Junior Operational Support Engineer (Bedford, NS)

Job Description

What is the opportunity?

The RBC Team in Halifax will be hiring for multiple Operational Support Engineer roles on the Financial Crimes, Finance IT, Risk IT, Fraud and Insurance teams. This role will require you to be located in the Halifax / Nova Scotia region and be able to commute to the office if needed. As an Operational Support Engineer you are integral in delivering reliable IT systems and automated business processes.
Effectively combining your functional business knowledge with the use of monitoring tools and triaging/troubleshooting techniques to ensure process and system reliability targets are met and downtime is minimal. The Operational Support Engineer is passionate about system and process monitoring, and strives to continually improve the ways we safeguard the integrity of our systems and the business processes they support.

What will you do?

• Monitor real-time and batch related process execution to ensure processes are completed within established timelines
• Proactively monitor system performance and anticipate operational improvements to ensure smooth and consistent business outcomes
• Participate in manual verification of business processes outcomes where automation opportunities exist while working with the Monitoring team to address gaps
• Participate in testing cycles with the Quality Assurance team to ensure the operability (monitoring, supportability) of infrastructure, applications and business processes
• Provide initial triage, investigation and resolution of incidents. This may include deploying automated code to production, automated recovery scripts and runbook execution
• Ensure all incidents are properly reported, addressed, updated and closed in accordance with predetermined Service Levels, Incident and Problem Management processes
• Manage communications with third party support vendors including working with their Service Desks, coordinating technician conference calls and creating, updating and monitoring incident and request records in their IT Service Management tools
• Verify the completeness and integrity of incident updates and solutions provided by third party support partners
• Recommend approaches or changes to streamline operational monitoring to improve coverage and efficiency
• Create and distribute operational reporting to provide operational transparency
• Actively participate in the Change Management process including acting as a single point of contact during implementations, deployment validation and support handover
• Promote a consistent delivery of operational services by demonstrating a commitment to knowledge centered support principles

What do you need to succeed?

Must-have

• Willing to take a business focused, holistic approach to delivering operations
• A self-starter with the creativity to solve problems independently
• Ability to build effective relationships with a range of team members, stakeholders, partners, vendors and business users
• Excellent communication skills (written and verbal)
• Displays a sense of ownership and exhibits flexibility, resilience, and resourcefulness
• Working knowledge of both real-time and batch transaction process monitoring and issue response
• Experience working in a 24x7 environment with a hybrid support model
• Experience with the incident and problem management lifecycles
• Familiar with operational monitoring technologies and trends
• Familiar with Knowledge Centered Service principles
• Bachelor’s degree in Computer Science, Computer Engineering or equivalent training and experience

Nice-to-have

• Working experience with ServiceNow or comparable IT Service Management toolsets
• 3+ years practical experience with Operations and Monitoring practices
• 2+ years working knowledge of App Dynamics, UIM or comparable Operational Monitoring toolsets
• Software development experience.
• IT System operations experience.
• Familiarity with large scale logging solutions in a development or operations perspective.
• Experience with SQL environments and SQL Query.
• ITIL Framework
• Experience with monitoring and logging technologies such as Dynatrace, Prometheus, Grafana, Zabbix, ELK, Splunk, etc.

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 great benefits, annual incentive program and recognition
• Leaders who support your development
• A dynamic, collaborative, and high-performing team
• Opportunities to do challenging work and grow your career
• Work-life integration
• Positive work culture emphasizing diversity and inclusion, volunteerism and community involvement

Learn more about RBC Tech Jobs

About RBC
Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, please visit rbc.com.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.

Inclusion and Equal Opportunity Employment
RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.

JOB SUMMARY

City: Bedford
Address: 120 Western Parkway
Work Hours/Week: 37.5
Work Environment: Office
Employment Type: Permanent
Career Level: Entry Level
Pay Type: Salary + Variable Bonus
Required Travel (%): 0
Exempt/Non-Exempt: N/A
People Manager: No
Application Deadline: 12/11/2021
Req ID: 423737

Posting Notes: