Director. Production Services - Business Specialist

RBC•Toronto, ON

9d•Onsite

About The Position

This position manages a number of application support individuals and applications providing core functions within the Central Funding portfolio, Capital Markets. The role is Central Funding applications focused and liaises with QTS and corresponding CM business stakeholders. This role will also require to support other shared services within QTS RTB production services.

Requirements

Central funding application portfolio knowledge around borrowing/lending/repo business.
Bachelor degree in related discipline
This is a business specialist role, so more functional knowledge required with a reasonable level understanding of technology – Linux/windows/Oracle/SQL
Good communication and presentation skills are key as this role requires lot of conversation with business, translating into IT readable actions.
10-15 years of experience with flavors of business and technical support, also team/project management experience.

Responsibilities

Drive accountable results-based relationships with Operations business stakeholders through regular reporting of customer-visible incident / problem items against availability requirements and service terms; incisive trend reporting for visible incidents with biweekly frequency or (periodically) on a demand basis. Report content will evolve continuously to drive service optimization and identify areas for further review.
Advanced understanding, implementation, and influencer of strategic Incident, Change and Problem Management. Strong ability to drive major incidents to resolution and be able to communicate well on root cause and remediation of incidents or changes.
Partner with senior leadership to drive towards and maintain a stable and clean Production environment. Oversee application support account management functions on behalf of Operations business partner counterparts, including representation of application service requirements in new ‘Change the Bank’ strategic project or enhancement budgets, collaboration with horizontal service leads in promoting grounded, business-driven horizontal strategies and services (new / augmented / revised) to Operations sponsors for approval.
Oversee application support operational requirements prior to promotion into production environment(s), including application / vendor product production readiness vetting, validation of alerting sufficiency and adherence to architectural standards, schedule management according to defined enterprise standards, failure scenario runbook detailing for precise and efficient dispatch in the event of events and / or incidents, change management validation and approval and sign-off of configuration management testing and rollout in a formal Stage or facsimile environment. Oversee steady state functions for Operations functions such as minor platform refreshes, 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.
Serve as a point of escalation for Operations application incidents, driving the Post Incident Review process where the incident is customer visible, or where the incident would otherwise indicate systemic, structural or recurring problem characteristics. Collaborate with Service Delivery managers to ensure crisp, concise, business-centric depiction of service business and technical impact, problem root cause, symptoms and remedial actions, and track remedial actions to completion against committed PIR dates on behalf of Operations customers. In conjunction with various incident and alerting service leads, drive registry of reported incidents and alerts from arbitrary sources within the Operations application realm (reviewed daily at operational review meetings), ensuring causal links between these events and visible service impacts to business customers are well understood by service management representatives.
Participate in rationalization of multiple internal application-centric operating level agreement (OLA) flavours into a minimal set of archetype agreements, based on material support level differences (e.g. hours of operation: 7 x 24, 5½ x 24 and 5 x 8). Extricate supporting vendor product / service terms into standardized, standalone agreements.