Senior Operations Analyst, Network Operation

RBC • Toronto, ON

3d • 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

• Technical Expertise
• 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

• SD-WAN & Network Technologies
• Experience with Silver Peak SD-WAN technologies (configuration, management, troubleshooting)
• Basic understanding of ATM platforms and setups (communication problems, modems, switches)
• Technical Tools & Platforms
• Familiarity with ServiceNow, Cisco Catalyst Center, and NetBrain
• Automation & Development
• 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

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree