What is the opportunity?

A team of Operations Analysts make up the service desk that supports our Global Technology Infrastructure Mainframe clients 24 hours a day 365 days a year. This includes monitoring events, performing incident management and executing service requests for RBC's production and development mainframe systems/devices currently in our global data Centre’s including GCC and SCC. Analysts use problem management skills to assess issues; troubleshoot them and escalate to various team for further investigation. Currently they provide support for approximately 50 LPARS (Logical Partitions).  The mainframe runs the most critical applications in most fortune 500 companies.  This role is ideal for someone to get exposed to and gain experience in the mainframe environment.

What will you do?

• Provide the highest possible level of service to clients in GTI, Insurance, U.S. subsidiary and Capital Markets Development, Production & Disaster Recovery environments
• Provide technical support on technologies pertaining to the Centre’s operations – i.e. zSeries, JCL, VM/VSE, Network Technologies, Storage and Media Solutions(Tape Libraries)
• Maintain a sound operational knowledge of the tools required to support the systems, subsystems and support products in our area. Such as ServiceNow, Omegamon, TEPS
• Work with service providers and people from various departments at a very technical level
• Establish new and innovative processes that provide maximum availability and service to our clients on a 7/24/365 basis; Monitor and maintain various mailboxes
• Ensure problems are quickly identified, resolved and documented to avoid a reoccurrence
• Identify opportunities where automation can assist
• Monitor mainframe systems and infrastructure applications on various monitoring tools
• Escalate problems efficiently to other technical support personnel and service providers

What do you need to succeed?

Must have:

• Strong technical support and analytical skills
• Strong written and communication skills
• Interest in learning new technologies
• Excellent team player

Nice to have:

• Hand on experience working with technologies pertaining to the Centre’s operations – i.e. zSeries, JCL, VM Network Technologies, Storage and Media Solutions(Tape Libraries)
• Sound operational knowledge of tools required to monitor and support all systems, subsystems and support products in our area. Experience in one or any of the following: ServiceNow, Omegamon, TEPS, VM Consoles, MVS Consoles
• Vendor management experience

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 geographies