Associate Director - Production Service Manager

• Ensures proper operation of RBCCM BCS, CF, GC systems and applications leading to timely delivery and availability for our business partners.
• Project manage initiatives of all sizes within RTB to ensure successful and timely delivery through collaboration with RTB support analysts, FTE, onshore/offshore consultants, CTB and business partners.
• Manages financials and monthly recoveries in MIS
• Ensures full awareness and adoption of RTB processes across all teams and within GTI - Windows, Linux, UNIX, Oracle, Sybase, AS\400, DB2, SQL and SAN storage systems.
• Participates in infrastructure scheduling, coordiantion, and maintenance activities.
• Ensures applications are fully TSS compliant and all IIS, SAST, Cyber Security related vulnerabilities are addressed in a timely manner.
• Ensures root-cause analysis of all key incidents, recurring incidents are conducted within SLA and drive to reduce them through collaborative efforts with the development team.
• Serves as a point of escalation for incidents, driving and documenting the Post Incident Review process, or where the incident would otherwise indicate systemic, structural or recurring problem characteristics. Also, the candidate should be able to act as incident manager if any bridge calls are required to resolve the high severity issues.
• In conjunction with various incident and alerting service leads, drive registry of reported incidents and alerts from arbitrary sources within the Cross-Business and Operations application realm (reviewed daily at review meetings), ensuring causal links between these events and visible service impacts to business customers are well understood by service management representatives.
• Manages financials and monthly recoveries in MIS with business partners to understand priorities and impact, and provides timely and accurate reports to management and end-users on status of critical systems processes and reports – weekly and post weekend reporting.
• Promotes the relationship of trust and partnership with business clients and other RBCCM IT teams.
• Prioritizes constantly in order to properly and efficiently respond to business needs
• Ensures management is kept informed of ‘top talker’ issues for all applications in their remit at all times. Drives process improvement projects and implements on advice from management. Escalates application support issues requiring manager’s attention in a timely manner.
• Performs system monitoring, trouble-shooting and status reporting to management. Experience with Geneos ITRS is an asset.
• Performs production and non-production systems support for regular scheduled and one-off processes.
• Engages in usage of innovation capabilities within the RTB team to operate productively and effectively.
• Oversee steady state functions such as minor or major platform upgrades, disaster recovery plan currency and testing, application-centric performance and capacity testing, application ownership functions such as access verification and attestation, and currency of operating documentation. Lead and manage the disaster recovery planning and execution for all applications in their remit.
• Participates in rationalization of multiple internal application-centric Operations Level Agreement (OLA) and Service level Agreement (SLA) flavours into a minimal set of archetype agreements, based on material support level.
• Proactively acts on issues and works with the development team on resolving recurrent problems in the short and long term.
• Acts as a lead on audit related requests providing clear documentation, responses and information on the calls.
• Follows accepted IT practices of RBC Capital Markets in the full SDLC and actively participates in creating new processes for streamlined operations.
• Assists in development projects through operational activities including end-to-end implementation and change PIV activities.
• Project coordination work experience is required. Makes recommendations on process improvements and implements on advice from management
• Will be asked to write post incident reviews (PIR), non-functional requirements and operability test plans/test cases for, test execution.
• Knowledge of Incident Management software such as ServiceNow; Change management such as JIRA).
• Opportunities to lead a team of onshore/offshore analysts including activities such as leading knowledge transfer of applications being brought into RTB.

Royal Bank of Canada