Production Support Lead

Job Description

What Is The Opportunity?

The HR & CLAO IT - Production Engineering & Intelligent Operations team is seeking a highly skilled and motivated Production Support Lead to oversee and enhance the operational performance of a suite of critical Occupancy and CRE applications. These applications play a pivotal role in supporting on-site staff across RBC, ensuring seamless functionality and operational excellence.

The ideal candidate will possess a strong background in production support, exceptional communication skills to effectively collaborate with cross-functional teams and stakeholders, a proactive approach to problem-solving, and a commitment to driving continuous improvement in application operations. This role offers an exciting opportunity to contribute to the success of a dynamic and impactful team within RBC.

What Will You Do?

• Work with a team of production support analysts, delivering exceptional support for Occupancy and CRE applications to ensure seamless operations and the highest levels of service for on-site staff.
• Operate as a hands-on contributor, leveraging technical and business expertise, communication skills, and developing knowledge of applications, architecture, and workflows.
• Demonstrate superior incident management capabilities, acting as an escalation point for operational teams and leading incident response, problem management, and root cause analysis.
• Take ownership of daily operational support services, driving production stability, reliability, and service excellence through proactive measures.
• Utilize a data-driven approach to enhance production stability, employing metrics and reporting while collaborating with Application Development teams and external vendors to drive continuous improvement.
• Ensure accurate logging and tracking of support incidents, conduct Incident and Problem Review Meetings (PRMs), and ensure timely closure of action items.
• Manage releases, coordinate bug fixes and enhancements with internal development teams and external vendors and implement tools and process improvements to drive operational efficiencies.

• Own the IT support relationship with the Occupancy and CRE team, providing leadership, subject matter expertise, and fostering collaboration with technical partners and stakeholders to ensure production stability and success.

• Deliver exceptional support for Occupancy and CRE applications by working with a team of production support analysts to ensure seamless operations and the highest levels of service for on-site staff.

• Take ownership of daily operational support services, driving production stability, reliability, and service excellence through proactive measures and continuous improvement initiatives.
• Operate as a hands-on contributor, leveraging technical and business expertise, communication skills, and a deep understanding of applications, architecture, and workflows.
• Demonstrate superior incident management capabilities by acting as an escalation point for operational teams, leading incident response, problem management, and root cause analysis.
• Utilize a data-driven approach to enhance production stability by employing metrics, reporting, and collaborating with Application Development teams and external vendors.
• Ensure accurate logging and tracking of support incidents, conduct Incident and Problem Review Meetings (PRMs), and ensure timely closure of action items to maintain operational efficiency.
• Manage releases, coordinate bug fixes and enhancements with internal development teams and external vendors.
• Build and maintain strong IT support relationships with the Occupancy and CRE business team, providing leadership, subject matter expertise, and fostering collaboration with technical partners and stakeholders to ensure production stability and success.

What Do You Need To Succeed?

Must have:

• Undergraduate degree coupled with 5+ years' experience in IT with strong knowledge technical and communication skills
• Demonstrated ability in written and oral communication skills along with strong presentation skills. Ability to determine the information and communication needs of the stakeholders and project.
• Experience in the financial services industry.
• Experience with SQL Database, Linux, Windows, cloud Technology (OpenShift, Azure), and basic infrastructure; Experience with of enterprise scheduler platforms (stone branch) and monitoring/alerting tools (Moog soft, PagerDuty and Service Now).
• Deadline-driven and results-oriented; able to meet consistently high-quality standards while handling a variety of tasks and deadlines simultaneously.

Nice-to-have:

• Solid Linux, SQL, and any scripting language (Shell, Python, etc.)
• Experience with cloud Technology (OpenShift, Azure)
• ITIL foundation training or CRISC certification

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

Job Skills

Business Performance Management, Decision Making, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, IT Service Management (ITSM), IT Systems Management, Long Term Planning, Time Management

Additional Job Details

Address:

RBC CENTRE, 155 WELLINGTON ST W:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

TECHNOLOGY AND OPERATIONS

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

Application Deadline:

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.