Manager Application Support

RBC•Toronto, ON

1d•Onsite

About The Position

Join the Operational Efficiency (OE) team under Personal & Commercial Operations (PCO) and be part of the national team that enables operations across RBC in Canada. You will partner with other IT groups and Personal and Commercial Operations (PCO) business line(s) to assess, research, analyze and resolve business and systems issues. Where appropriate, issues to be documented to support recommendations for permanent resolutions. This role will have occasional after hours/on call rotation. The Tech Design and Resiliency (TD&R) stream under OE provides hands-on experience with the systems, data, analytics, and automation capabilities that support operations across PCO.

Requirements

Experience supporting business critical applications with advanced understanding of Applications and environment controls.
Excellent analytical, planning, estimating, communication, presentation and leadership skills.
Proven leadership experience and ability to deliver with minimum supervision.
Strong knowledge and advanced hands-on working knowledge of Unix, Mainframe, Windows, SQL, Java, .Net, Python and VBA.
Innate ability to take ownership and accountability for troubleshooting production issues, determining root causes and engaging proactively in applying long-term solutions.
Supporting existing processes and implementing change requirements as part of a structured change control process.
Understanding of workflow based logic and the ability to both understand a business process from a workflow diagram and to conceptualize it as an automated solution.

Nice To Haves

AI Concepts
Atlassian Confluence
JIRA Tool
People Management
Problem Solving
Production Readiness
Product Requirements
Product Testing
Project Planning
Project Schedule
SDLC Project Management
Software Development Life Cycle (SDLC)
Software Product Design
Stakeholder Management

Responsibilities

Provide efficient day-to-day level 2 and 3 support to critical Personal and Commercial Operations applications/tools, mainframe, data lake, and databases by applying hands-on technical expertise.
Drive the successful delivery of the OE end user developed applications modernization to web-based solutions.
Analyze business needs, system impacts, and technical feasibility for deployments, changes, and enhancements.
Collaborate with development, QA, and operations teams to ensure solutions align with the Technology Design and Resiliency team goals and standards.
Monitor post-deployment performance and resolve issues in partnership with support teams.
Act as the primary liaison between technical teams and internal/external partners (e.g., vendor, business units).
Develop and distribute clear, timely communications for planned changes, including: Pre-Deployment: Announcements, impact assessments, and timelines. During Deployment: Real-time updates, status reports, and escalation protocols. Post-Deployment: Success confirmations, incident summaries (if applicable), and feedback collection.
Provide technical expertise, assist Development and QA teams during Projects execution and identify and implement opportunities for process automation.
Utilize management tools (JIRA, ServiceNow, MyMarketplace), track progress on tasks and resolve issues that arise in day-to-day running of automated process.
Create and maintain comprehensive documentation including requirements, specifications, process flows, testing, for the Rationalization and modernization initiatives.
Develop user guides and training materials to aid Technical Support.
Analyze Incident stats and prepare executive dashboards.
Responsible for maintaining the safety and soundness of PCO centralized data repository (SCON databases), and explore opportunities to reduce application infrastructure costs.
Monitor and measure the implementation status of enterprise data governance policies and standards including supporting the gap assessment and action planning process.
Manage relationship with all technology partners (E.g. T&O, DNA and GTI) to ensure timely response and tasks delivery.