Operations Analyst, Network Operation

Royal Bank of Canada•Toronto, ON

2d•Onsite

About The Position

The Operations Analyst is responsible for monitoring and supporting all Royal Bank of Canada’s global network environment on a 24/7/365 days a year basis. As a member of the Telecommunications and Network Services Operations NOC, the Operations Analyst will be accountable for monitoring and providing technical support in event/incident/problem management, escalation, restoration of service, triage and maintain all services pertaining to RBC’s operations. This role will require the Analyst to work effectively in both an independent and team-oriented environment.

Requirements

Strong interpersonal and communication skills; ability to communicate with people in a wide variety of areas and at various levels from technical specialists to senior managers
Undergraduate degree/diploma preferably in Computer Information Systems or equivalent experience preferred
Cisco Associate or Professional level certification on networking
Understand the concepts of VxLAN/VPLS/EVPN, DWDM Concepts, F5 and Load Balance Concepts: suspend / activate services.
Knowledge with Data, Voice and Wireless network technologies including hardware technologies associated with them.
Understanding of Network based technologies and processes: Cisco suite of products including Cisco SD-WAN / Switches / Firewalls / F5 Load Balancers

Nice To Haves

Experience with Silver Peak SD-WAN technologies (configuration, management, or troubleshooting)
Scripting and automation experience
Familiarity working with Service Now, Cisco Catalyst Center, NetBrain
Basic understanding of ATM platforms and setups i.e., Communication problems / modems/ switches checks.
ITIL Foundations, Lean Six-Sigma, A+ Certification

Responsibilities

Perform technical support and analysis on complex incidents/outages to minimize business impact and promptly restore service within Operational Service Levels (OLA’s) and Service Level Agreements (SLA’s)
Monitor/Triage all domestic and international Data Centers, Remote Offices, Wireless and their respective technologies
Ensure adherence to Change and Incident Management Policies/Procedures with appropriate back out instructions where applicable with respect to Service Level Agreements to our Client Base.
Escalate any major operational/systems problems to the appropriate 2nd Level support teams, management and key internal and external business partners.
Coordinates requests with IT support teams, identifying, tracking and resolving issues.
Detect, investigate, diagnose and recover anomalies across the production infrastructure.
Perform first level technical support based on the Incident Management Framework.
Allocate resources to ensure equipment & affiliated software is maintained to achieve high productivity at minimum cost.

Benefits

bonuses
flexible benefits
competitive compensation
commissions
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
Opportunities to building close relationships with clients
Access to a variety of job opportunities across business and geographies