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Job Description
The Operations Analyst is responsible for monitoring and supporting all of Royal Bank of Canada's global network environment on a 24/7/365 days a year basis. As a member of the SRO Front Line Operations & Recovery NOC, the Operations Analyst will be accountable for monitoring and providing technical support in event/incident/problem management, escalation, restoration of service, triage and maintain all services pertaining to RBC's operations environment.
This role will require the Analyst to work effectively in both an independent and team oriented environment. We are RBC's main production network monitoring team for Canadian, USA and international based businesses and functional units including Personal and Commercial Banking (P&CB), Investor & Treasury Services (I&TS), Insurance, Capital Markets (CM), Wealth Management (WM), Technology and Operations (T&O), and Functions.
What will you do?
Fault and incident Management.
Problem Escalation.
Perform technical support and analysis on complex incidents/outages to minimize business impact and promptly restore service within Operational Service Levels (OLA's) and Service Level Agreements (SLA's)
Monitor/Triage all domestic and international Data Centers, Remote Offices, Wireless and their respective technologies
Escalate any major operational/systems problems to the appropriate 2nd Level support teams, management and key internal and external business partners
Coordinates requests with IT support teams, identifying, tracking and resolving issues
Detect, investigate, diagnose and recover anomalies across the production infrastructure
Perform first level technical support based on the Incident Management Framework
Allocate resources to ensure equipment & affiliated software is maintained to achieve high productivity at minimum cost.
Ensure adherence to Change and Incident Management Policies/Procedures with appropriate back out instructions where applicable with respect to Service Level Agreements to our Client Base.
What do you need to succeed?
Must have:
Strong interpersonal and communication skills; ability to communicate with people in a wide variety of areas and at various levels from technical specialists to senior managers
Undergraduate degree/diploma preferably in Computer Information Systems or equivalent experience preferred
Cisco Certified Network Associate (CCNA) and Cisco Certified Network Professional (CCNP) preferred
Knowledge with data, voice and wireless network technologies including hardware technologies associated with each
Knowledge of Network based technologies and processes: Cisco suite of products including Routers / Switches / Firewalls / F5 Load Balancers.
Knowledge of Service Now Application
Knowledge of MoogSoft Application
Knowledge of ITIL Foundation
Nice to have:
Understand the concepts of TLS/MPLS/VPN, DWDM Concepts, F5 and Load Balance Concepts: suspend / activate services.
Basic understanding of ATM platforms and setups i.e. Communication problems / modems/ switches checks.
ITIL Foundations, Lean Six-Sigma, A+ Certification
Scripting and automation experience
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
#TechPJ
Job Skills
Active Learning, Adaptability, Customer Service, Decision Making, Detail-Oriented, IT Standards, Lifelong Learning, Long Term Planning, Operational Delivery, Problem SolvingAdditional Job Details
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Inclusion and Equal Opportunity Employment
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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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