Global Systems Operator

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Global Systems Operator contributes to the overall success of the 24x7 Global Systems Operations Centre ensuring specific individual and team goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. Is this role right for you? In this role you will: • Contributes to a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. • Responsible to consistently meet/exceed user expectations for the delivery of critical batch processes and monitoring across all geographies and lines of business. These activities may include (but are not limited to) managing individual work in progress limits, assisting in the facilitation of incident management bridges and communications, performing recovery procedures as well as performing alert/incident monitoring within the approve enterprise incident SLA. • Required to monitor the operations of various workload automation and monitoring tools according to documented procedures as well as critical services and infrastructure components across the enterprise. These duties include approving and setting up manual scheduling, assisting in the identification of root cause for failed jobs/processes and performing corrective action for application/infrastructure alerts to ensure service level agreements are met. This position requires extensive attention to details given the potential customer and monetary impact that can result from a failure to adhere to procedures and best practices. • The Global Systems Operator is expected to have a strong customer service mindset as it applies to the monitoring of the Bank’s online applications across all geographies. This focus is to ensure that the applications are consistently operating within the Bank’s documented Service Level Agreements. The individual is expected to have a technical understanding of the Bank’s various environments across business lines and must have the ability to adapt and embrace constantly changing technology. • Responsible for ensuring any problems worked on are documented in a detailed manner within the incident record (incident/problem management tool) and that a chronology is provided to senior management for all service impacting issues. All incidents must be tracked through the incident/problem management tools and escalated if necessary. • Responsible for completing Shift Turnover logs, Morning Statuses and all relevant logs prior to shift turnover and to ensure that the Senior / Senior Manager is aware of all in-flight or outstanding issues that may require attention. • Due diligence by the Operator is mandated that all programmers and other individuals follow the established protocols as they pertain to Emergency Change Request, Mailboxes, Special Processing, Incident/Batch Management etc… such that nothing adversely affects the Bank’s critical information asset processing. • There is an expectation that the Operator will suggest on-going processing improvements and/or scrutinize changes submitted by other departments after they have been reviewed by the Senior Application Specialist. The more-experienced Operator is also expected to step into the role of the Senior Global Systems Operator in the absence of that individual due to holiday, weekends, vacations or extended coverage