Senior Manager Application Support - GFT Vancouver

RBC; Vancouver; On-site; CAD 150,000 - 190,000; Full time

Job summary

RBC in Vancouver seeks a Senior Production Support Manager to oversee 24/7 incident resolution across Finance applications. You will drive observability, disaster recovery testing, and automation initiatives to improve reliability and performance.

You'll lead global Level 2/3 support teams, collaborate with Audit and Risk, and translate complex technical issues into clear business impact for executives. This role offers a dynamic, impact-driven environment.

Qualifications

• 7+ years leading 24/7 production support across multiple technologies.
• Experience with onshore/offshore vendor management.
• Experience with distributed systems and complex workflows.
• Strong ability to drive process improvements.
• Excellent cross-functional relationship skills.
• Strong analytical and problem-solving capabilities.

Responsibilities

• Maintain SLAs and monitor application health; escalate incidents to leadership.
• Lead global Level 2/3 support with 24/7 coverage and incident resolution.
• Lead disaster recovery drills and drive remediation with infrastructure teams.
• Implement observability, logging, and real-time alerting across applications.
• Identify automation opportunities across the support lifecycle.
• Mentor teams on SRE mindset and AI-assisted incident management.
• Communicate regulatory and business risk to executives.

Skills

Production support leadership

Incident management

SRE practices

Stakeholder communication

Tools

ServiceNow

Monitoring tools

Automation tooling

Job description

What is the Opportunity?

Manages production support activities for all Finance applications including troubleshooting, incident and problem management, risk and audit responses, disaster recovery testing and introducing automation as part of continual improvement program using AI.

Job Description

Manages production support activities for all Finance applications including troubleshooting, incident and problem management, risk and audit responses, disaster recovery testing and introducing automation as part of continual improvement program using AI.

What will you do?

• Ensure operational excellence by maintaining stringent SLAs, monitoring application health metrics (availability, response time, error rates), and escalating critical incidents to senior management
• Manage global support teams across Level 2 and Level 3 support, spanning multiple geographies and time zones with 24/7 coverage and lead incident resolution for complex production issues, taking ownership of escalations and communicating status/impact to Director and MD-level stakeholders
• Lead disaster recovery drills and tabletop exercises with cross-functional teams; document findings and drive remediation of identified gaps and collaborate with Infrastructure and Network teams to ensure adequate redundancy, backup strategies, and geo-redundancy for critical applications
• Implement monitoring, logging, and tracing frameworks to establish end-to-end observability across applications, leverage tools for real-time alerting and anomaly detection.
• Identify and execute automation opportunities across the support lifecycle: ticket routing, incident correlation, root cause analysis, knowledge base updates, and routine maintenance tasks
• Mentor teams on SRE mindset, shifting from reactive to proactive incident management and building reliability into application design while evaluating and integrating AI/generative AI tools for intelligent incident management, predictive maintenance, and knowledge management
• Communicate proactively with business leaders about application health, upcoming maintenance, and risks; translate technical issues into business impact. Articulate complex technical issues to senior management (Director/MD level) with clear problem statements, impact, and recommended actions
• Work with Audit, Risk, and Compliance teams to ensure all applications meet regulatory requirements (e.g., SOX, OSFI, financial reporting standards)

What do you need to succeed?

Must-have:

• 7+ years of experience managing an application support organization providing 24*7 production support for portfolios spanning multiple technologies
• Experience working with vendors - both onshore and offshore resource
• Experience with different technologies and distributed systems and workflows
• Ability to identify, institute process improvement and effectively apply application efficiency and effectiveness
• Exceptional relationship-building skills, with the ability to collaborate across diverse functions and levels of the organization
• Strong analytical and problem-solving skills

Nice-to-have

• Experience with AI Tools
• Experience with ServiceNow or other ticketing tools
• Understanding of SRE concepts and application to real world use cases

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
• Opportunities to take on progressively greater accountabilities
• Opportunities to building close relationships with clients

#TECHPJ

Job Skills

• Communication, Continual Improvement Process, Decision Making, Disaster Recovery (DR), Group Problem Solving, Incident Management, Incident Resolution, Information Technology (IT) Infrastructure, Interpersonal Relationships, IT Service Management (ITSM), IT Systems Management, Operational Excellence, Proactive Behavior, Problem Management, Problem Solving, Process Improvements, Relationship Building, Root Cause Analysis (RCA), Service Level Agreement (SLA), Time Management

Additional Job Details

Address: 745 THURLOW ST:VANCOUVER

City: Vancouver

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: TECHNOLOGY AND OPERATIONS

Job Type: Regular

Pay Type: Salaried

Posted Date: 2026-06-10

Application Deadline: 2026-09-11

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

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.