Production Services Leader

3 days ago

Toronto, Ontario, Canada Royal Bank of Canada> Full time

Job Summary

Job Description

What is the Opportunity?

We are seeking an experienced and highly motivated leader to oversee the delivery of Production Application Support services to the Fixed Income Business. This position will leverage ITIL service management principles to manage Event, Incident, Problem, and Change management activities, serving as the primary escalation point for any issues impacting the production environment.

The ideal candidate should have strong capital markets experience and serve as a liaison between the IT and business teams.

Key Responsibilities

  • Lead multiple teams of production support analysts in providing world-class support, 24x7 across multiple time zones, ensuring the highest levels of service for Fixed Income Clients and applications.
  • Operate as a Player/Coach, bringing a mix of hands-on technical and business knowledge, people leadership, project, and communication skills to develop deep knowledge of applications, architecture, and 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.
  • Drive production stability, reliability, and service excellence through data-driven approaches and metrics.
  • Partner closely with Application Development teams and external vendors to drive 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 of 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 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.) skills.
  • 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'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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