Senior Technical Support Analyst

Royal Bank of Canada • Toronto, ON

2d • Hybrid

About The Position

The Digital Applications & Infrastructure Operations team is seeking a Senior Technical System Analyst to drive operational excellence across our enterprise digital applications portfolio. This role is critical to maintaining and optimizing our multi-cloud infrastructure supporting 9 dependent applications. You will focus on application support and technical operations, ensuring seamless day-to-day operations and enabling development teams to deliver efficiently.

Requirements

• Experience in system administration or operational support roles with proven expertise in technical troubleshooting and infrastructure management.
• Demonstrated proficiency in at least one scripting language (Python, Bash, PowerShell) and SQL for troubleshooting.
• Experience with monitoring/observability tools (Dynatrace, PagerDuty, or similar platforms).
• Excellent problem-solving skills with the ability to diagnose complex technical issues, work under pressure, and communicate clearly with technical and non-technical stakeholders.

Nice To Haves

• Experience with NoSQL databases (MongoDB) and search platforms (Elasticsearch/Elastic) in production environments.
• Certification in cloud platforms (Azure, Kubernetes).
• Hands-on experience with container platforms (OpenShift/Kubernetes) and multi-cloud environments (Azure, OCP).
• Experience with financial services or highly regulated industries.
• Knowledge of incident management and post-mortem processes (ITIL foundations preferred).

Responsibilities

• Manage day-to-day support tickets for various digital applications, troubleshoot issues across multiple technology stacks (MongoDB, Elastic, OCP), and drive first-contact resolution.
• Collaborate with development, QE, and product teams through regular technical calls to align architectural decisions, deployment strategies, and operational requirements.
• Coordinate with external vendors on technical issues, escalations, and support engagements; serve as technical liaison for third-party integrations and platform updates.
• Raise and manage change requests (CR/CAB process), participate in implementation work, and ensure compliance with enterprise change management protocols.
• Support on-call pager duty on a rotational basis, responding to production incidents and providing 24/7 operational support when required.
• Configure and maintain observability tools including Dynatrace RUM, PagerDuty alerts, Aternity monitoring, and Catchpoint synthetic scripting to ensure comprehensive system visibility and rapid incident detection.

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

What This Job Offers

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