Associate Director, QTS Fixed Income Production Services Support

Royal Bank of Canada>; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

Join a leading financial institution as a Production Support Analyst in Toronto. This role involves providing critical support to the Fixed Income Trading Business, ensuring operational excellence through ITIL practices and collaboration with various teams. The ideal candidate will have extensive capital markets experience and technical expertise, contributing to a dynamic and innovative team culture.

Benefits

Comprehensive rewards package

Leadership support

Opportunities for development

Flexible work environment

World-class training in financial services

Qualifications

• 10+ years of IT experience with 5+ years in Capital Markets.
• Hands-on support experience in Capital Markets trading.
• Proficiency with Bloomberg and strong communication skills.

Responsibilities

• Provide hands-on Production Application Support services.
• Manage Production by acting as an escalation point.
• Enhance production stability via metrics and reporting.

Skills

Capital Markets Experience

Incident Management

Linux

SQL

Scripting (Shell, Perl, Java, Python)

Bloomberg

Data Analysis

Tools

Bloomberg TOMS

TradeWeb

ION

Control-M

Geneos

ServiceNow

Tableau

Job description

We are seeking an experienced and highly motivated Production Support Analyst to join our fast-paced Capital Markets, QTS, Fixed Income Production Application Support team.

This role provides hands-on Production Application Support services to the Fixed Income Trading Business, utilizing ITIL service management principles such as Event, Incident, Problem, and Change management. The candidate will serve as the primary escalation point for any issues affecting the production environment.

The ideal candidate should possess strong capital markets experience and act as a liaison with CM Business, Development, and Infrastructure teams.

What will you do?

1. Work with a team of production support analysts in Toronto, delivering high-quality support to the Fixed Income Rates and Credits Desks.
2. Operate as a Player / Coach, combining technical expertise, business knowledge, leadership, and communication skills. Develop deep understanding of applications, architecture, and data flows.
3. Manage Production by acting as an escalation point for operational teams, leading incident response, problem management, and root cause analysis.
4. Own day-to-day operational support services, driving production stability, reliability, and service excellence.
5. Use a data-driven approach to enhance production stability via metrics and reporting, collaborating with Application Development teams and external vendors.
6. Ensure accurate logging of support incidents, conduct Incident and Problem Review Meetings, and track action items to closure.
7. Implement tools and process improvements to increase efficiency.
8. Provide support and expertise to team members and build relationships with trading desks and related functions.

What do you need to succeed?

Must Have:

• 10+ years of IT experience with 5+ years in Capital Markets, including Fixed Income Products (FX, Cash, Derivatives, Structured Products, Commodities, Futures).
• Hands-on support experience in Capital Markets trading, including full lifecycle knowledge (market, client, reference data, pricing, booking, execution, risk management, clearing, and settlement).
• Proficiency with Bloomberg, Bloomberg TOMS, TradeWeb, ION; ability to manage priorities, issues, and coordinate across IT and vendors.
• Major Incident Management experience; excellent communication skills and client-facing ability.
• Solid Linux, SQL, and scripting skills (Shell, Perl, Java, Python); experience with Database, Linux, Windows, and infrastructure basics.
• Knowledge of enterprise scheduler platforms and monitoring tools (Control-M, Geneos, Tableau, ServiceNow); understanding of infrastructure components.
• Experience with ITIL practices, including Event, Incident, Problem, and Change management; data analysis using ServiceNow, PowerPoint, and Excel.

Nice to Have:

• Knowledge of Murex.
• Experience with DevOps and cloud platforms (AWS, GridGain).
• Support experience with MQ, SOLACE, RV/RMDS.

What’s in it for you?

Join a dynamic team committed to growth, innovation, and community impact. Enjoy a comprehensive rewards package, leadership support, opportunities for development, and a flexible work environment.

We foster a collaborative, progressive, high-performing culture and offer world-class training in financial services.

This role is hybrid, based in Toronto at Royal Bank Plaza, with a standard 37.5-hour workweek.