Client Technology Production Support Lead
City : TORONTO, Ontario, Canada
Category : Technology | Analytics | Research
Industry : Financial/Banking
Employer : RBC
Come Work with Us!
At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.
Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.
What is the opportunity?
This is an exciting opportunity to join a rapidly growing team supporting a stable but growing business at a major North American Bank. Working within the QTS (Quantitative Technology Services) organization this candidate will lead an existing hands on RTB (Run The Bank) production support team. This role is within the CBDT (Client Banking and Digital Technology) group with staff located in Toronto, Halifax, New York, London and India.
The overall group is responsible for:
Supporting various revenue enabling applications in the Client Technology portfolio including but not limited to:
Client First (Central client management tool)
Client Revenue Reporting Portal (Qlikview and Qliksense)
Client Relationship Management Platform (SalesForce with Tier1 customizations)
Palantir data analytics platform
ECO (Smarsh Compliance Surveillance Tool)
Fenergo (Client Lifecycle Management Tool)
iPreo, Dealogic and other conference, event and syndicate book building platforms
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. Update internal config management and risk systems.
What will you do?
Operate as a team lead to manage a group of dedicated production support staff. Responsibilities include managing performance, staffing decisions, performance management and building on an existing strong team culture.
As a hands on technical lead you will 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
Responsibilities include rotational weekend release work + checks
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?
5+ years working in a production support capacity at a Capital Markets organization
3+ years leading a small team with a direct reporting line
Bring a high level of confidence and capability to quickly learn a new portfolio of applications, become an SME and train demanding users
Proven experience with the principles of ITIL Incident Management, Problem Management and Change Management
Experience with RHEL Unix / Linux / Windows environments and basic scripting (Bash, Python, Powershell, batch)
Experience with MS SQL / Sybase or other equivalent relational database. Ability to write on the fly DB statements
Disciplined approach to document all processes, issues and user stories in Confluence and Jira
Strong analytical/critical thinking with the implied ability to continuously multitask and manage priorities
Nice to Have
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, Pagerduty, Splunk, Uptrends, Datadog )
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, Kafka, Docker, Kubernetes and more
BS/BA with an in depth understanding of Capital Markets which includes all aspects of sales lifecycle
RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager
What’s 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.
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and high-performing team at a world-class training program in financial services
Flexible work/life balance options
Opportunities to do challenging work, take on progressively greater accountabilities and build close relationships with key stakeholders
Access to a variety of job opportunities across business and geographies via internal mobility
Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.