- Location
- 120 WESTERN PKY:BEDFORD, Canada
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Lead
- Education
- Bachelor
- Closing date
- Today
- Source
- Workday
Description
Job Description
WHAT IS THE OPPORTUNITY?
Join a high-impact Production Support team responsible for the stability, performance, and resilience of enterprise fraud detection systems processing millions of live transactions daily. As Lead Senior Application Support Analyst, you will serve as a senior technical escalation point for complex, business-critical fraud platforms, driving root-cause analysis, incident resolution, and operational governance across a distributed, 24/7 environment. This role sits at the intersection of technology and risk — where downtime or delayed detection has direct financial and reputational consequences — and requires someone who thrives under pressure, communicates clearly with technical and executive stakeholders, and mentors junior analysts through complex production issues. You'll partner closely with engineering, SRE, and audit teams to strengthen monitoring, reduce MTTR, and mature incident management practices across a multi-site support model.
What will you do?
- Lead live troubleshooting and root-cause analysis for P1/P2 incidents on fraud detection platforms
- Monitor transaction pipelines and alerting systems to proactively identify and mitigate issues before impact
- Act as senior escalation point during major incidents, coordinating cross-functional war rooms
- Perform daily health checks across messaging, integration, and data layers supporting fraud systems
- Mentor and guide junior/intermediate analysts on troubleshooting methodology and best practices
- Contribute to and enforce change management, release, and production governance processes
- Partner with engineering teams to identify recurring issues and drive permanent fixes
- Prepare incident summaries, RCAs, and shift handover documentation for stakeholders and audit
What do you need to succeed?
Must have:
- 7-8 years of application/production support experience in financial services, supporting Windows (80%) and Linux (20%) environments with 24x7 rotational on-call coverage, shift flexibility, and demonstrated ability to lead through high-pressure incidents and mentor junior team members.
- Strong expertise in SQL Server (queries and tuning), Hadoop/Hive, Azure, Cloudera, OpenShift, and Java applications, with proven ability to diagnose issues across messaging, integration, and database systems in real time.
- Hands-on experience with enterprise job schedulers (Autosys, Stonebranch, Airflow, Zeke), DevOps deployments using UCD, and ITSM processes including ServiceNow for incidents, problems, service requests, and change management.
- Excellent communication and troubleshooting skills with the ability to translate technical issues for both technical and executive audiences, combined with strong knowledge of production controls and access management.
- Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience), with solid understanding of production troubleshooting methodologies and operational best practices.
Nice to Have:
- Experience with Elasticsearch, Kafka, IBM MQ, Azure, Openshift in a production support capacity
- Rotational after-hours & weekend support, and carrying a cell phone when on call
- Exposure to monitoring/observability tools (Dynatrace, Splunk, PagerDuty, Moogsoft, Zabbix)
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.
Flexible work/life balance options.
Opportunities to do challenging work.
#LI-POST
Job Skills
Customer Service, Decision Making, Enterprise Application Delivery, Information Technology (IT) Infrastructure, Interpersonal Relationships, IT Systems Integration, System and Console Operations, System Applications, Systems SoftwareAdditional Job Details
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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.
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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.
