Operations Analyst Production Support – Digital Nova Scotia – Leading Digital Industry

Operations Analyst Production Support

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title

Operations Analyst Production Support

Job Description

What is the Opportunity?

This position involves Production and Operations Support within a portfolio of ~10 AML IT applications.  The applications are built on platforms such as Mainframe, Windows, Linux, and AIX, Cloud, Hadoop and OCP. This role is key to ensure service level agreement commitments are achieved on a daily basis by recognizing, prioritizing and escalating issues of urgency to ensure Regulatory deadlines are met and end users are minimally affected.   This role will work alongside other Production Analysts/Leads, Development Leads, Release Management Support and Application/Infrastructure teams with a primary goal to ensure minimum to no application service disruptions occur. Of key importance is to possess a drive to learn and understand how these applications work and when they have issues to maintain ongoing status communications to affected stakeholders until issue has been resolved.   Additionally a drive to not only resolve the issue, but identify and capture the root cause is another essential part of this role in order to enable continuous improvement of our systems so we might prioritize related fixes and mitigate/eliminate future issues.

What will you do?

  • Investigate and support production problems, issue ongoing status communications to identified stakeholders, and driving to resolution and identification of root cause.
  • Identify any partners not meeting RBC IT service level commitments and communicate and escalate any service gaps impacting our applications
  • Follow documented Application Health Check items to confirm application is operating as needed.
  • Follow documented Problem Resolution Process steps when issues occur
  • Call out any gaps or ambiguity in documentation so it may be addressed
  • Work in an high achievement environment where diversity is valued and people are treated with respect and dignity
  • Seek out guidance and mentors to ensure full understanding of systems and define a career path within the team.

What do you need to succeed?

Must Have

  • Strong organization and communications skills (written and verbal)
  • Ability to Prioritize multiple issues
  • Ability to understand and drive needed activities based on Urgency
  • Knowledge of some infrastructure management products
  • Proven experience in Application troubleshooting
  • Comfortable with working with rotating shifts and providing and obtaining hand-offs for active issues being addressed
  • Ability to work in a Team and Coordinate within and across departments to achieve overall success
  • Concern for Order/Quality
  • Achievement Motivation
  • Bachelor’s degree in Computer Science, Computer Engineering or equivalent training and experience
  • Good expertise with main industry databases (Oracle, SQL server, etc)
  • Experience with SQL environments and SQL Query.
  • Experience with Window / Unix environment

Nice to Have

  • Knowledge and/or proven ability to drive continuous improvement within processes
  • Knowledge of Service Now
  • Experience in Application development & testing
  • Experience in Application Support
  • ITIL knowledge/certification
  • Knowledge of Release management activities
  • Knowledge of application interdependencies across AML IT applications
  • Experience with monitoring and logging technologies such as Dynatrace, Prometheus, Grafana, Zabbix, ELK, Splunk, etc.

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
  • Work in a dynamic, collaborative, progressive, and high-performing team
  • Flexible work/life balance options
  • Opportunities to take on progressively greater accountabilities by doing challenging work
  • Opportunities to building close relationships with clients in other teams and platforms