What is the opportunity?

The Operations Analyst  is responsible for monitoring and supporting all of Royal Bank of Canada’s global network environment on a 24/7/365 days a year basis. As a member of the Telecommunications and Network Services Operations NOC, the IT Operations Analyst will be accountable for monitoring and providing technical support in event/incident/problem management, escalation, restoration of service, triage and maintain all services pertaining to RBC’s operations environment.

This role will require the Analyst to work effectively in both an independent and team oriented environment. We are RBC’s main production monitoring team for Canadian, USA and international based businesses and functional units including Personal and Commercial Banking (P&CB), Investor & Treasury Services (I&TS), Insurance, Capital Markets (CM), Wealth Management (WM), Technology and Operations (T&O), and Functions. We are also the main telecommunications and client server operations hub for the enterprise.

What will you do?

Perform technical support and analysis on complex incidents/outages to minimize business impact and  promptly restore service within Operational Service Levels (OLA’s) and Service Level Agreements (SLA’s)

Monitor/Triage all domestic and international Data Centers, Remote Offices, Wireless  and their respective technologies

Escalate any major operational/systems problems to the appropriate 2nd Level support teams, management and key internal and external business partners

Coordinates requests with IT support teams, identifying, tracking and resolving issues

Detect, investigate, diagnose and recover anomalies across the production infrastructure

Perform first level technical support based on the Incident Management Framework

Allocate resources to ensure equipment & affiliated software is maintained to achieve high productivity at minimum cost.                                                                               

Ensure adherence to Change and Incident Management Policies/Procedures with appropriate back out instructions where applicable with respect to Service Level Agreements to our Client Base

What do you need to succeed?

Must have:

Strong interpersonal and communication skills; ability to communicate with people in a wide variety of areas and at various levels from technical specialists to senior managers

Undergraduate degree/diploma preferably in Computer Information Systems or equivalent experience preferred

Cisco Certified Network Associate (CCNA) and Cisco Certified Network Professional (CCNP) preferred

Knowledge with data, voice and wireless network technologies including hardware technologies associated with each

Knowledge of Network based technologies and processes: Cisco suite of products including Routers / Switches / Firewalls / F5 Load Balancers 

Nice to have:

Ability to ssh to network devices  by uses of basic commands and verifications methods: Routers / Switches / Firewalls / F5

Understand the concepts of TLS/MPLS/VPN, DWDM Concepts, F5 and Load Balance Concepts:  suspend / activate services.

Basic understanding of ATM platforms and setups i.e.  Communication problems / modems/ switches checks.

ITIL Foundations, Lean Six-Sigma, A+ Certification

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

Access to a variety of job opportunities across business and geographie

RBC requires as a condition of employment that all successful candidates in the United States and Canada be fully vaccinated against COVID-19 prior to their start date, and may require proof of the same. Reasonable accommodation is available where required by law.

About RBC

Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, please visit rbc.com. 

Inclusion and Equal Opportunity Employment

RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.

JOB SUMMARY

City:  Toronto

Address:  155 Wellington Ave West

Work Hours/Week:  37.5

Work Environment:  Office

Employment Type:  Permanent

Career Level:  Experienced Hire/Professional

Pay Type:  Salary + Variable Bonus

Position Level:  PL09 

Required Travel(%):  0

Exempt/Non-Exempt:  N/A

People Manager:  No

Application Deadline:  02/04/2022

Req ID:  443388

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