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Production Services Leader

2 months ago

Toronto, Ontario, Canada RBC - Royal Bank Full time
Job Summary

We are seeking an experienced and highly motivated Production Services Leader to join our Capital Markets team at RBC. This role will be responsible for delivering high-quality production support services to our Fixed Income business, leveraging ITIL service management principles.

Key Responsibilities
  • Lead multiple teams of production support analysts in Canada, the U.K, and the United States, providing world-class support across multiple time zones.
  • Operate as a Player/Coach, bringing a mix of hands-on technical and business knowledge, people leadership, project, and communication skills.
  • 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.
  • Drive production stability, reliability, and service excellence through data-driven approaches and metrics.
  • 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.
  • Minimum 5 years of Supervisory/Management/Team Leadership experience in technology support of Capital Markets trading and related functions.
  • Knowledge of Fixed Income trading activities, market data feeds, and 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 with ITIL implementing Service management practices (Event, Incident, Problem, and Change management activities).
Preferred Qualifications
  • Working knowledge in Elastic Search, Release Management Tools (Ansible, Jenkins)
  • Experience in DevOps and cloud technology (AWS, GridGain)
  • Experience to support MQ, SOLACE, and RV/RMDS
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.