Senior Operations Analyst, Network Operation

Royal Bank of Canada•Toronto, ON

6d•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

Understanding of Network based technologies and processes: Cisco suite of products including Cisco SD-WAN, Switches, Firewalls, and F5 Load Balancers
Knowledge with Data, Voice and Wireless network technologies including associated hardware technologies
Advanced networking concepts: VxLAN/VPLS/EVPN, DWDM concepts, F5 and Load Balance concepts (suspend/activate services)
Strong interpersonal and communication skills
Ability to communicate effectively with diverse stakeholders, from technical specialists to senior managers
Undergraduate degree/diploma preferably in Computer Information Systems or equivalent experience
Cisco Associate or Professional level certification on networking

Nice To Haves

Experience with Silver Peak SD-WAN technologies (configuration, management, troubleshooting)
Basic understanding of ATM platforms and setups (communication problems, modems, switches)
Familiarity with ServiceNow, Cisco Catalyst Center, and NetBrain
Scripting and automation experience
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 backout 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.
Develop, document and maintain standardization initiatives to ensure consistency in support
Take opportunities to educate / train analysts based on real time occurrences