Senior Manager, Application Support

1 month ago

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

As a Senior Manager, Application Support, you will lead a team of technical resources supporting applications within the portfolio of the Investor Services Technology group. The team will primarily be focused on production support and application maintenance activities. You will be responsible for providing direction to the team and partnering with stakeholders across the organization to deliver best-in-class support and capabilities to our clients and ensuring smooth day-to-day business operations and stability of the platform.

Key Responsibilities
  • Primary relationship manager for the IT application support team and Investor Services, Operations, and Business teams.
  • Collaborates and builds relationships with colleagues across TI to achieve business and IT objectives, and to identify opportunities for cross-platform synergies in order to save costs and avoid duplication of effort.
  • Manages problem resolution for overnight runs. Leads and escalates overnight issues to appropriate groups in the event of problems threatening to delay the nightly run.
  • Manages key vendor relationships and problem resolution and maintenance of application with vendor contacts.
  • Operationalize application processing and downstream flows and create operational procedures for error handling and reporting. Improves efficiency in nightly runs and application processes with vendor and downstream systems.
  • Coordinates application maintenance releases from vendor and other maintenance changes. Establishes change management process with the development lead and manages application change process for future project phases and enhancements.
  • Creates and manages application maintenance budgets.
  • Tracks and reports on any system-related issues and works directly with the development lead, the business unit, and the infrastructure group to recommend and resolve either software or hardware solutions. Tracks and reports customer-visible incident/problem items against availability requirements and service terms to IT Director and IT team leads. Drives service optimization and identifies areas for further review.
  • Works to improve system resilience, including both failover and disaster recovery capabilities. Implements automated production monitoring and alerting tools and automated support processes. Promotes innovative or improved methods to get the work done and implements best practices such as Agile and DevOps, Cloud, Self-healing applications & AI.
Requirements
  • Minimum 5+ years of experience in leadership and/or people management.
  • Proven application support, maintenance, and delivery of enhancements projects on critical applications and experience working with onshore and offshore resources.
  • Experience with SDLC processes and tools, Windows, SQL, MQ, and technologies such as WAS, JAVA, WebSphere,.NET, AIX, Linux, Unix, JBOSS. Solid understanding or experience with Cloud, DevOps processes/tools, and Agile Methodologies.
  • Capacity planning/sizing and performance tuning, strong planning, organizational, problem-solving, and critical thinking skills.
  • Bachelor's degree in technical area of study (computer science, mathematics, engineering, etc.) or equivalent combination of practical experience and professional training.
  • Business knowledge of Investments – securities trading, corporate actions, SWIFT Payments.
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.

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