Associate Director - Surveillance Technical Support Lead

RBC Shared Services Malaysia Sdn Bhd; Putrajaya; On-site; MYR 90,000 - 130,000; Full time

Job summary

RBC Shared Services Malaysia Sdn Bhd in Malaysia is seeking a seasoned IT Operations Professional to join our RTB production support team within CBDT Production Services, supporting a major North American bank's surveillance platforms.

You will own end-to-end lifecycle for applications, drive automation, collaborate with Change The Bank and vendors, and ensure service readiness and risk mitigation while maintaining critical monitoring and disaster recovery processes.

Qualifications

• Proven expertise in ITIL Incident, Problem and Change Management (ITIL).
• Strong scripting skills in Perl, Bash, Python, PowerShell or batch scripting.
• Experience containerizing and orchestrating applications with Docker and Kubernetes.
• Relational databases knowledge (MS SQL, Sybase) and ability to optimize queries.
• Proven monitoring across environments using tools like Geneos, Nagios, AppDynamics, Dynatrace, Splunk, ELK, Grafana.

Responsibilities

• Maintain advanced knowledge of surveillance systems to support production platform and dependent apps.
• Automate manual processes to evolve the platform.
• Understand surveillance objectives and translate to technical solutions for business needs.
• Collaborate with Change The Bank (CTB) and external vendors on agile initiatives.
• Promote ITIL Service Transition, Production Readiness and License to Operate models.
• Identify enhancements, surface risks and drive project momentum.
• Create stakeholder content using Confluence, PowerPoint and Excel (incl. VBA).
• Manage disaster recovery planning and configuration management.
• Oversee applications lifecycle from concept to retirement across platforms.

Skills

ITIL processes

Unix/Linux scripting

Docker/Kubernetes

SQL databases

Monitoring tools

Stakeholder management

Tools

ITIL tools

Confluence

JIRA

Job description

This is an exciting opportunity to join a rapidly growing team supporting a stable but growing business at a major North American Bank. Working to support a growing Capital Markets organization this candidate will join an existing hands on RTB (Run The Bank) production support team. This role is within the CBDT (Client Banking and Digital Technology) Production Services that also covers surveillance platforms.

The overall aim of the team is to support communication surveillance technology operations, associated upstream/downstream applications and processes. Mission statement: Deliver Best-in-class service by providing the maximum level of system stability through efficiency, automation, capacity management and mitigation of risk.

Working hours

9.00PM - 6.00AM

What will you do?

Maintain advanced technical and business knowledge of communication/surveillance systems to ensure ongoing support for the production Surveillance Platform and its dependent applications.

Drive the continuous evolution of the platform by automating manual processes and actions.

Develop a thorough understanding of key surveillance objectives and translate them into effective technical solutions that align with business needs.

Collaborate closely with the CTB (Change The Bank) team and external vendors to execute agile-based development initiatives.

Champion the Service Transition phase of ITIL by implementing and promoting the Production Readiness and License to Operate model across the organization.

Identify and communicate critical enhancements while proactively surfacing risks and business issues through JIRA.

Seek out improvement opportunities and actively drive project momentum and benefits realization.

Leverage strong communication and presentation abilities to create business stakeholder content using Confluence, PowerPoint, and Excel (including VBA and pivot table expertise).

Manage disaster recovery planning and execution while maintaining current internal configuration management and risk systems.

Oversee applications throughout their complete lifecycle—from initial concept through design, implementation, and eventual retirement—across multiple platforms and tools.

Take end-to-end ownership of assigned projects, proactively identifying and resolving roadblocks, coordinating cross-functional resources, and ensuring timely delivery of high-quality outcomes that meet business objectives.

Must Have

Demonstrated expertise in ITIL Incident Management, Problem Management, and Change Management principles.

Proficiency with RHEL, Unix, Linux, and Windows environments, including scripting capabilities in Perl, Bash, Python, PowerShell, and batch scripting.

Experience containerizing and orchestrating applications using Docker and Kubernetes.

Strong background with relational databases such as MS SQL and Sybase, with the ability to write and optimize database queries independently.

Proven track record establishing proactive application monitoring across multiple environments using industry tools including ITRS Geneos, Nagios, AppDynamics, Dynatrace, Splunk, ELK, and Grafana or equivalent solutions.

Strong analytical and critical thinking skills with the ability to effectively multitask and prioritize competing demands in fast-paced environments.

Demonstrate strong stakeholder management skills and a clear understanding of business requirements and objectives.

Nice to have

Experience with surveillance management applications such as Smarsh Enterprise Conduct, Csurv, and Theatalake.

Minimum three years of professional experience in Financial Technology or Capital Markets technology environments. Proficiency with BMC Control-M for batch scheduling, with experience in Autosys, Tidal, or equivalent platforms also acceptable.

Deep knowledge of Capital Markets operations, including comprehensive understanding of sales tooling and CRM platforms.

Disciplined and methodical approach to documenting all processes, issues, and user stories in Confluence and Jira to ensure clarity and traceability across teams