Associate Director - QTS Fixed Income Production Services Support (Capital Markets)

What is the opportunity? We are seeking an experienced highly motivated Production Services Support Analyst for our fast‑paced Capital Markets, QTS, and Fixed Income Production Application Support team.

What will you do?

Work with a team of production support analysts in Toronto providing world‑class High‑Touch Trading Floor Support to the Fixed Income Rates and Credits Desks, ensuring the highest levels of service.

Operate as a Player, bringing to the table a mix of hands‑on technical and business knowledge, project and communication skills, developing deep knowledge of applications, architecture, upstream 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.

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 to drive 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.

Provide leadership and subject‑matter expertise to team members; own the IT support relationship with the trading desks and aligned functions.

What do you need to succeed? Must Have:

7+ years experience in IT with strong knowledge of capital markets including fixed income products (FX, Cash, Derivatives, Structured Products, Commodities and Futures).

Hands‑on knowledge in fixed income credit and rates.

Hands‑on knowledge of the full fixed income trading lifecycle (market, client and reference data, pricing, booking, execution, live risk, market risk, clearing and settlement flows).

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 (e.g. Control‑M, Geneos, Tableau and ServiceNow).

Working knowledge of underlying infrastructure and interoperability (servers, storage, network, middleware); solid knowledge of and experience ITIL implementing service management practices (event, incident, problem and change management activities); production data analysis using ServiceNow, PowerPoint presentations, MS Excel charts; ability to manage priorities, books of work and open issues from trading desks and work across IT and external vendors to capture, track, status update and drive issues to resolution.

Excellent verbal and written communication skills and good temperament, with the ability to face off to challenging trading clients.

Nice to Have:

Working knowledge of Murex.

Experience in DevOps and cloud technology (AWS, GridGain).

Experience supporting MQ, SOLACE and RV/RMDS.

Hands‑on support knowledge Bloomberg TOMS.

Basic knowledge of ION.

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 Computer Operations, Customer Service, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, Standard Operating Procedure (SOP), System and Console Operations, System Applications, Systems Software.

Additional Job Details

Address: ROYAL BANK PLAZA, 200 BAY ST: TORONTO

City: Toronto

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: CAPITAL MARKETS

Job Type: Regular

Pay Type: Salaried

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