Senior Manager Application Support

4 weeks ago

Halifax, Nova Scotia, Canada Royal Bank of Canada Full time

Job Summary

Job Description

GFT - AML IT Compliance Senior Manager Application Support

What is the opportunity?

Are you a talented, creative, and results-driven professional who thrives on ensuring applications are optimized and operating as required with minimized risk? Come join us at Royal Bank of Canada, where we're committed to innovation and growth.

We're seeking a Senior Manager Application Support to lead our AML IT team in supporting and enhancing AML applications in support of our Financial Crime business partner use and RBC's related reporting to our global regulatory bodies.

What will you do?

  • Lead a team of Production, Operations, and Release Management Support specialists who support a portfolio of ~10 AML IT applications built on platforms such as Mainframe, Windows, Linux, and AIX, Cloud, Hadoop, and OCP.
  • Ensure service level agreement commitments are achieved daily by recognizing, prioritizing, and escalating issues of urgency to ensure Regulatory deadlines are met and end users are minimally affected.
  • Work alongside other Production Analysts/Leads, Development Leads, and Application/Infrastructure teams with a primary goal to ensure minimum to no application service disruptions occur.
  • Drive to learn and understand how these applications work.
  • Investigate and support production problems, ensuring ongoing status communications to identified stakeholders, and drive to issue resolution.
  • Ensure capture of issue root cause to enable continuous improvement of our systems so we might prioritize related fixes and mitigate/eliminate future issues.
  • Identify any partners not meeting RBC IT service level commitments and communicate and escalate any service gaps impacting our applications.
  • Ensure documentation of Application Health Checks is in place and executed by team to confirm applications are operating as needed.
  • Ensure documentation of Problem Resolution Process steps for key issues is in place for team.
  • Call out any gaps or ambiguity in documentation so it may be addressed.
  • Work in a 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.
  • Identify opportunities to automate manual tasks (including Application Health Check items) within team to reduce risk of application disruptions.

What do you need to succeed?

Must-have

  • Strong organization and communications skills (written and verbal).
  • Strong and proven ability to troubleshoot issues and define resolution path.
  • Ability to understand, prioritize, and drive needed activities across multiple issues.
  • Experience and proven ability to drive continuous improvement within processes.
  • Ability to build relationships with stakeholders.
  • Ability to Build and Lead a team and coordinate within and across departments to achieve overall success.
  • Concern for Order/Quality and Achievement Motivation.

Nice-to-have

  • AML and/or regulatory background.
  • Working background/experience with segments of RBC (either business or IT).
  • Comfortable with working with rotating shifts and providing and obtaining hand-offs for active issues being addressed.
  • Bachelor's degree in Computer Science, Computer Engineering, or equivalent training and experience.
  • Experience with main industry databases (Oracle, SQL server, etc), experience with SQL environments and SQL Query. Experience with Window/Unix environment.
  • Knowledge of Service Now and experience in Application development & testing and experience in Application Support.
  • ITIL knowledge/certification. Knowledge of Release management activities and 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, 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.

#LI-Hybrid

#LI-Post

#LI-PK

Job Skills

Business Performance Management, Communication, Customer Follow-Ups, Decision Making, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, IT Service Management (ITSM), IT Systems Management, Long Term Planning, Operations Support, People Management, Problem Management, Service Level Agreement (SLA), Time Management.

Additional Job Details

Address: 120 WESTERN PKY:BEDFORD

City: BEDFORD

Country: Canada

Work hours/week: 37.5

Employment Type: Full-time

Platform: TECHNOLOGY AND OPERATIONS

Job Type: Regular

Pay Type: Salaried

Posted Date:

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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