Senior Technical Support 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

Senior Technical Support Analyst

Job Description

What is the Opportunity?

The Market Services Team is supporting RBC IS Trading applications. In this role you will be responsible to provide Tier 2 technical support with respect to software and hardware, to solve basic technical problems, troubleshooting more complex issues, lead investigations and analysis of application failure and manage infrastructure changes / updates.

What will you do?

• Lead the investigation and analysis of application operational failures including writing up of incident and root cause analysis reports.
• Manage the troubleshooting and fault isolation process of application problems.
• Identify root cause through analysis to improve resource usage and time to market.
• Recommends best solutions, work-around, short-term, and long-term solutions, considering the cost based on understanding of business issues / need.
• Manage the development and change implementation of resolutions to application problems.
• Responsible to ensure application is delivering according to SLA, Priority Matrix & Problem Matrix timelines.
• Determines quality standards and responsible to ensure the production of support documents.
• Promotes innovative or improved methods to get the work done and implements best practices.

What do you need to succeed?

Must have :

• 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.
• A strong understanding of technology and / or financial services industry.
• A strong experience in troubleshooting.
• A strong understanding of ITIL processes.
• Strong SQL and Linux skills.

Nice-to-have :

• Experience in Trading systems (e.g. Kondor+ / TradeSTP).
• Ability to facilitate between and influence key decision makers.
• Strategic thinker with excellent interpersonal skills to work across functions and businesses.

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

LI-Hybrid

LI-POST

TECHPJ

Job Summary

Coordinates production support activities for all major systems and related subsystems to ensure the integrity of computer generated data.

Applies experience and seasoned knowledge, skills, and practices to perform a variety of assignments.

Address :

RBC CENTRE, 155 WELLINGTON ST W : TORONTO

City : CAN-ON-TORONTO

CAN-ON-TORONTO

Country : Canada

Canada

Work hours / week : 37.5

37.5

Employment Type : Full time

Full time

Platform :

Technology and Operations

Job Type : Regular

Regular

Pay Type : Salaried

Salaried

Posted Date : 2023-09-11

2023-09-11