Senior Manager, Custody Application Support

Job Summary

What is the opportunity?

• Establishes and maintains UAT, IST and Production environments.
• Manages the implementations to UAT, IST and Production environments.
• Ensures all projects, enhancements and fixes are QA certified prior to promoting to production.
• Manages the troubleshooting and fault isolation process of application problems.
• Leads the investigation and analysis of application failures including writing up of incident and root cause analysis reports.
• Manage and lead DRP initiatives, including implementation and testing.
• Manage and lead infrastructure changes/upgrades initiated by TI.

All responsibilities carried out in accordance with RBC Leadership Model, Collective Ambition, Code of Conduct, RBC Values and Guiding Principles ensuring adherence Compliance Standards and Privacy principles.

What will you do?

• Responsible for managerial reporting and statistical accumulation of incidents, client requests and other work items.
• Manages closure to all production issues raised.
• Responsible to identify operational and business risks associated to capture Service Now items.
• Manage the troubleshooting and fault isolation process of application problems.
• Seeks out industry trends and organization knowledge to understand alternative approaches/solutions.
• Lead the investigation and analysis of application operational failures including writing up of incident and root cause analysis reports.
• Identify root cause through analysis to improve resource usage and time to market.
• Recommends best solutions, work-around, short-term and long-term solutions, considering the cost based on understanding of business issues/need.
• Manage the development and change implementation of resolutions to application problems.
• Responsible for supporting Bancs and Custody Managed Services applications in UAT, IST and Production environments.
• Responsible to ensure that the team is delivering according to Priority SLA timelines.
• Manage the support resource pool, with a view to minimizing overall costs and increasing efficiency.
• Identifies and escalates to senior management potential areas that may be improved to cut down support costs and budgets.
• Identifies and escalates potential conflicts between long-term architecture direction and project constraints.
• Assesses ambiguous situations and seeks clarity from Project Teams as required on pre-implementation artifacts or pre-production phases.
• Responsible for ensuring that all application fixes, enhancements and projects are QA certified prior to implementation in production.
• Manage infrastructure changes/upgrades initiated by TI.
• Promotes innovative or improved methods to get the work done and implements best practices.

Application Custodian duties:

• Manage audit and compliance requirements and requests.
• Conduct yearly capacity management for applications.
• Ensures back up & restores are successfully conducted.
• Manage regulatory and industry changes and requests.
• Manage DRP planning and testing including initial DRP setup where required.
• Conduct yearly application IIPM reviews and makes corrections accordingly.
• Follow Change Management processes.
• Responsible to ensure ACAs are completed according to Risk Classification (yearly, every 2 years, every 3 years) - complete Findings and address Remediation Plans accordingly.
• Complete SLAs & SLA reviews according to agreed timelines with sponsor.
• Conduct Access reviews & Fire-call reviews.
• Conduct pen-test as applicable based on application.

Relationships & Communication

• Provides superior client experience and strengthens relationship with business partner.
• Collaborates with colleagues across the organization to get things done.
• Manages project communications including status reports to all stakeholders.
• Provides senior management with timely updates on project issues.
• May utilize single vendor/3rd party of known capacity and manages the relationship.

Managerial Excellence

• Sets direction and vision for the team.
• Builds management capability on the team.
• Manages performance, reward and recognition.
• Holds Senior Team members accountable for managerial work.
• Coaches and mentors Team Leaders.
• Establishes succession plan for key positions, including self.
• Establishes cross training between application areas and different platforms.
• Selects & builds a high performing diverse team that leverages individual capabilities & strengths.
• Identifies skill improvement and recommends training.
• Promotes a mindset for sustained success, growth and diversity.
• Spearheads and guides people through changes.

What do you need to succeed?

Must have

• Teamwork and Cooperation
• Demonstrated leadership ability
• Successfully managed 2 to 3 related type 1 applications simultaneously
• Successfully managed 1 type 2 application
• Undergraduate Degree or equivalent experience
• Plan development & management
• Requirements methods: interviewing, data modeling, business process modeling, business object modeling and user interface design
• Quality Controls
• Task based plans
• Assumption & risk based plans
• Cost benefit analysis & alternative identification
• Communication Skills
• Facilitation skills
• Presentation skills
• Risk assessment & Quantification methodologies
• Conflicts and issues resolution and escalations

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.
• Work in a dynamic, collaborative, progressive, and high-performing team.
• Opportunities to do challenging work.
• Opportunities to take on progressively greater accountabilities.
• Access to a variety of job opportunities across business and geographies.

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Job Skills

Business Performance Management, Decision Making, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, IT Service Management (ITSM), IT Systems Management, Long Term Planning, Time Management

Additional Job Details

Address: RBC CENTRE, 155 WELLINGTON ST W:TORONTO

City: TORONTO

Country: Canada

Work hours/week: 37. 5

Employment Type: Full time

Platform: TECH.