Senior Problem Management Specialist

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title

Senior Problem Management Specialist

What is the opportunity?

The Problem Manager – ITSM Problem Management is part of a team responsible for operating IT Problem Management investigations with the singular aim of driving improvements in reliability within the IT production environment.

Working with multiple IT teams within RBC and RBC group companies, you will be responsible for leading Root Cause investigations and then driving the completion of follow-up tasks aimed at introducing improvements to IT environment.

What will you do?

• Identify and deploy technology that will enable efficiency and consistency for process execution and governance
• Accountable to deliver Root Cause Analysis facilitation and investigation services to the RBC Enterprise, on a global basis.
• Manage the delivery of Problem Management and Root Cause Analysis Services to the global enterprise.
• Hosting stakeholder meeting for Problem Advisory Board Quality Review Meeting (PABQR)
• Work with technical support teams to identify the root cause of incidents, and implement solutions or mitigation efforts of the root cause.
• Ensure quality and effectiveness in the delivery of Investigation and Resolution Services for Critical Business Facing Problems rooted in IT issues.
• Manage the delivery of Problem Management Operations and Root Cause Analysis Services to the global enterprise, ensuring quality and effectiveness
• Communicate and/or train stakeholders who will interact with this new process across the enterprise
• Provide Enterprise Problem Management investigation services and support to all pillars within the Tech Infrastructure groups within RBC and RBC group companies.
• Facilitate and lead the Major Problem Review on a weekly basis, and ensure all action items are tracked to delivery
• Build and Maintain relationships with service partners including 3rd party vendors and suppliers as required Manage the delivery of Problem Management and Root Cause Analysis Services to the global enterprise.

What do you need to succeed?

Must-Have:

• Previous experience with ITSM tools.
• Rigorous attention to detail.
• Bachelor’s degree in Engineering or Computer Science or equivalent.
• Facilitation skills and practices
• Previous experience in IT Problem Management.
• Skill/judgment to be able to influence management and operational teams throughout the organization.
• Good communication (verbal and written) skills, including a strong appreciation of relationship management; sound problem-solving, analytical, research, and quantitative skills..

Nice To Have:

• Self-discipline and organization with proven time management skills
• Working knowledge of key IT infrastructure and services, including a good understanding of the risks associated with the platforms and related ITSM processes
• Project Management experience
• Practical experience in different areas of ITSM other than Problem Management.

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 progressive career path in technology risk management and cyber security risk management.
• A world-class training program in financial services
• Leaders who support your development through coaching and managing opportunities
• Work in a dynamic, collaborative, progressive, and high performing team
• Ability to make a difference and lasting impact
• A comprehensive Total Rewards Program including bonuses and flexible benefits, and competitive compensation.

#RC23

#TECHPJ

Job Summary

Address:

TORONTO, Ontario, Canada

City:

CAN-ON-TORONTO

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

Technology and Operations

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2023-04-24

Application Deadline:

2023-05-29

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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