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Job Description
What will you do?
Application Support Management
- Manages Technology Application Support staff responsible for providing application support for RBC
- Manages day-to-day support to ensure service and resolutions are within established SLAs
- Maintains seamless technology support for clients when dealing across multiple RBC LOB and external vendors
- Delivers ongoing performance management and coaching feedback to direct reports
- Ensures that all requests raised by clients and users are handled timely and appropriately; and assists with Senior Management escalation where needed
- Participates in projects as a lead for the Application Support team
- Assist with case resolution and escalations as required
- Coordinates change management and monitors implementation of infrastructure and application fixes and vendor system upgrades where necessary
People Management and Leadership
- Adhere to all manager accountabilities, by exemplifying the RBC Values and leadership behaviors
- Act in accordance with the understanding that your management role has an objective of developing and encouraging others to succeed by doing the right tasks at the right time - every day - to become the best they can possibly be.
- Develops an employee base capable of meeting RBC's current/ future talent needs
- Evaluates performance and provides continual constructive feedback, coaching and guidance to strengthen team, individual effectiveness; provides challenging assignments to develop employees in establishing clear and measurable goals
- Addresses performance issues, conflicts in a timely/direct manner
- Ensure direct reports have the tools to succeed and improve performance
- Translates strategies into clear goals, plans, metrics for team/individuals
- Ensure that people understand how their work connects to organization's goals; keeps people focused on priority goals and metrics
- Challenges people to set and achieve ambitious goals and holds them accountable.
You are a builder, influencer, and change agent
- You will be leading a 24 x 7 team of high performing Operations Incident Responders that are highly skilled and knowledgeable in all facets of incident response.
- On any single day, you will be involved in co-ordinating and leading the team through Fraud related incidents and investigations.
- You will have the technical expertise and ability to contain and remediate the incident all while providing senior leadership with continuous updates of the situation in a clear and concise manner.
- You are also accountable to facilitate and provide an incident response report that outlines the incident details, timelines, actions taken, and lessons learned.
Must Have:
- 5+ years of technical experience
- Must have good communication and troubleshooting skills
- Production trouble shooting skills
- Operating Systems: Windows, Linux
- Knowledge of production controls and access management
- Familiarity with Hadoop/Hive platform, Cloud Platforms, Java application support
- 5+ years of progressive experience in business application support roles within the financial services industry
- 1 - 3 years of experience in people management or experience in coaching, training, mentoring, and leading people
- Demonstrated management and leadership skills sufficient to lead and motivate
Skills and experience we value
- Superior communication skills both written and oral; ability to effectively communicate technical material to non-technical users
- Detailed oriented with excellent analytical skills
- Aptitude for probing and uncovering underlying low-level details, technical issues and business constraints when dealing with problems
- Use of creativity in finding alternative solutions to business needs.
- Able to work in and lead a team environment by sponsoring a collaborative approach in dealing with and partnering with fellow members.
- Effective coaching skills
- Ability to adapt and change in a growing environment
- Has confidence and self-motivation to be proactive
- Has a strong, calm demeanor in working with multiple clients and vendors
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
Flexible work/life balance options
Opportunities to do challenging work
Opportunities to take on progressively greater accountabilities
#LI-Hybrid
#LI-POST
#TECHPJ
Job Skills
Applications Support, Communication, Decision Making, Information Technology (IT) Infrastructure, Information Technology (IT) Support, Interpersonal Relationships, IT Systems Integration, Technical KnowledgeAdditional Job Details
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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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