- Tokyo, Tokyo-to, Japan
- Permanent, Full time
- TD Securities
- 15 Sep 17
This position reporting into the Vice President Head of Workspace Support Europe and Asia-Pacific, requires an all-rounder, primarily desktop based, includes a knowledge of tradefloor support, PC builds, server builds, networking, Turret & PABX/VOIP phone systems, BRP Site and general systems. First, Second and Third Level support is required although most Third Level is escalated to specialist groups in our overseas Head Office
Working as a support representative for the Tokyo Office, overseeing approximately 10-20 staff including sales traders, settlements, finance and admin, this role requires an experienced self starter who is capable of working well under pressure when required.
Additionally this role covers the support of other offices in the Asia-Pacific region when required. Occasional user support and overseas travel to these locations are required on a periodic basis to ensure the integrity of hardware and systems.
The IT Technology Solutions department is responsible for managing the company’s hardware, software and communication systems, as well as the timely and effective delivery of technology solutions.
Duties and Accountabilities
Service Customers and Support TD Businesses
•Assist in the delivery and maintenance of secure IT/technology facilities and technical infrastructure/architecture to support clients and applications as appropriate.
•Provide service in accordance with established standards while minimizing operational risk.
•Provide the level of systems and operational availability that meets or exceeds established service levels.
•Provide timely problem determination, notification, resolution and escalation.
•Interact with customers as appropriate in order to provide quality service and solutions consistent with project objectives and client requirements.
•Ensure standards, policies and procedures are in place, compliant to TD’s Business Recovery Plan (BRP), to restore IT based systems in the event of a significant service disruption and/or disaster.
•Develop expertise in IT/Global Technology Services, taking advantage of opportunities to innovate, learn and apply knowledge.
•Develop expertise in the company’s services, applications and infrastructure.
•Act as a reference resource on technology, trends, and processes related to own area.
•Develop proficient knowledge of analytical tools and techniques.
•Provide seamless integration of activities and processes, recognizing system interdependencies.
•Maintain a secure work environment.
•Follow established standards. May contribute to the development of new standards.
•Develop and implement solutions that maximize availability, efficiency and effectiveness.
•Adhere to existing processes ensuring they are tested and kept up to date.
•Deliver defect-free solutions.
•Complete tasks/initiatives in a timely and effective manner.
•Monitor the performance of the environment by using meaningful metrics.
•Introduce changes and enhancements in a planned, well communicated, timely and effective manner.
•Deliver and maintain accurate documentation.
•Contribute to the development, maintenance and improvement of processes for prevention and resolution of problems/issues.
•Ensure BRP’s are in place for the department, to provide contingent facilities, tools, technologies and documentation necessary to support the appropriate systems should the primary department location become compromised.
•Make effective use of the cost management process(es) in place in own unit.
•Identify opportunities to minimize cost and/or improve efficiency. Provide recommendations and/or implement corresponding improvement as appropriate.
Develop and Manage the Team/Teamwork
•Participate in knowledge transfer with management, the team and other technical areas and business units.
•Coach other team members as appropriate, within own area of expertise.
•Participate fully as a member of the global and local Asia-Pacific team and contribute to a positive work environment.
•Degree in Computer Science/Engineering or any other related discipline
•Minimum 5 years of Relevant IT experience in a Financial Services/Banking firm
•Strong customer-service orientation
•Excellent oral and written communication
•Good judgment, integrity and confidentiality
•The candidate must hold a range of broad technical knowledge of infrastructure
•Expertise in Desktop Support includes a knowledge of trade floor support, PC builds, server builds, networking, Turret & PABX/VOIP phone systems, BRP Site and general systems.
•Experience in troubleshooting OS/MS Windows, hardware issues and application issues
•Strong leadership, creative problem-solving, planning and organization skills
•Ability to work both independently and within a team environment.
•Ability to prioritize and execute tasks in a high-pressure environment