Sr. Infrastructure Support Analyst

RBC • Toronto, ON

3d • Onsite

About The Position

Join our IT Mainframe Operations team as a Senior Infrastructure Support Analyst. You will ensure the reliability, availability, and performance of RBC's mainframe systems by monitoring events, performing incident management, and executing service requests across production and development environments. You'll use problem management skills to triage, troubleshoot, and escalate issues to appropriate teams. The team provides 24/7/365 support for approximately 50 LPARs (Logical Partitions) that run critical applications. Shift Requirements: 24/7/365 Rotating shift support

Requirements

• Operational/technical experience with IBM mainframe servers
• Post-secondary education or equivalent
• Experience with incident resolution, problem management, and change management
• Effective written and verbal communication skills
• Strong technical support and analytical skills
• Ability to work rotating weekends (Saturday and Sunday)
• Excellent teamwork skills

Nice To Haves

• Hands-on experience with zSeries, JCL, VM, Network Technologies, or Storage/Media Solutions
• Knowledge of monitoring and support tools (ServiceNow, MOOGSOFT, Omegamon, TEPS, VM Consoles, MVS Consoles)
• Vendor management experience

Responsibilities

• Provide 24/7 rotating shift support across TI, Insurance, U.S. subsidiary, and Capital Markets environments (Development, Production & Disaster Recovery)
• Deliver technical support for mainframe technologies including zSeries, JCL, VM/VSE, Network Technologies, and Storage/Media Solutions (Tape Libraries)
• Monitor mainframe systems and infrastructure applications using ServiceNow, MOOGSOFT, TEPS, and related tools
• Maintain operational knowledge of systems, subsystems, and support products required for your area
• Collaborate with service providers and technical teams across departments
• Identify, resolve, and document problems quickly to prevent recurrence
• Develop processes and automation opportunities to maximize system availability and client service
• Escalate issues efficiently to other technical support personnel and service providers

Benefits

• Competitive Total Rewards Program including bonuses, flexible benefits, and stock options (where applicable)
• Supportive leaders who invest in your development and career growth
• Opportunity to make a lasting impact on critical business systems
• Dynamic, collaborative, and high-performing team environment
• Challenging, meaningful work

What This Job Offers

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