Senior Technical Support Analyst
City : TORONTO, Ontario, Canada
Category : Technology | Analytics | Research
Industry : Financial/Banking
Employer : RBC
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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.
Job Title
Job Description
What is the opportunity?
Finance IT is a global technology function responsible for providing operational and change services to Enterprise-wide and business-aligned Finance functions.
The Global Application Services team comprises over 60 staff who provide a range of operational, support and technical services across a global portfolio of almost 100 Finance IT-owned applications.
The technology stack spans UNIX, Windows and various databases including Oracle, Sybase and SQL Server – many applications are business critical with stringent operational SLAs.
As a Senior Application Support Analyst, you will play a key role in preventing and resolving production disruptions, manage risk, improve support effectiveness and continually improve technical processes.
What will you do?
• Act as a technical troubleshooter across the Finance IT application portfolio to ensure accurate and timely resolution of incidents
• Manage and Resolve production incidents raised by Application users to ensure closure within SLA
• Actively monitor application incident queues and liaise with assigned analyst on incident status to ensure there is progress in incident resolution
• Log and continuously review incidents for trends and common root causes
• Ensure process to mitigate, remedy and prevent recurrences of outages are understood by team members
• Continuously review and recommend enhancements and production optimization opportunities for deployment
• Be a self-starter and identify continuous improvement opportunities and work collaboratively with Site Reliability Engineering teams (SRE) to help optimize performance to reduce costs
Must have:
- 3-5 years' experience in a high-pressure multi-technology environment in production support
- Required to be on call for 24X7 as required to support Applications
- Experience with Stonebranch scheduler
- Ability to analyze, troubleshoot and resolve production incidents
- Strong communication and Interpersonal skills in order to provide status updates to business and IT management
- A good working knowledge programming languages and relational databases (e.g. UNIX scripts, Oracle, SQL Server, Python)
- Enterprise Data-lake knowledge (eg: Running queries in Hive and Hadoop environments, analyze Hadoop data)
Nice to have:
- Understanding of SRE concepts
- Experience in Canadian Insurance Domain
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.
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
- 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
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to do challenging work
- #LI-Hybrid
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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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