Production Services Leader

3 hours ago

Toronto, Ontario, Canada Royal Bank of Canada Full time
Job Summary

We are seeking an experienced and highly motivated Production Services Leader to join our fast-paced Capital Markets, QTS, Fixed Income Production Application Support team.

This position will own delivery of Production Application Support services to the Fixed Income Business, leveraging ITIL service management principles of Event, Incident, Problem and Change management and serve as primary escalation point for any issues impacting the production environment.

Key Responsibilities
  • Lead multiple teams of production support analysts in Canada, the U.K and the United States providing world class support, 24x7 across multiple time zones, ensuring the highest levels of service for Fixed Income Clients and applications across Commodities & Futures for Trading, Pricing and Risk management systems.
  • Operate as a Player/Coach, bringing to the table a mix of hands-on technical and business knowledge, people leadership, project and communication skills, developing deep knowledge of applications, architecture, up and downstream flows.
  • Manage Production, acting as an escalation point for operational teams on a 24x7 basis, taking part in incident response, problem management, and root cause analysis.
  • Will be a self-starter, owning day-to-day operational support services, driving production Stability, Reliability and Service Excellence.
  • Employ a data-driven approach to driving production stability via metrics and reporting, partnering closely with Application Development teams and external vendors in driving Production Stability and Continuous improvement.
  • Ensure accurate logging of support incidents, conduct Incident and Problem Review Meetings (PRMs) and track action items to closure.
  • Drive efficiencies through the implementation of tools and process improvements
  • Provide leadership and subject matter expertise to team members.
Requirements
  • 10+ years of experience in IT with strong knowledge of Capital Markets including Fixed Income Products (FX, Cash, Derivatives, Structured Products, Commodities and Futures)
  • Minimum 5 years Supervisory / Management / team leadership experience in technology support of Capital Markets trading and related functions.
  • Knowledge of Fixed Income trading activities (Pricing, booking, execution, live risk, market risk, etc.), market data feeds and knowledge of applications such as Murex, Openlink, XTP risk systems is highly desirable
  • Excellent verbal and written communication skills and good temperament, with the ability to face off to challenging trading clients.
  • Ability to manage the book of work / open issues from trading desks and work across IT and external vendors to capture, track, status update and drive issues to resolution.
  • Solid Linux, SQL, and any scripting language (Shell, Perl, Java, Python, etc.)
  • Experience with Database, Linux, Windows and basic infrastructure.
  • Good Knowledge of enterprise scheduler platforms and monitoring tools (i.e. Control-M, Geneos, Tableau and Service Now).
  • Working knowledge of underlying infrastructure and interoperability (servers, storage, network, middleware).
  • Solid knowledge of and experience ITIL implementing Service management practices (Event, Incident, Problem and Change management activities).
What We Offer
  • 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.

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