Application Support Engineer Lead

RBC Global Asset Management · Vancouver, British Columbia As part of the RBC Global Asset Management (GAM) Operations team, you will be responsible for the upkeep of all RBC GAM's applications. You will be responsible for timely incident resolution and change implementation. You will also get involved directly or request coordination of resources from other technical teams in the group. Responsibilities You will be responsible for leading, mentoring and developing application support engineers and analysts You will be responsible for several software applications' primary operational support, and occasional weekend releases Participate in defining SLIs, SLOs and SLAs for Enterprise Systems Participate in dashboard and alerts creation and support, technical evaluations and provide recommendations Automate and streamline processes to produce sustainable systems and services Issue investigation and escalation to 3rd level support, such as Development Team, Infrastructure or Vendor, where required Gather and analyze metrics from both applications and infrastructure to assist in performance tuning and fault finding Proactively make recommendations to resolve technical system issues, improve system performance to advance our capabilities, anticipate client demands, and innovate for ongoing improvement Requirements 8+ years of experience in application support, production operations, software engineering or technology operations A minimum of 3-5 years of experience managing application support, production support, SRE, or technology operation teams Strong working experience with incident management and setting up monitoring alerts Experience working with scalable containerized systems in the public cloud (Azure, Red Hat OpenShift, HTTP and IP networking concepts) Nice to Have Strong hands on experience with SQL, application logs, APIs, middleware, batch scheduling and observability tools Experience working with scalable containerized systems in the public cloud (OCP and GKE/GCP) ITIL experience Project Management experience or PMO experience (product enhancements, facilitation) Benefits Exposure to strong mentorship and leadership examples A world-class training program in financial services Opportunities to be a valuable member of a close-knit, collaborative team that encourages networking A comprehensive Total Rewards Program including bonuses and flexible benefits