Associate Director, Production Services Lead, Client (CRM) & Banking

What is the opportunity

The Production & Risk Services group is looking for a seasoned Application Support Lead for our client (CRM) and Global Investment Banking platforms.

We support fast-paced global businesses with evolving needs and requirements. Your ability to take ownership of our production estate combined with a natural sense of curiosity and pride in a job well done will help you success in the role. Working within the QTS (Quantitative Technology Services) organization this candidate will join an existing hands on RTB (Run The Bank) production support team. This role is within CBDDT (Client Banking Data Analytics and Digital Technology) teams with staff located in Toronto New York London Malaysia and India.

The overall group is responsible for:

• Supporting various applications in the Client Technology and Global Investment Banking portfolio including but not limited to:

  • Client Relationship Management Platform (SalesForce FSC (Financial Service Cloud) and Tier1 - Salesforce)

  • iPreo Dealogic and other conference (ie Street Context and Lousia) event and syndicate book building platforms (ie IssueNet CMG)

  • Global Investment Banking applications like Capital IQ.

• Build tooling to automate monitoring deployment and our capability to employ DevOps and CI/CD capabilities

• Offering technical expertise and support across the entire portfolio of applications

• Managing requests to implement normal/emergency changes releases and capacity planning.

• Coordinate disaster recovery planning and execution.

• Internal config management

• Risk prevention activities and Regulatory Compliance.

What will you do

• Provide user facing front office production support for local and remote users leveraging multiple platforms.

• Manage releases and coordinate bugs/enhancement with internal development and external vendors

• Work closely and integrate with the CTB (Change The Bank) team to engage in collaborative agile based development

• Engage with various technical partners and stakeholders to achieve stability in the production environment.

• Leverage your strong written and verbal presentation skills including creating of documentation in Confluence runbooks and provide update to stakeholders

• Responsibilities include rotational weekend release work checks

• Responsible for ensuring maximum system availability prompt and accurate remediation and response to issues and requests

• Proactive management and governance of our applications and platforms

• Leverage automation to drive efficiency and to improve the soundness of our operating environment

• Ensure strict adherence to standard operating procedures standing order guidelines and governance best practices

• Liaise between Business Technology Compliance Surveillance and Functional groups to help conduct regular review to help evolve our platform and to ensure the connectivity required to achieve our collective objectives

• Provide effective incident problem and release management and regular project updates to stakeholders

• Drive IT governance and de-risking initiatives

• Lead effective knowledge sharing documentation and cross training to help maximize coverage and work to improve the robust of our follow-the-sun operating model

Mission Statement

Delivery Best-in-class service by providing maximum level of system stability of production environments reduce cost of application support through efficiency and automation front-to-back problem and capacity management and mitigation of risk.

What do you need to succeed

Must Have

• Bachelors of Science degree or equivalent in related discipline

• 5-7 years hands on related experience; detail oriented assertive and proactive with both day-to-day tasks and short and long-term deliveries

• Prior in-depth experience in supporting large-scale enterprise-wide global trading and risk platforms

• Consistently seeking to automate; Strong scripting skills (i.e. Python PERL etc.)

• Solid working understanding of LINUX WINDOWS and SQL (including database concepts)

• Proven experience with the principles of ITIL Incident Management Problem Management and Change Management

• Experience with MS SQL / Sybase or other equivalent relational database. Ability to write on the fly DB statements

• Good organization skills ability to effectively context switch and thrive in a fast pace environment; strong analytical/critical thinking with the implied ability to continuously multitask and manage priorities

• Excellent verbal and written communication skills; strong interpersonal skills and self-starter attitude

• Proven ability to collaborate well with others be strategically focused and realize continuous improvements

• Confidence and capability to quickly learn a new portfolio of applications become an SME and train demanding users

• Disciplined approach to document all processes issues and user stories in Confluence and Jira

Nice to Have

• Previous lead or management experience

• Experience with BMC Control M preferred Autosys Tidal or other batch scheduling platforms acceptable

• Proven history building proactive application monitoring across all environments via ITRS Geneos AppDynamics Dynatrace)

• Experience with CI/CD pipeline automation (Github Nexus RLM Ansible Elastic Logstash Kibana Jenkins and more)

• Hands on exposure to: MemSQL Ignite Java Spring AWS S3 MongoDB Datalake Docker Kubernetes and more

• In depth understanding of Capital Markets which includes all aspects of sales lifecycle

What is in it for you

We thrive on the challenge to be our best - progressive thinking to keep growing and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other reaching our potential making a difference to our communities and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses flexible benefits and competitive compensation

• Leaders who support your development through coaching and managing opportunities

• Opportunities to work with the best in the field

• Ability to make a difference and lasting impact

• Work in a dynamic collaborative progressive and high-performing team

• A world-class training program in financial services

• Flexible working options fully supported.

#LI-POST

Job Skills

Application Production Support Applications Support Capital Markets Computer Operations Customer Relationship Management (CRM) System Customer Service Enterprise Application Delivery Group Problem Solving Information Systems (IS) Support Information Technology (IT) Infrastructure Information Technology Infrastructure Library (ITIL) Interpersonal Relationships Investment Banking Leadership Production Services Risk Management Salesforce (Software) Salesforce Financial Services Cloud Standard Operating Procedure (SOP) Support Services System and Console Operations System Applications Systems Software Technical Support

Additional Job Details

RBC CENTRE 155 WELLINGTON ST W:TORONTOTORONTOCanada37.5Full timeCAPITAL MARKETSRegularSalaried

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best effectively collaborate drive innovation and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect belonging and opportunity for all.