Technical Analyst, SRO HOC
Job Summary
Job Description
What is the opportunity?
The Technical Analyst, SRO HOC is responsible for daily operations of the Hosting Operations Centre team, which includes a 24/7 shift rotation among technical specialists. The HOC are the Front-Line Responders and conduct a problem determination for the Windows, Hardware, Virtual, Linux, and Storage platforms globally, and they are also responsible for integrating automation to efficiently resolve reoccurring daily functions.The position enables Technical Analysts by coaching, engaging and mentoring team members for professional and technical growth through Performance Enablement, Assessment and Development plans and technical training. Technical Analysts also assist in the resolution of sensitive, complex, and high-impact incidents and are accountable for reporting outcomes to management.
What will you do?
Execution and Operational Excellence- Assists in resolution of technical and operational issues as well as severity 1 and 2 incidents.
- Analyzes workflow to streamline processes and enhance efficiency through automation.
- Participates in key inter-departmental, cross-functional, and cross-platform teams, providing expertise and operational support as required.
- Partners with 1st level support teams and 3rd party-service providers to support the resolution of technical issues.
- Champions strong IT governance for incident management.
- Provides 7 x 24 x 365 operational support.
- Provides overtime support as required.
- Provides superior client experience and strengthens relationship with business partners.
- Collaborates with colleagues across the organization to get things done.
- Resolves complex conflicts/issues and escalates as appropriate.
- Provides Support for all production Windows, Hardware, Virtual, Linux, and Storage platforms, while assisting support efforts with our various business partners, as necessary.
- Engages and involve any required support teams to provide service restoration.
- Ensures proper documentation is gathered and analyzed on a daily basis in order to achieve root cause on all incidents.
- Contributes by creating and publishing problem resolution procedure documents for the HOC team members as required.
- Maintains/updates ServiceNow queues to meet SLA targets.
- Identifies and provides solutions to process issues or gaps.
- Delegates incident workload across on shift team members.
What do you need to succeed?
Must have:
- 2+ years' experience in a high-pressure multi-technology environment in production support
- Required to be on call for 24X7 as required to support hosting technologies
- Ability to analyze, troubleshoot and resolve production incidents
- Strong communication and Interpersonal skills in order to provide status updates to business and IT management
- Organized and detail oriented
Nice to have:
- Understanding of SRE concepts
- Experience in build and CICD technologies: GitHub
- Good working of programming languages : PowerShell, Python, Yaml, Unix Scripts
- Knowledge of: Windows/Linux OS, Hardware, Virtual (VMware, Hyper-V), and Storage
- Incident Alarm Management using MoogSoft
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.
- Opportunities to take on progressively greater accountabilities.
- Opportunities to building close relationships with clients.
- Access to a variety of job opportunities across business and geographies.
#Ll-POST
#TECHPJ
Job Skills
Accountability, Communication, Critical Thinking, Customer Support Systems, Group Problem Solving, IT Service Level Management, IT Service Management (ITSM), IT Standards, Operations Support, Problem Resolution, Technical Troubleshooting
Additional Job Details
Address:
RBC CENTRE, 155 WELLINGTON ST W:TORONTO
City:
TORONTO
Country:
Canada
Work hours/week:
- 5
Employment Type:
Full time
Platform:
TECHNOLOGY AND OPERATIONS
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-03-12
Application Deadline:
2025-03-31
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 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.
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.
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