Operations Analyst, Network Operation

What is the opportunity?

The Operations Analyst is responsible for monitoring and supporting all of Royal Bank of Canada's global network environment on a 24/7/365 days a year basis. As a member of the Telecommunications and Network Services Operations NOC, the Operations Analyst will be accountable for monitoring and providing technical support in event/incident/problem management, escalation, restoration of service, triage and maintain all services pertaining to RBC's operations environment.

This role will require the Analyst to work effectively in both an independent and team-oriented environment. We are RBC's main production network monitoring team for Canadian, USA and international based businesses and functional units including Personal and Commercial Banking (P&CB), Investor & Treasury Services (I&TS), Insurance, Capital Markets (CM), Wealth Management (WM), Technology and Operations (T&O), and Functions.

What will you do?

• Perform technical support and analysis on complex incidents/outages to minimize business impact and promptly restore service within Operational Service Levels (OLA's) and Service, Level Agreements (SLA's)

• Monitor/Triage all domestic and international Data Centers, Remote Offices, Wireless and their respective technologies.

• Escalate any major operational/systems problems to the appropriate 2nd Level support teams, management and key internal and external business partners.

• Coordinates requests with IT support teams, identifying, tracking and resolving issues.

• Detect, investigate, diagnose and recover anomalies across the production infrastructure.

• Perform first level technical support based on the Incident Management Framework.

• Allocate resources to ensure equipment & affiliated software is maintained to achieve high productivity at minimum cost.

• Ensure adherence to Change and Incident Management Policies/Procedures with appropriate back out instructions where applicable with respect to Service Level Agreements to our Client Base.

What do you need to succeed?

Must have:

• Strong interpersonal and communication skills; ability to communicate with people in a wide variety of areas and at various levels from technical specialists to senior managers.

• Undergraduate degree/diploma preferably in Computer Information Systems or equivalent experience preferred.

• Knowledge with data, voice and wireless network technologies including hardware technologies associated with each.

• Ability to ssh to network devices by uses of basic commands and verifications methods: Routers / Switches / Firewalls / F5.

• Knowledge of Network based technologies and processes: Cisco suite of products including Routers / Switches / Firewalls / F5 Load Balancers.

• Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP) preferred.

Nice-to-have:

• Understand the concepts of TLS/MPLS/VPN, DWDM Concepts, F5 and Load Balance Concepts: suspend / activate services.

• Basic understanding of ATM platforms and setups i.e. Communication problems /modems/switches checks.

• ITIL Foundations, Lean Six-Sigma, A+ Certifications.

• Scripting and automation experience.

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

• 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

• Flexible work/life balance options

• Opportunities to do challenging work

#LI-Hybrid

#LI-Post

#TechPJ

Job Skills

Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

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.