Environment Management, Technical Analyst

**Come Work with Us**

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

**Job Title**

Environment Management, Technical Analyst

**What is the opportunity?**

The Technical Systems Analyst will be a key member of the Environment Management team and responsible for maintaining, monitoring and supporting all CGCS environment. The role will be part of a support rotation as needed and occasional weekend support may be required to fulfill support needs. You will be responsible to remediate and support the stabilization of the servers, OS, software and interconnectivity within the RBC environment. Documenting and tracking the completion of the vulnerability from environment to environment. Creating and providing documentation to the RTB teams to implement changes on all devices in the production domains. Providing support for stability of environments for the CTB and RTB teams in accordance to the Established Service Level Agreements within CGCS IT. Our mission is to earn the trust of our business partners, exceed their expectations, create value and go beyond transforming data to knowledge. We provide creative and intuitive solutions to support the ever growing need for information and provide seamless integration between varied software platforms across vendor and custom built products. Not only do we seek to understand our business partner’s needs but we will evaluate, integrate and support innovative technologies, while effectively maximizing return on existing technology investments This role will require the Analyst to work effectively in both an independent and team oriented environment. As a Technical Systems Analyst, You will play a key role in preventing and resolving production disruptions, manage risk, improve support effectiveness and continually improve technical processes.

**What will you do?**

Work in a team environment of other Technical Systems Analysts along with the Senior Manager to keep servers stability and adherence scores at 100%.

Ensure Developer access to Test and Developer Access to Production reports are adhered to and followed

Automate and streamline processes using various tools available at RBC in a cost effective manner

Support and identify cost reduction - using standardization and simplification - while maximizing business value.

Review, track, report on key performance indicators (KPI’s) in our weekly reports

Review and develop and improve our dashboard to support the KPI reporting

Communicate regularly with CGCS Run the Bank team and change the bank teams, RBC IT teams, RBC management and peers on a regular basis.

Participate and at times lead the resolution of complex technical issues and escalate as appropriate.

Creating incident and problem tickets

Maintain a planned training & development plan.

Help RTB and CTB team manage/maintain Operational Level Agreement (OLA) and Service Level Agreement (SLA).

Document Processes and Procedures for Production Support and annual review of KB articles.

Drive the operational excellence on a yearly basis by reducing the budget by at least 5% a year.

Escalate any major operational/systems problems to the appropriate 3rd Level support teams, management and business partners.

Coordinates requests with IT support teams, identifying, tracking and resolving issues

Perform first level technical support based on the Incident Management Framework

Ensure adherence to Change and Incident Management Policies/Procedures with appropriate back out instructions where applicable with respect to Service Level Agreements to our Client Base Log and continuously review incidents for trends and common root causes

Ensure process to mitigate, remedy and prevent recurrences of outages are understood by team members.

Continuously review and recommend production batch optimization opportunities for deployment

**What do you need to succeed?**

**Must have**:
Strong interpersonal and communication skills; ability to communicate with people in a wide variety of areas and at various levels from technical specialists to senior managers

Undergraduate degree/diploma preferably in Computer Information Systems or equivalent experience preferred Working knowledge with data, server, and network technologies including hardware technologies associated with each

Strong experience in deploying functional networks and their associated technologies and protocols Strong experience in networks/systems monitoring and management Strong experience in configuring, installing and troubleshooting systems running Windows

Working knowledge of Ansible, Jenkins, Autom