Senior Manager, Application Support

1 month ago

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

We are seeking a highly skilled Senior Manager, Application Support to lead our team of technical resources supporting applications within the portfolio of the Investor Services Technology group. The successful candidate will be responsible for providing direction to the team and partnering with stakeholders across the organization to deliver "best in class" support & 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 down stream flows and create operational procedures for error handling and reporting. Improves efficiency in nightly runs and application processes with vendor and downstream systems.
  • Co-ordinates application maintenance releases from vendor and other maintenance changes. Establishes change management process with the development lead and manage application change process for future project phases and enhancements.
  • Create and manage 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. Track and report customer-visible incident / problem items against availability requirements and service terms to IT Director and IT team leads. Drive service optimization and identify areas for further review.
  • Work to improve system resilience, including both failover and disaster recovery capabilities. Implement automated production monitoring and alerting tools and automated support processes. Promote innovative or improved methods to get the work done and implement 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 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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