Senior Application Support Analyst

RBC • Toronto, ON

3d • Onsite

About The Position

The Senior Technical System/Support Analyst position within the QTS Business Client Services Run The Bank (RTB) group is responsible for providing first and second line application support within RBC Capital Markets. This role involves performing technical analysis, troubleshooting incidents and service disruptions, ensuring infrastructure compliance, managing IT Risk related action items, and maintaining documentation for supported applications. The position is crucial for ensuring that the applications supported by the RTB team adhere to enterprise policies. This role offers significant learning potential in both technology and Capital Markets due to the variety of systems supported and ongoing development projects. Collaboration with business partners to improve efficiencies within QTS Business Client Service lines of business is also a key aspect of this role. Rotational after-hours support and some weekend work will be required.

Requirements

• Experience in Programming languages (emphasis on JBOSS, Java, DB Script)
• Experience with multiple platforms (emphasis on Linux and Windows)
• Experience with databases (esp. Sybase, Oracle, Mongo and MSSQL Server)
• Experience with middleware technologies and platforms (e.g. MQ, Solace)
• Experience with Scheduling Software (Control-M)
• Experience with cloud Technologies (Docker, Dremio, Kubernetes)
• Knowledge of scripting (VBScript, Python, Shell)
• Experience with incident Management software – including problem and change management using enterprise tools such as ServiceNow
• Excellent communication skills both written and verbal
• Able to critically evaluate and manage information gathered from multiple sources
• Analytical thinking – able to solve problems in complex environments
• Able to interact effectively with sophisticated business clients

Nice To Haves

• Professional experience in a Global Credit & Lending Business
• Knowledge in Capital Market all asset classes preferred and Back Office Operations Line of Businesses
• Experience in working with Client data modeling

Responsibilities

• Provide first and second line application support within RBC Capital Markets for the QTS Business Client Services Run-the-Bank (RTB) group, performing technical analysis and troubleshooting of incidents and service disruptions across supported applications.
• Conduct root-cause analysis of key and recurring incidents within SLA timeframes, serve as an escalation point for incident management, and drive the Post Incident Review process to reduce systemic and recurring issues in collaboration with development teams.
• Lead disaster recovery planning and execution, oversee platform upgrades, manage performance and capacity testing, and ensure steady-state operations including access verification, attestation, and currency of operating documentation.
• Monitor production systems, perform troubleshooting, conduct status reporting to management, and maintain awareness of top priority issues while working closely with business partners to understand priorities and provide accurate status updates on critical systems.
• Support both scheduled and ad-hoc production processes, utilize innovation capabilities to operate effectively, and provide audit-related documentation and responses while maintaining knowledge of trade life cycles and Capital Markets operations.
• Manage incident management processes using enterprise tools such as ServiceNow, including change management and problem management, while preparing post-incident reviews, non-functional requirements, and operability test plans.
• Drive process improvement initiatives, participate in rationalization of Operations Level Agreements (OLA) and Service Level Agreements (SLA), and assist in development projects through end-to-end implementation and change activities.
• Ensure applications maintain full compliance with TSS requirements and address IIS, SAST, and Cyber Security vulnerabilities in a timely manner while managing infrastructure scheduling, coordination, and maintenance activities.

Benefits

• Stimulating and faced paced work on complex Software systems.
• Work in a dynamic, collaborative, progressive, and high-performing team.
• Opportunities to build close relationships with end-users and clients.
• Leaders who support your development through coaching and managing opportunities.
• Ability to make a difference and lasting impact.
• Opportunities to take on progressively greater accountabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed