Senior Manager Application Support - GFT

Global Functions Technology (GFT) is part of RBC’s Technology and Operations division. GFT’s impact is far-reaching as we collaborate with partners from across the company to deliver innovative and transformative IT solutions. The Finance and Audit IT Application team within GFT is looking for a Senior Manager - Application Support. In this role you will be responsible for managing Application support for a portfolio of applications and leading a team in delivering best class service. You will partner across IT, assigned business lines and 3rd party vendors, to achieve operational excellence. You will have opportunities to work on critical RBC applications with partners from across the company. You will work directly with leaders who believe in celebrating successes and sharing learnings with other teams to promote progress.

WHAT WILL YOU DO?

• Ensure operational excellence by maintaining stringent SLAs, monitoring application health metrics (availability, response time, error rates), and escalating critical incidents to senior management
• Manage global support teams across Level 2 and Level 3 support, spanning multiple geographies and time zones with 24/7 coverage and lead incident resolution for complex production issues, taking ownership of escalations and communicating status/impact to Director and MD-level stakeholders
• Lead disaster recovery drills and tabletop exercises with cross-functional teams; document findings and drive remediation of identified gaps and collaborate with Infrastructure and Network teams to ensure adequate redundancy, backup strategies, and geo-redundancy for critical applications
• Implement monitoring, logging, and tracing frameworks to establish end-to-end observability across applications, leverage tools for real-time alerting and anomaly detection.
• Identify and execute automation opportunities across the support lifecycle: ticket routing, incident correlation, root cause analysis, knowledge base updates, and routine maintenance tasks
• Mentor teams on SRE mindset, shifting from reactive to proactive incident management and building reliability into application design while evaluating and integrating AI/generative AI tools for intelligent incident management, predictive maintenance, and knowledge management
• Communicate proactively with business leaders about application health, upcoming maintenance, and risks; translate technical issues into business impact. Articulate complex technical issues to senior management (Director/MD level) with clear problem statements, impact, and recommended actions
• Work with Audit, Risk, and Compliance teams to ensure all applications meet regulatory requirements (e.g., SOX, OSFI, financial reporting standards)

WHAT DO YOU NEED TO SUCCEED?

Must have:

• 7+ years of experience managing an application support organization providing 24*7 production support for portfolios spanning multiple technologies
• Experience working with vendors - both onshore and offshore resource
• Experience with different technologies and distributed systems and workflows
• Ability to identify, institute process improvement and effectively apply application efficiency and effectiveness
• Exceptional relationship-building skills, with the ability to collaborate across diverse functions and levels of the organization
• Strong analytical and problem-solving skills

Nice-to-have:

• Experience with AI Tools
• Experience with ServiceNow or other ticketing tools
• Understanding of SRE concepts and application to real world use cases

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 and competitive compensation
• Leaders who support your development through coaching and mentoring opportunities
• Opportunity to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Challenging work: You will make a difference
• Opportunity to take on progressively greater responsibilities 

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

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.