Senior Support Analyst

RBC; Toronto; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Support Analyst to coordinate production support activities for major systems. This role involves ensuring data integrity, performing system health checks, and leading investigations into operational failures. You'll work with innovative tools like Dynatrace and ELK to identify potential issues while fostering relationships across IT units. Join a dynamic team that values collaboration and offers a comprehensive rewards program, including competitive compensation and flexible work options. Embrace the opportunity to make a lasting impact in a progressive environment.

Benefits

Comprehensive Total Rewards Program

Flexible benefits

Competitive compensation

Stock options

World-class training program

Flexible work/life balance options

Qualifications

• Strong experience in troubleshooting and system health checks.
• Excellent communication skills and ability to manage multiple tasks.

Responsibilities

• Lead investigations of application operational failures and drive root cause analysis.
• Analyze system monitoring dashboards and generate reports using SQL.

Skills

Interpersonal Skills

Troubleshooting

SQL

Communication Skills

SRE Tools

Programming Languages

Tools

Dynatrace

ELK

PagerDuty

Job description

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Job Summary

Coordinates production support activities for all major systems and related subsystems to ensure the integrity of computer generated data. Applies experience and seasoned knowledge, skills, and practices to perform a variety of assignments.

Job Description

What Will You Do?

1. Perform system health check, monitoring, alerting, and corresponding action as required.
2. Lead the investigation and analysis of application operational failures through to resolution, and drive follow-up for root cause identification.
3. Analyze system monitoring dashboard (Dynatrace), logging system (ELK), and other tools to identify potential issues, conflicts, and risks.
4. Responsible for ensuring the production and maintenance of high quality support documents and processes.
5. Promotes innovative and improved methods of working, and implements best practices.
6. Participate in walkthrough reviews of project release hand over, specifications, programs, Implementation plans, and PIV test plans.
7. Write simple SQL queries against database and generate reports.
8. Establish healthy working relationships across a variety of IT partners / units and platforms to build influence and impact with key business partners.

What Do You Need To Succeed?

Must-have

• Excellent interpersonal and communication skills (verbal and written)
• Deadline-driven and results-oriented; able to meet consistently high quality standards while handling a variety of tasks and deadlines simultaneously.
• Strong experience in troubleshooting.
• Understanding of one or more of the following: programming languages, databases, platforms, code management tooling, and/or web technologies.
• Experience with SRE (Site reliability Engineering) Tools such as PagerDuty.
• Knowledge of SQL.

Nice-to-have

• Experience with architecture/process workflow analysis and design.
• Familiarity with ITSM.

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

Job Skills

Computer Operations, Customer Service, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, Standard Operating Procedure (SOP), System and Console Operations, System Applications, Systems Software

Additional Job Details

Address: RBC CENTRE, 155 WELLINGTON ST W:TORONTO

City: TORONTO

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: TECHNOLOGY AND OPERATIONS

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-04-23

Application Deadline: 2025-05-09

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. 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.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Information Technology

Industries

• Banking and Financial Services