Associate Director, Production Services Lead, Client (CRM) & Banking

RBC; Toronto; On-site; CAD 85,000 - 115,000; Full time

Job summary

A leading financial institution in Toronto is seeking an experienced Application Support Lead to manage production support for various applications. The ideal candidate will have strong experience in Salesforce, scripting skills, and a solid understanding of LINUX and SQL. This role offers opportunities to work in a dynamic team environment with a focus on efficiency and automation.

Benefits

Comprehensive Total Rewards Program

Flexible working options

World-class training program

Qualifications

• 5-7+ years hands on related experience supporting Salesforce.
• Proven ability to collaborate well with others.
• Confidence to quickly learn new applications and become an SME.

Responsibilities

• Provide user-facing front office production support for local and remote users.
• Manage releases and coordinate bugs/enhancements.
• Engage with various technical partners and stakeholders.

Skills

Salesforce support

Scripting skills (Python, PERL)

LINUX and WINDOWS understanding

SQL knowledge

Incident Management principles

Good organization skills

Analytical thinking

Communication skills

Collaboration skills

Education

Bachelor of Science degree or equivalent

Tools

Confluence

Jira

BMC Control M

Docker

Kubernetes

Job description

What is the opportunity?

The Production & Risk Services group is looking for a seasoned Application Support Lead for our client (CRM) and Global Investment Banking platforms. We support fast-paced global businesses with evolving needs and requirements. Your ability to take ownership of our production estate combined with a natural sense of curiosity and pride in a job well done will help you success in the role. Working within the QTS (Quantitative Technology Services) organization this candidate will join an existing hands on RTB (Run The Bank) production support team. This role is within CBDDT (Client, Banking, Data Analytics and Digital Technology) teams with staff located in Toronto, New York, London, Malaysia and India.

The overall group is responsible for:

• Supporting various applications in the Client Technology and Global Investment Banking portfolio including but not limited to:

• Client Relationship Management Platform (Salesforce, FSC (Financial Service Cloud) and Tier1 - Salesforce)

• iPreo, Dealogic and other conference (ie Street Context and Lousia), event and syndicate book building platforms (ie IssueNet, CMG)

• Global Investment Banking applications like Capital IQ.

• Build tooling to automate monitoring, deployment and our capability to employ DevOps and CI/CD capabilities

• Offering technical expertise and support across the entire portfolio of applications

• Managing requests to implement normal/emergency changes, releases and capacity planning.

• Coordinate disaster recovery, planning and execution.

• Internal config management

• Risk prevention activities and Regulatory Compliance.

What will you do?

• Provide user facing front office production support for local and remote users leveraging multiple platforms.

• Manage releases and coordinate bugs/enhancement with internal development and external vendors

• Work closely and integrate with the CTB (Change The Bank) team to engage in collaborative agile based development

• Engage with various technical partners and stakeholders to achieve stability in the production environment.

• Leverage your strong written and verbal presentation skills including creating of documentation in Confluence runbooks and provide update to stakeholders

• Responsibilities include rotational weekend release work + checks

• Responsible for ensuring maximum system availability, prompt and accurate remediation and response to issues and requests

• Proactive management and governance of our applications and platforms

• Leverage automation to drive efficiency and to improve the soundness of our operating environment

• Ensure strict adherence to standard operating procedures, standing order guidelines, and governance best practices

• Liaise between Business, Technology, Compliance, Surveillance, and Functional groups to help conduct regular review to help evolve our platform and to ensure the connectivity required to achieve our collective objectives

• Provide effective incident, problem and release management and regular project updates to stakeholders

• Drive IT governance and de-risking initiatives

• Lead effective knowledge sharing, documentation, and cross training to help maximize coverage and work to improve the robust of our follow-the-sun operating model

Mission Statement

Delivery Best-in-class service by providing maximum level of system stability of production environments, reduce cost of application support through efficiency and automation, front-to-back problem and capacity management, and mitigation of risk.

What do you need to succeed?

Must Have

• Bachelors of Science degree or equivalent, in related discipline

• 5-7+ years hands on related experience supporting Saleforce; detail oriented, assertive and proactive with both day-to-day tasks and short and long-term deliveries

• Consistently seeking to automate; Strong scripting skills (i.e., Python, PERL, etc.)

• Solid working understanding of LINUX, WINDOWS and SQL (including database concepts)

• Proven experience with the principles of ITIL Incident Management, Problem Management and Change Management

• Experience with MS SQL / Sybase or other equivalent relational database. Ability to write on the fly DB statements

• Good organization skills , ability to effectively context switch and thrive in a fast pace environment; strong analytical/critical thinking with the implied ability to continuously multitask and manage priorities

• Excellent verbal and written communication skills; strong interpersonal skills and self-starter attitude

• Proven ability to collaborate well with others, be strategically focused and realize continuous improvements

• Confidence and capability to quickly learn a new portfolio of applications, become an SME and train demanding users

• Disciplined approach to document all processes, issues and user stories in Confluence and Jira

Nice to Have

• Previous lead or management experience

• Prior in-depth experience in supporting large-scale, enterprise-wide, global trading and risk platforms

• Experience with BMC Control M preferred, Autosys, Tidal or other batch scheduling platforms acceptable

• Proven history building proactive application monitoring across all environments via ITRS Geneos, AppDynamics, Dynatrace)

• Experience with CI/CD pipeline automation (Github, Nexus, RLM, Ansible, Elastic, Logstash, Kibana, Jenkins and more)

• Hands on exposure to: MemSQL, Ignite, Java Spring, AWS, S3, MongoDB, Datalake, Docker, Kubernetes and more

• In depth understanding of Capital Markets which includes all aspects of sales lifecycle

What is 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, flexible benefits and competitive compensation

• Leaders who support your development through coaching and managing opportunities

• Opportunities to work with the best in the field

• 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 working options fully supported.

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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