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Job Description
What is the Opportunity?
This position involves Production and Operations Support within a portfolio of ~10 AML IT applications. The applications are built on platforms such as Mainframe, Windows, Linux, and AIX, Cloud, Hadoop and OCP. This role is key to ensure service level agreement commitments are achieved on a daily basis by recognizing, prioritizing and escalating issues of urgency to ensure Regulatory deadlines are met and end users are minimally affected. This role will work alongside other Production Analysts/Leads, Development Leads, Release Management Support and Application/Infrastructure teams with a primary goal to ensure minimum to no application service disruptions occur. Of key importance is to possess a drive to learn and understand how these applications work and when they have issues to maintain ongoing status communications to affected stakeholders until issue has been resolved. Additionally a drive to not only resolve the issue, but identify and capture the root cause is another essential part of this role in order to enable continuous improvement of our systems so we might prioritize related fixes and mitigate/eliminate future issues.
What will you do?
Investigate and support production problems, issue ongoing status communications to identified stakeholders, and driving to resolution and identification of root cause.
Identify any partners not meeting RBC IT service level commitments and communicate and escalate any service gaps impacting our applications
Follow documented Application Health Check items to confirm application is operating as needed.
Follow documented Problem Resolution Process steps when issues occur
Call out any gaps or ambiguity in documentation so it may be addressed
Work in an high achievement environment where diversity is valued and people are treated with respect and dignity
Seek out guidance and mentors to ensure full understanding of systems and define a career path within the team.
What do you need to succeed?
Must have:
Strong organization and communications skills (written and verbal)
Ability to Prioritize multiple issues
Ability to understand and drive needed activities based on Urgency
Knowledge of some infrastructure management products
Proven experience in Application troubleshooting
Comfortable with working with rotating shifts and providing and obtaining hand-offs for active issues being addressed
Ability to work in a Team and Coordinate within and across departments to achieve overall success
Concern for Order/Quality
Achievement Motivation
Bachelor's degree in Computer Science, Computer Engineering or equivalent training and experience
Good expertise with main industry databases (Oracle, SQL server, etc)
Experience with SQL environments and SQL Query.
Experience with Window / Unix environment
Nice to have:
Knowledge and/or proven ability to drive continuous improvement within processes
Knowledge of Service Now
Experience in Application development & testing
Experience in Application Support
ITIL knowledge/certification
Knowledge of Release management activities
Knowledge of application interdependencies across AML IT applications
Experience with monitoring and logging technologies such as Dynatrace, Prometheus, Grafana, Zabbix, ELK, Splunk, etc.
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
Work in a dynamic, collaborative, progressive, and high-performing team
Flexible work/life balance options
Opportunities to take on progressively greater accountabilities by doing challenging work
Opportunities to building close relationships with clients in other teams and platforms
#LI-HYBRID
#LI-POST
#TechPJ
Job Skills
Computer Operations, Customer Service, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, Standard Operating Procedure (SOP), System and Console Operations, System Applications, Systems SoftwareAdditional 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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