Production Support Lead - RBC, Toronto

Role overview

RBC Capital Markets is seeking an experienced, highly motivated Lead Production Services Support Analyst for the Capital Markets, QTS, and Fixed Income Production Application Support team. In this hands-on role, you will provide production application support services to the Fixed Income Trading Business, leveraging ITIL service management principles of Event, Incident, Problem, and Change management. You will serve as the primary escalation point for any issues impacting the production environment, bringing strong capital markets experience using Murex and Marketwire while acting as the face for CM Business, Development, and Infrastructure teams.

What you'll do

As part of the global production support team, you will drive stability and service excellence across fixed income trading platforms.

• Lead global production support team providing primary support to Murex platform and few other applications.
• Supporting Fixed Income Rates and Credits business which includes FO, Trade Support, Middle office and Back office and settlements users ensuring the highest levels of service.
• Operate as a team player, bringing to the table a mix of hands-on technical and business knowledge, project and communication skills, developing deep knowledge of applications, architecture, up and downstream flows.
• Superior Major Incident Management experience is critical.
• Manage Production, acting as an escalation point for operational teams leading in incident response, problem management, and root cause analysis.
• Will be a self-starter, owning day-to-day operational support services, driving production Stability, Reliability and Service Excellence.
• Employ a data-driven approach to driving production stability via metrics and reporting, partnering closely with Application Development teams and external vendors in driving 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.
• Work with internal teams on infrastructure patching and vulnerability management.
• Provide leadership and subject matter expertise to team members; own the IT Support relationship with the Trading desks and aligned functions.

Qualifications

To succeed in this position, you must meet the following mandatory and preferred qualifications.

• 7+ years experience in IT with strong knowledge of Capital Markets including Fixed Income Products.
• 3+ years experience with Murex and Marketwire.
• Hands-on knowledge of the full Fixed Income trading lifecycle.
• Solid Linux, SQL, and any scripting language (Shell, Perl, Java, Python, etc.).
• Experience with Database, Linux, Windows and basic infrastructure; good Knowledge of enterprise scheduler platforms and monitoring tools (i.e. Control-M, Geneos).
• Working knowledge of underlying infrastructure and interoperability (servers, storage, network, middleware); experience with ITIL implementing Service management practices.
• Experience with Production data analysis using Service Now, PowerPoint presentations, MS Excel charts.
• Ability to manage the priorities, 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.
• Hands-on experience with Tableau and ServiceNow (Nice to have).
• Global stake holder management and Vendor co-ordination for various activities (Nice to have).

Benefits

RBC offers a supportive working environment designed to help you thrive and grow personally and professionally.

• 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.