Director, IT Support and Operations

2 weeks ago

Mississauga, Ontario, Canada Royal Bank of Canada Full time

Job Summary

Job Description

What is the Opportunity?

The Director IT Support and Operations role will report to the Senior Director Software Development within the Insurance IT team. The Insurance IT Support team mandate and the organization structure will support Insurance Platforms by leveraging synergies and scale to implement a single, centralized team to provide production/maintenance support for all Insurance applications (excluding International Business).

What will you do?

  • Oversight and accountability for:
    • Change Management - both local and representation at enterprise CAB.
    • Service Level Management – measure KPIs to ensure applications meeting business expectations.
    • Incidence Response/ on call support (1st level) and oversight to resolution.
    • Daily production support call triage.
    • Vendor oversight of 3rd party IT engagements.
    • Leverage the event engine to understand support impacts across the entire Insurance technical platform (Horizontal view).
    • Increase platform reliability through increased adoption of SRE patterns/products.
    • Leverage AIOps to reduce recurring P3/P4 tickets.
    • Application maintenance through the ITAS AM contract capacity.
    • Management of disaster recovery capabilities and test coordination.
  • Partners with applications owners to ensure delivery of IT support and maintenance services.
  • Provide guidance on technology risk matters to senior leaders and stakeholders that impact IT platform reliability.
  • Strengthen alignment across common IT areas and leverage best practices for support, SRE, change management.
  • Recommend enhancements to improve system reliability and operational efficiencies. Contribute to the development of unit policies, standards, and metrics, ensuring alignment with enterprise policies.

What do you need to succeed?

Must-have

  • Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.
  • Minimum 15+ years of experience in IT Support and Operations, preferably in large financial services Firms
  • 5+ years of SRE or Systems Engineering experience with a proven record in technical leadership.
  • In-depth knowledge of industry standards and best practices in IT Support management (ITSM).
  • Ability to work independently and manage competing priorities in a fast-paced environment:
    • Ability to manage relationships and drive results across a large organization
    • Excellent written and verbal communication skills, with ability to appropriately summarize for senior audiences and foster collaboration across departments.
    • A resilient problem-solving approach, capable of leading the charge during high-stress incidents.
    • Strategic thinking and analytical prowess, with a focus on maintaining reliable and performant systems.
    • Organizational skills to manage multiple priorities in a fast-paced environment.
    • High level of attention to detail.

Nice-to-have

  • Insurance industry experience
  • Hands-on experience with DevOps CI-CD tools e.g. Jenkins, Artifactory and Vault
  • Project Management skills are a plus.

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.
  • Access to a variety of job opportunities across business

Job Skills

Business Oriented, Business Performance Management, Customer Service Administration, Information Technology (IT) Services, Information Technology Trends, IT Products, IT Service Management (ITSM), IT Standards, IT Systems Management, Long Term Planning, Organizational Leadership, Organizing Meetings, Resource Management

Additional Job Details

Address:

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

City:

MISSISSAUGA

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

Technology and Operations

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

Application Deadline:

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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