Problem Management Analyst Jobs in Ontario (NOW HIRING)

What is the opportunity?

Senior Technical System/Support Analyst with QTS Business Client Services Run The Bank (RTB) group is responsible for providing first and second line application support within RBC Capital Markets. The incumbent will help with performing technical analysis, troubleshooting of incidents and service disruptions, infrastructure compliance and IT Risk related action items, documentation, etc. across the supported applications. The role is critical for ensuring the applications supported by the RTB team are compliant as per enterprise policies.

Due to a variety of systems we support as well as new development projects, this position offers a great learning potential in both technology and Capital Markets areas. We also work very closely with our business partners to bring efficiencies in QTS Business Client Service line of businesses.

Rotational after-hours support will be required; some weekend work may be required.

35% - Production Support

35% - End User Support

20% - Systems Development Support Activities

10% - Leading and guiding L2 support/Coaching/Personal Development

What will you do?

• Provide first and second line application support within RBC Capital Markets for the QTS Business Client Services Run-the-Bank (RTB) group, performing technical analysis and troubleshooting of incidents and service disruptions across supported applications.

• Conduct root-cause analysis of key and recurring incidents within SLA timeframes, serve as an escalation point for incident management, and drive the Post Incident Review process to reduce systemic and recurring issues in collaboration with development teams.

• Lead disaster recovery planning and execution, oversee platform upgrades, manage performance and capacity testing, and ensure steady-state operations including access verification, attestation, and currency of operating documentation.

• Monitor production systems, perform troubleshooting, conduct status reporting to management, and maintain awareness of top priority issues while working closely with business partners to understand priorities and provide accurate status updates on critical systems.

• Support both scheduled and ad-hoc production processes, utilize innovation capabilities to operate effectively, and provide audit-related documentation and responses while maintaining knowledge of trade life cycles and Capital Markets operations.

• Manage incident management processes using enterprise tools such as ServiceNow, including change management and problem management, while preparing post-incident reviews, non-functional requirements, and operability test plans.

• Drive process improvement initiatives, participate in rationalization of Operations Level Agreements (OLA) and Service Level Agreements (SLA), and assist in development projects through end-to-end implementation and change activities.

• Ensure applications maintain full compliance with TSS requirements and address IIS, SAST, and Cyber Security vulnerabilities in a timely manner while managing infrastructure scheduling, coordination, and maintenance activities.

What do you need to succeed?

Must have:

• Experience in the following: Programming languages (emphasis on JBOSS, Java, DB Script); multiple platforms (emphasis on Linux and Windows); databases (esp. Sybase, Oracle, Mongo and MSSQL Server); middleware technologies and platforms (e.g. MQ, Solace).

• Experience with Scheduling Software (Control-M); cloud Technologies(Docker, Dremio, Kubernetes); knowledge of scripting (VBScript, Python, Shell); incident Management software - including problem and change management using enterprise tools such as ServiceNow.

• Excellent communication skills both written and verbal.

• Able to critically evaluate and manage information gathered from multiple sources; analytical thinking - able to solve problems in complex environments.

• Able to interact effectively with sophisticated business clients.

Nice to have:

• Professional experience in a Global Credit & Lending Business

• Knowledge in Capital Market all asset classes preferred and Back Office Operations Line of Businesses

• Experience in working with Client data modeling

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.

• Stimulating and faced paced work on complex Software systems.

• Work in a dynamic, collaborative, progressive, and high-performing team.

• Opportunities to build close relationships with end-users and clients.

• Leaders who support your development through coaching and managing opportunities.

• Ability to make a difference and lasting impact.

• Opportunities to take on progressively greater accountabilities.

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Additional Job Details

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

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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.

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.