City : TORONTO, Ontario, Canada

Category : Operations

Industry : Financial/Banking

Employer : RBC

What is the opportunity?

RBC is seeking a senior leader in our Banking Technology Group. The Senior Director, Operations, Support and Maintenance will be working with a group of experienced and dedicated professionals to build, launch, operate, maintain, and support the systems required for a new line of business that serves our corporate clients.

The Senior Director, Operations, Support and Maintenance is expected to have experience with building a support and operations organization with a product mindset, where cross-disciplined product teams will be responsible for supporting their own products with the help and guidance of a Center of Enablement. 

You will be a key member of the senior management team of this newly established organization, reporting to the CIO, Head of Technology. The Senior Director will oversee all aspects of efforts associated with “run-the-bank”, which include the launch, adoption, operation, support, and maintenance of all systems owned by the business to provide 24/7 support to the business. 

The ideal candidate should be a seasoned professional with extensive experience in leading support and maintenance organizations to provide mission critical service to line of business in finance and banking industry. 

What will you do?

• Build a “run-the-bank” team and required operational procedure, establishing required process, defining acceptable SLAs, acquiring, and operationalizing necessary tools for the effort
• Mentor junior team members and manage their performance and career growth
• Establish and operate an Operations, Support and Maintenance Center of Enablement, and implement a modern support operation which focuses on enabling product teams to provide support to their respective products
• Identify, monitor and report on KPIs for operations, maintenance and support effectiveness of the team as the leader of the CoE
• Maintain the relationship with infrastructure and cloud engineering teams to manage and operate mainly Azure cloud-based infrastructure
• Provide 24x7 support to the business on applications owned by the team, establish, monitor, report on and meet Service Level Agreements (SLAs)
• Build the necessary toolset needed to support the applications in a new innovative way that will reduce downtime to a minimum, enable self-healing, and reduce MTTR.
• Ensure our IT operations are compliant with all RBC policies, work with corporate compliance and risk teams to identify and mitigate IT risks
• Work with “build-the-bank” team and enterprise partners to ensure operational readiness for newly launched or updated systems and applications. Assess operational readiness of such applications and drive non-functional requirements such as security, scalability, high availability and disaster recovery
• Establish mechanism to monitor the health and performance of critical business systems, pro-actively identify and remediate issues.
• Work with DevOps and engineering teams to implement best SRE practices, and influence engineering process to ensure a supportable product.  
• Lead the team to prioritize, troubleshoot, resolve, and communicate complex incidents and deep underlying issues, provide maintenance fixes to underlying causes within the scope of support team. 
• Collaborate with various levels of support outside the immediate team to ensure timely and thorough resolution of production incidents, including vendors.
• Continuous monitor team performance, identify deficiencies and continuously drive improvements in all aspects of operations
• Establish team culture that focuses client success and is inclusive and supportive which encourages ownership, accountability, and innovation

What do you need to succeed?  
Must-have

• A strong educational background combined with extensive work experience and progressive career that spans 15+ years with five years or more in similar senior management or executive leadership role.
• Experience working in technology solutions or support service delivery in banking or related industry.Experience in building and leading production support group in high availability/mission critical environment
• Experience with creating a support operation with multiple cross-disciplined product teams rendering support and maintenance in a decentralized manner.
• Experience with setting up and operating Maintenance, Support and Operations CoE
• Experience with SRE concepts, tools, and practices like chaos engineering, observability, self-healing, error budget, DR exercise, and tools like Dynatrace, Data Dog, ELK stack, Ansible.Extensive experience in cloud-based application architecture and networking, especially in Azure

Nice-to-have

• Knowledge in the technology and architecture of the applications leveraged by the team which include, but not limited to core banking systems, payment solutions, interactive web applications and operational data repositories. 
• ITIL or similar certification
• Familiarity with banking regulations and compliance requirements
• Knowledge of change management and business unit functions and how business units relate to each other
• Azure or AWS practitioner associated architect and professional architect or equivalent cloud certification.  

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.
• Positive work culture emphasizing diversity and inclusion, volunteerism and community involvement
• A comprehensive Total Rewards Program including great benefits, annual incentive program and recognition
• Leaders who support your development
• A dynamic, collaborative, and high-performing team
• Opportunities to do challenging work and grow your career
• Work-life integration

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