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Lead global application support with AI‑driven automation at RBC Vancouver
Senior Manager role overseeing SLAs, incident management, and regulatory compliance
What is the Opportunity?
Manages production support activities for all Finance applications including troubleshooting, incident and problem management, risk and audit responses, disaster recovery testing and introducing automation as part of continual improvement program using AI.
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, 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
Job Skills
Acuerdo de nivel de servicio (SLA), Análisis de causa raíz (ACR), Comportamiento proactivo, Comunicación, Creación de relaciones, Excelencia Operacional, Gestión del tiempo, Gestión de problemas, Gestión de servicios de TI (ITSM), Gestión de sistemas de TI, Infraestructura de tecnologías de la información (TI), Manejo de Incidentes, Mejoras de procesos, Proceso de mejora continua, Recuperación ante desastres (DR), Relaciones interpersonales, Resolución de incidencias, Resolución de problemas, Resolución de problemas en grupo, Toma de decisiones
Additional Job Details
Address:
745 THURLOW ST:VANCOUVER
City:
Vancouver
Country:
Canadá
Work hours/week:
37.5
Employment Type:
Full time
Platform:
TECHNOLOGY AND OPERATIONS
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2026-06-10
Application Deadline:
2026-07-30
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.