Operations Analyst, IBMi Systems

Job Summary

Job Description

WHAT IS THE OPPORTUNITY?

The IBMi Operations Analyst is responsible for monitoring and supporting Royal Bank of Canada’s Midrange Systems’ IBM i environment on a 24/7 x 365 days a year. As a member of the IBM i Level 1 support group, 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 Midrange Operations’ environment. This role will require the Operations Analyst to work effectively in both an independent and team-oriented environment. We are RBC’s main production 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 business impact and promptly restore service within Operational Service Levels (OLA’s) and Service Level Agreements (SLA’s)

• Monitor IBM i system infrastructure and business applications from various monitoring tools.

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

• Coordinate requests with Infrastructure and Business Application 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.

• 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.

• Maintain system level and Business Application documentation.

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.

• Ability to learn and absorb quickly new concepts (in tools and systems), apply new knowledge as appropriate and transfer knowledge to others.

• Strong ability to manage expectations with team, management and clients, and deliver on them.

• Knowledge of Networking processes and methodologies, Operating Systems. (Windows/Unix/AIX/Linux), and/or Mainframe, IBM i technologies.

Nice-to-have: 

• Knowledge and experience using ServiceNow / myMarketPlace.

• Knowledge and experience using SharePoint / Confluence.

• Knowledge and experience using Moog.

• Knowledge and experience using IBM Backup and Recovery Media Services.

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.

• Opportunities to do challenging work.

Job Skills

Business Continuity Disaster Recovery, Customer Service, Decision Making, Group Problem Solving, Hardware Infrastructure, Interpersonal Relationships, IT Systems Management, Service Request 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:

Technology and Operations

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2024-06-04

Application Deadline:

2024-06-07

I nclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
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We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.