Associate Director, Fixed Income Front Office Support SME

Royal Bank of Canada•New York, NY

13d•$135,000 - $225,000

About The Position

What is the opportunity? We are seeking an experienced and highly motivated Production Services Leader in the fast-paced Capital Markets, QTS, Fixed Income Production Application Support team. This position will own delivery of Production Application Support services to the Fixed Income Trading Floor, leveraging ITIL service management principles of Event, Incident, Problem and Change management and serve as primary escalation point for any issues impacting the production environment. The ideal candidate should have strong capital markets experience and serve as face-off to CM Business, Development, and Infrastructure teams. What will you do? Lead a team of production support analysts in the United States 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/Coach, bringing to the table a mix of hands-on technical and business knowledge, people leadership, project and communication skills, developing deep knowledge of applications, architecture, up and downstream flows. 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. Provide leadership and subject matter expertise to team members; own the IT Support relationship with the Trading desks and aligned function

Requirements

5-7 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 of the full Fixed Income trading lifecycle (Market, Client and Reference data, Pricing, booking, execution, live risk, market risk, clearing and settlement flows
5-7 Supervisory / Management / team leadership experience in technology support of Capital Markets trading and related functions; excellent verbal and written communication skills and good temperament, with the ability to face off to challenging trading clients.
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
Solid Linux, SQL, and any scripting language (Shell, Perl, Java, Python, etc.); working knowledge of underlying infrastructure and interoperability (servers, storage, network, middleware); experience with Database, Linux, Windows and basic infrastructure
Good Knowledge of enterprise scheduler platforms and monitoring tools (i.e. Control-M, Geneos, Tableau and Service Now); solid knowledge of and experience ITIL implementing Service management practices (Event, Incident, Problem and Change management activities); production data Analysis using Service Now, PowerPoint presentations, MS Excel charts

Nice To Haves

Experience in DevOps and cloud technology (AWS, GridGain)
Experience to support MQ, SOLACE and RV/RMD
Hands-on support knowledge of ION and Bloomberg TOMS

Responsibilities

Lead a team of production support analysts in the United States 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/Coach, bringing to the table a mix of hands-on technical and business knowledge, people leadership, project and communication skills, developing deep knowledge of applications, architecture, up and downstream flows.
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.
Provide leadership and subject matter expertise to team members; own the IT Support relationship with the Trading desks and aligned function

Benefits

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
Opportunities to take on progressively greater accountabilities
Access to a variety of job opportunities across business and geographies