Client Technical Support Analyst

RBC Shared Services Malaysia Sdn Bhd; Putrajaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

RBC Shared Services Malaysia Sdn Bhd in Malaysia is seeking a production support specialist for Client Lifecycle Management platforms within a North American bank's CTB group. The role focuses on stability, automation, and risk mitigation across the CLM stack, with a 10am-7pm / 4pm-1am rotating shift.

You will work to automate manual processes, partner with the Change The Bank team on agile development, and ensure service transition readiness while coordinating disaster recovery and keeping

Qualifications

• 3+ years in Financial Technology or Capital markets tech role.
• Experience with ITIL Incident/Problem/Change Management.
• Experience with CLM tooling and batch/scheduling platforms is a plus.

Responsibilities

• Support production Client Lifecycle Management platform.
• Automate manual processes and improve platform efficiency.
• Align CLM objectives with technical solutions.
• Collaborate with Change The Bank team in agile development.
• Drive Production Readiness / License to Operate per ITIL.
• Identify enhancements and risks in JIRA and Archer.
• Prepare senior management content using Confluence, PowerPoint, Excel.
• Coordinate disaster recovery planning and execution.

Skills

ITIL Incident/Problem/Change

Scripting (Perl, Bash, Python, PowerS)

Monitoring/Observability

Analytical thinking

Tools

Fenergo

Appway

iMeta

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 group based in Toronto that covers client lifecycle management platforms.

The overall group mandate is to support a portfolio of Client Lifecycle Management applications in the Client Technology portfolio.

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:

10am - 7pm // 4pm - 1am (Rotational shift)

What will you do?

Support production Client Lifecycle Management Platform

Support the continuous evolution of the platform in order to automate manual processes / actions.

Develop an understanding of key CLM objectives and align them with technical solutions

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

Focus on the Service Transition phase of ITIL by driving adoption of the “Production Readiness / License to Operate” model

Summarize and highlight important enhancements and proactively identify risks and business issues in JIRA and Archer

Identify improvement opportunities proactively and drive project progress and benefits

Leverage your strong written and verbal presentation skills including creating of documentation in Confluence, PowerPoint and Excel (VBA and pivot charting a plus) to prepare senior management level content

Coordinate disaster recovery, planning and execution. Update internal config management and risk systems.

Maintain applications throughout the life cycle from concept to retirement across multiple tools.

What do you need to succeed?

Must Have

Experience with Client Lifecycle Management tools including Fenergo, Appway or iMeta. 3+ years working in a Financial Technology or Capital markets technology role

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

Experience with RHEL Unix / Linux / Windows environments and basic scripting (Perl, Bash, Python, Powershell, batch). Experience working with Docker/Kubernetes preferred.

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

Proven history building proactive application monitoring across all environments via ITRS Geneos, Nagios, AppDynamics, Dynatrace, Splunk, ELK, Grafana (or equivalent)

Strong analytical/critical thinking with the implied ability to continuously multitask and manage priorities

Nice to Have

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

Solid DevOPS and automation foundation with related experience to our CI/CD technology stack (Bladelogic, Ansible, Elastic Stack, Splunk, Docker, PCF, Jenkins, Nexus, Git/GitHub, Maven, Fisheye, SonarQube)

BS/BA with an in depth understanding of Capital Markets which includes all aspects of sales tooling and CRM tools

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

You live a full life shaped by your ideas. By your family. Career. Community. Your unique place in the world. You want an employer that helps you realize your vision for life with a meaningful career and supports your desire for more.

At RBC, we get it. We’re committed to creating an environment that will help people realize their full potential. Whether it’s developing new skills, opportunities to innovate and grow, modern and comprehensive benefits, or the flexibility to enjoy the moments that matter, RBC is a great place to build your career and life.

It’s your career. Your life. Where do you want to go?

RBC. Make It Yours

You live a full life shaped by your ideas. By your family. Career. Community. Your unique place in the world. You want an employer that helps you realize your vision for life with a meaningful career and supports your desire for more.

At RBC, we get it. We’re committed to creating an environment that will help people realize their full potential. Whether it’s developing new skills, opportunities to innovate and grow, modern and comprehensive benefits, or the flexibility to enjoy the moments that matter, RBC is a great place to build your career and life.

It’s your career. Your life. Where do you want to go?

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