Associate Director - Lead Production Services Support, Fixed Income

Royal Bank of Canada · Toronto

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What is the opportunity?

RBC Capital Markets is a leading global investment banking company dedicated to providing services in banking, finance, and capital markets to corporations, institutional investors, asset managers, and governments globally.

We are seeking an experienced highly motivated Lead Production Services Support Analyst for our Capital Markets, QTS, and Fixed Income Production Application Support team. You will be hands-on, providing production application support services to the Fixed Income Trading Business, leveraging ITIL service management principles of Event, Incident, Problem and Change management and serve as primary escalation point for any issues impacting the production environment. You will bring strong capital markets experience using Murex, Marketwire and serve as the face for CM Business, Development, and Infrastructure teams.

What will you do?

• Lead global production support team providing primary support to Murex platform and few other applications. Supporting Fixed Income Rates and Credits business which includes FO, Trade Support, Middle office and Back office and settlements users ensuring the highest levels of service
• Operate as a team player, bringing to the table a mix of hands-on technical and business knowledge, project and communication skills, developing deep knowledge of applications, architecture, up and downstream flows.
• Superior Major Incident Management experience is critical.
• Manage Production, acting as an escalation point for operational teams leading in incident response, problem management, and root cause analysis.
• Will be a self-starter, owning day-to-day operational support services, driving production Stability, Reliability and Service Excellence.
• Employ a data-driven approach to driving production stability via metrics and reporting, partnering closely with Application Development teams and external vendors in driving Production Stability and Continuous improvement.
• Ensure accurate logging of support incidents, conduct Incident and Problem Review Meetings (PRMs) and track action items to closure, drive efficiencies through the implementation of tools and process improvements.
• Work with internal teams on infrastructure patching and vulnerability management
• Provide leadership and subject matter expertise to team members; own the IT Support relationship with the Trading desks and aligned functions

What do you need to succeed?
Must Have:

• 7+ years experience in IT with strong knowledge of Capital Markets including Fixed Income Products.
• 3+ years experience with Murex and Marketwire.
• Hands-on knowledge of the full Fixed Income trading lifecycle.
• Solid Linux, SQL, and any scripting language (Shell, Perl, Java, Python, etc.)
• Experience with Database, Linux, Windows and basic infrastructure; good Knowledge of enterprise scheduler platforms and monitoring tools (i.e. Control-M, Geneos).
• Working knowledge of underlying infrastructure and interoperability (servers, storage, network, middleware); experience with ITIL implementing Service management practices.
• Experience with Production data analysis using Service Now, PowerPoint presentations, MS Excel charts.
• Ability to manage the priorities, book of work/open issues from trading desks and work across IT and external vendors to capture, track, status update and drive issues to resolution.

Nice to Have:

• Hands-on experience with Tableau and ServiceNow.
• Global stake holder management and Vendor co-ordination for various activities.

What’s in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
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.
• Flexible work/life balance options.
• Opportunities to do challenging work.

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