNI, QoS, VoIP, Optical, Monitoring Tools, DHCP, DNS and CDN(content delivery), etc.
• To quickly identify the problem and propose a solution to remediate issues within our prescribed MTRS while working collaboratively with established Incident and Change management processes.
• Lead the small team in SGP and its deliverables. Coach and to fulfil workday requirements relating to the team.
• When on duty, to manage day to day deliverables during the shift providing directions for the other analysts. The primary accountability of this position is to ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations. When not on duty to coach the others to take on this accountability for that day
• Preparing shift schedule and manage vacation schedules for the small SGP team.
• Provide strong technical leadership while ensuring that processes and procedures are followed properly by the team that they are leading. This includes ensuring proper use of automation, following proper remediation procedures, high quality ticket and vendor issue updates, handover documentation, etc.
• Prepare and manage team productivity and metrics.
• Provide constructive coaching and develop team members, providing effective feedback and recognition when needed. Handling Performance conversations and reviews with Team members

Overview of mandatory requirements

• This role requires a combination of strong managerial skills as well as deep network platform and domain technical skills. Provide managerial guidance to manage a team of professionals in the network operations area.
• The role will have 80% technical duties and 20% managerial deliverables.
• It may require a flexible start and end time but keeping within the total hours of a normal workday at SGP. This means an early start and an early end on certain days while it may relate to a later start and a later end time on others. The reason is to have the available SGP resources provide coverage from 7 am to 7 pm local SGP time – weekdays as well as on weekends.
• The right candidate will possess strong and demonstrable experience as well as qualifications relating to technical skills and managerial abilities.

Experience

• At least 5+ years of relevant Wireless technologies experience (e.g., Aruba, Airwave, RF survey tools, ClearPass, Wireless authentication)
• Minimum 10+ years of solid hands-on network technical experience in Routing/Switching technology, Firewalls, Load Balancing, trace analysis/protocols.
• Experience supporting a large and complex network environment.
• Experience in exploring and implementing automation for Proactive monitoring and reducing incident resolution time.
• Flexible with on call & rotation and shift timing
• Adequate knowledge and experience to support platforms like Cloud, SD-WAN, Wireless, Firewalls, Load Balancers, Routing and Switching, QoS, VoIP, Optical, DHCP, DNS, Monitoring Tools, CDN, etc.

Fulfil Shared Accountabilities

• Support shift turnover process effectively.
• Create Sop's / Mop's and how-to docs for better support and training of new and junior team members. Also, peer review such documentation created by other team members and provide suggestions for improvement.
• Ensure existing Automation tools are utilized by the team to the max.
• Explore new automation opportunities for any repeated tasks to reduce human touch.
• Explore opportunities to enhance existing Automation tools.
• Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos.
• Report on any new influx of repeated alerts/incidents to identify opportunities related to alert modification, etc. to reduce noise.
• Identify and report on gaps for process optimization.
• Proficient with Microsoft Office Suite of products (Word/Excel/PowerPoint/Outlook).
• Effective ticket queue management and prioritization.
• Assess impact and potential impact/risk and report to Sr management very promptly in a business language when significant issues occur.
• Manage escalations with internal TD teams and 3rd party vendors.
• Manage chronic, repeat, and aging incidents with proper internal/external escalations.

Who We Are

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary and several other key plans such as health and well-being benefits, including medical coverage, paid time off, career development, and reward and recognition programs.

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

If you require an accommodation for the recruitment / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.