Associate Director - Fixed Income Production Services

This position will own delivery of Production Application Support services to the Fixed Income Business, leveraging ITIL service management principles of Event, Incident, Problem and Change management and serve as primary escalation point for any issues impacting the production environment.

The ideal candidate should have strong capital markets experience and serve as face-off to CM Business, Development, and Infrastructure teams.

RBC's expectation is that all employees and contractors will work in the office with some flexibility to work up to 1 day per week remotely, depending on working arrangements.

What will you do?

• Act as regional lead for multiple teams of production support analysts in the UK and India, helping to providing world class support, 24x7 across multiple time zones, ensuring the highest levels of service for Fixed Income and Data Fabric users and clients.
• Operate as a Player/Coach, bringing to the table a mix of hands-on technical and business knowledge, people leadership, project and communication skills, developing deep knowledge of applications, architecture, up and downstream flows.
• Superior Major Incident Management experience is critical
• Manage Production, acting as an escalation point for operational teams on a 24x7 basis, taking part in incident response, problem management, and root cause analysis.
• Will be a self-starter, owning day-to-day operational support services, driving production Stability, Reliability and Service Excellence.
• Employ a data-driven approach to driving production stability via metrics and reporting, partnering closely with Application Development teams and external vendors in driving Production Stability and Continuous improvement.
• Ensure accurate logging of support incidents, conduct Incident and Problem Review Meetings (PRMs) and track action items to closure.
• Drive efficiencies through the implementation of tools and process improvements
• Provide leadership and subject matter expertise to team members., 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.
• Leaders who support your development through coaching and managing opportunities.
• Work in a dynamic, collaborative, progressive, and high performing team.
• Opportunities to building close relationships with clients.

Do you have a valid Qualified Teacher Status (QTS), Teaching Regulation Agency license?, Do you have experience in Tableau?, We are seeking an experienced and highly motivated Production Services Leader in the fast-paced Capital Markets, QTS, Fixed Income Production Application Support team., * Extensive experience in IT with strong knowledge of Capital Markets including Fixed Income Products ((FX, Cash, Derivatives, Structured Products, Commodities and Futures)

• Solid Supervisory / Management experience in technology support of Capital Markets trading and related functions.
• Knowledge of Fixed Income trading activities (Pricing, booking, execution, live risk, market risk, etc.), market data feeds and knowledge of applications such as ION, Murex, Bloomberg TOMS, Openlink, XTP, is highly desirable.
• Knowledge of distributed data warehousing and analytics platforms like Databricks and Snowflake
• Excellent verbal and written communication skills and good temperament, with the ability to face off to challenging trading clients.
• Ability to manage the priorities, book of work / open issues from trading desks and work across IT and external vendors to capture, track, status update and drive issues to resolution.
• Solid Linux, SQL, and any scripting language (Shell, Perl, Java, Python, etc.)
• Experience with Database, Linux, Windows and basic infrastructure.
• Good Knowledge of enterprise scheduler platforms and monitoring tools (i.e. Control-M, Geneos, Tableau and Service Now).
• Working knowledge of underlying infrastructure and interoperability (servers, storage, network, middleware).
• Solid knowledge of and experience ITIL implementing Service management practices (Event, Incident, Problem and Change management activities).
• Production data Analysis using Service Now, Powerpoint presentations, MS Excel charts

Nice to have

• Working knowledge of Murex
• Experience in DevOps and cloud technology (AWS, GridGain)
• Experience to support MQ, SOLACE and RV/RMDS, Computer Operations, Customer Service, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, Standard Operating Procedure (SOP), System and Console Operations, System Applications, Systems Software

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.