Associate Director - Production Support - Halifax
- Halifax, NS
- Permanent
- Full-time
- This is a senior hands-on production support role to perform day to day L3 support functions, incident communication, incident resolution, project coordination, reporting and other tasks as needed. This will require the candidate to be part of the support roster 1 or 2 weekends in a month.
- Drive accountable results-based relationships with Operations business stakeholders through regular reporting of customer-visible incident / problem items against availability requirements and service terms; incisive trend reporting for visible incidents with biweekly frequency or (periodically) on a demand basis. Report content will evolve continuously to drive service optimization and identify areas for further review. Advanced understanding, implementation, and influencer of strategic Incident, Change and Problem Management. Strong ability to drive major incidents to resolution and be able to communicate well on root cause and remediation of incidents or changes.
- Partner with senior leadership to drive towards and maintain a stable and clean Production environment. Oversee application support account management functions on behalf of Operations business partner counterparts, including representation of application service requirements in new ‘Change the Bank’ strategic project or enhancement budgets, collaboration with horizontal service leads in promoting grounded, business-driven horizontal strategies and services (new / augmented / revised) to Operations sponsors for approval.
- Oversee application support operational requirements prior to promotion into production environment(s), including application / vendor product production readiness vetting, validation of alerting sufficiency and adherence to architectural standards, schedule management according to defined enterprise standards, failure scenario runbook detailing for precise and efficient dispatch in the event of events and / or incidents, change management validation and approval and sign-off of configuration management testing and rollout in a formal Stage or facsimile environment. Oversee steady state functions for Operations functions such as minor platform refreshes, disaster recovery plan currency and testing, application-centric performance and capacity testing, application ownership functions such as access verification and attestation, and currency of operating documentation.
- Serve as a point of escalation for Operations application incidents, driving the Post Incident Review process where the incident is customer visible, or where the incident would otherwise indicate systemic, structural or recurring problem characteristics. Collaborate with Service Delivery managers to ensure crisp, concise, business-centric depiction of service business and technical impact, problem root cause, symptoms and remedial actions, and track remedial actions to completion against committed PIR dates on behalf of Operations customers. In conjunction with various incident and alerting service leads, drive registry of reported incidents and alerts from arbitrary sources within the Operations application realm (reviewed daily at operational review meetings), ensuring causal links between these events and visible service impacts to business customers are well understood by service management representatives.
- Participate in rationalization of multiple internal application-centric operating level agreement (OLA) flavors into a minimal set of archetype agreements, based on material support level differences (e.g. hours of operation: 7 x 24, 5½ x 24 and 5 x 8). Extricate supporting vendor product / service terms into standardized, standalone agreements.
- Available 24 x 7 for any high visibility / escalations. Open plan office environment / Working from Home. Minimal travel required
- Self-motivated / driven to produce results to align to the team’s strategic direction. Can work well under stress / high pressure environment. Focuses on assisting the business in revenue generation / protection through best practices.
- Strong communication skills, written and oral; proven people skills. Takes personal responsibility for implementing change. Abides by the code of conduct. Believes RBC's Core Values are essential to the smooth running and successful operation of the business. Consistently aligns to team and organization initiatives. Able to manage all size project/task with minimum supervision. Network with other production support staff across other towers to build synergies and knowledge share. Generates ideas and opportunities to increase productivity and operational efficiency of the team. Intermediate understanding of Risk & Control guidelines. Helps implement policies within their immediate team. Highlights and escalates any risk & control issues to Production Manager.
- Programming languages: C#, VB.NET, SQL, Object Oriented programming technologies, MQ, TIBCO, JBOSS, Java
- Application Servers: Windows, ASP.NET, IIS, Tomcat, Apache
- Multiple platforms: Windows and Unix, Relational databases: Sybase, Oracle, MSSQL Server, Postgres, Mongo, Version Control and Workflow Management Software: JIRA/Confluence, Github, Nexus, Scheduling tools like Control-M, Stone branch, Windows scheduler, CRON jobs, ITIL tools: ServiceNow
- Experience in a matrix environment, such as a large, publicly-traded corporation
- Ability to facilitate between and influence key decision makers
- Strategic thinker with excellent interpersonal skills to work across functions and businesses
- 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
- Opportunities to do challenging work