Surveillance Technical Support Analyst
Description
This role is an exciting opportunity to join a growing team within Capital Markets at a major North American Bank. The Surveillance Technical Support Analyst will be part of the CBDT (Client Banking and Digital Technology) Production Services team, focusing on communication surveillance technology operations and associated applications. The main goal is to deliver best-in-class service by ensuring maximum system stability through efficiency, automation, capacity management, and risk mitigation. This involves maintaining advanced technical and business knowledge of surveillance systems, automating manual processes, collaborating with development teams and vendors, and championing ITIL service transition principles.
What We're Looking For
Maintain advanced technical and business knowledge of communication/surveillance systems.
Drive continuous evolution of the platform by automating manual processes.
Develop a thorough understanding of key surveillance objectives and translate them into effective technical solutions.
Collaborate closely with the CTB (Change The Bank) team and external vendors for agile-based development.
Champion the Service Transition phase of ITIL by implementing Production Readiness and License to Operate model.
Identify and communicate critical enhancements, proactively surfacing risks and business issues through JIRA.
Seek improvement opportunities and actively drive project momentum and benefits realization.
Create business stakeholder content using Confluence, PowerPoint, and Excel (including VBA and pivot table expertise).
Manage disaster recovery planning and execution.
Maintain current internal configuration management and risk systems.
Oversee applications throughout their complete lifecycle across multiple platforms and tools.
Ideal Candidate
Demonstrated expertise in ITIL Incident Management, Problem Management, and Change Management principles.
Proficiency with RHEL, Unix, Linux, and Windows environments.
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 tools like ITRS Geneos, Nagios, AppDynamics, Dynatrace, Splunk, ELK, and Grafana or equivalent solutions.
Strong analytical and critical thinking skills.
Ability to effectively multitask and prioritize competing demands in fast-paced environments.
Strong stakeholder management skills and clear understanding of business requirements and objectives.
Hard Skills
Soft Skills
Work Hours
40 hours/week
Benefits
About the Company
Royal Bank of Canada
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. As Canada's largest bank, it provides personal and commercial banking, wealth management, and capital markets services to over 17 million clients worldwide.
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