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HireDirect provides a wide range of M&A advisory, capital markets products and services to corporate, government and institutional clients. The firm works with clients around the world, focusing selectively and strategically on the key financial centers: Toronto, Montreal, Calgary, Vancouver, New York, London, Singapore and Tokyo.
Production Engineering provides support for applications and technology platforms used by TD Securities users. Primary accountabilities include managing service requests, incident management, customer communications, and support for change & release management.
The department’s goal is to provide timely and knowledgeable support for TD Securities applications and technology services. This comes from managing issues efficiently in coordination with key stakeholders, all while managing associated risks through effective communication.
Primary Accountabilities include:
To assist Manager / Sr. Manager and work as SME to provide production support.
Consistently deliver superior client service and initiate/lead continuous improvement processes that will result in the prevention of potential problems and/or fix shortcomings within existing applications and contribute to improving service and operational excellence to our users.
Adherence to enterprise incident, problem and change management best practices and standards. This includes working with our internal and external partners to ensure root cause is identified and mitigating steps are implemented to minimize recurrence of issues
Timely communication of incidents, frequent updates and preparing comprehensive documentation in incident tickets which meets Production Engineering and Enterprise standards.
Accountable for communicating status updates to end users, preparing incident alerts, addressing open tickets in incident ticket queues, escalating issues with internal/external support teams, and leading or participating in post incident reviews, as required.
Provide subject matter expertise and use of incident/problem management skills in the daily production support of Calypso suite of apps & fixed income application for any connectivity, processing or functionality issues encountered.
Participate in project meetings representing Calypso and other fixed income applications for upcoming implementations as subject matter expert to provide feedback to project teams and management from Support perspective.
Take a lead role in application support transition projects and ensure that support requirements have been fulfilled prior to implementation.
Maintain application support documents to ensure that they are reviewed and updated on a periodic basis to reflect any changes/enhancement to applications.
Assisting in performing in-depth and complex analysis of data produced for management and executive reporting.
Assist in performing trend analysis reporting to capture and highlight repeat/common types of failures and make recommendations towards a successful execution of a permanent solution.
Ensure that application availability meets and/or exceeds user expectations by maintaining Service Level Agreements and Problem Management Agreements with internal and external service providers – escalating as required.
Support a work environment that promotes customer service, quality, innovation and teamwork, and ensure timely communication of issues.
Highly motivated individual with a proven track record to deliver results will possess the following:
Experience supporting distributed applications running on Linux and/or Windows.
Exposure with Unix, SQL, Oracle and Java.
Prior experience dealing with Front Office, Middle Office and Risk Management groups.
Understand complex interest rates, inflation derivatives and other financial products for pricing and analytics.
Exposure to Derivatives products, SWAPs, IRS, Curves and Bond Trading business.
Executing queries, building Use Case Scenarios for business requests and small enhancements.
Strong analytical and problem solving skills with attention to detail to ensure accuracy and completeness.
Experience with applications such as Calypso, Bloomberg and Fixed Income Systems.
Strong organizational, follow-up and priority-setting skills to handle multiple tasks/projects and to work independently.
Strong provider of knowledgeable customer service in performing problem diagnostics towards resolution while maintaining agreed upon service levels for production availability.
Solid understanding of the TD Securities business and possess knowledge of how a Calypso / fixed income framework would be required.
Excellent analytical, verbal and written communication skills, combined with strong interpersonal skills will be required to work effectively while supporting other members of the team in achieving unit objectives and providing exceptional client service.
Act as a first point of contact for issues/escalations during non-business hours.
Undergraduate or graduate degree in Computer Science, Mathematics, Statistics, Finance, Business, Economics, Engineering, or other quantitative disciplines.
At HireDirect, They are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. They are dedicated to building a workforce that reflects the diversity of our customers and communities in which They live in and serve, and creating an environment where every employee has the opportunity to reach their potential.