Senior Operations Analyst, Network Operation

Job Description

What is the opportunity?The Operations Analyst is responsible for monitoring and supporting all Royal Bank of Canada’s global network environment on a 24/7/365 days a year basis. As a member of the Telecommunications and Network Services Operations NOC, the Operations Analyst will be accountable for monitoring and providing technical support in event/incident/problem management, escalation, restoration of service, triage and maintain all services pertaining to RBC’s operations.

This role will require the Analyst to work effectively in both an independent and team-oriented environment.
What will you do?

Perform technical support and analysis on complex incidents/outages to minimize business impact and promptly restore service within Operational Service Levels (OLA’s) and Service Level Agreements (SLA’s)

Monitor/Triage all domestic and international Data Centers, Remote Offices, Wireless and their respective technologies

Ensure adherence to Change and Incident Management Policies/Procedures with appropriate backout instructions where applicable with respect to Service Level Agreements to our Client Base.

Escalate any major operational/systems problems to the appropriate 2nd Level support teams, management and key internal and external business partners.

Coordinates requests with IT support teams, identifying, tracking and resolving issues.

Detect, investigate, diagnose and recover anomalies across the production infrastructure.

Perform first level technical support based on the Incident Management Framework.

Allocate resources to ensure equipment & affiliated software is maintained to achieve high productivity at minimum cost.

Develop, document and maintain standardization initiatives to ensure consistency in support

Take opportunities to educate / train analysts based on real time occurrences

What do you need to succeed?
Must have:Technical Expertise

Understanding of Network based technologies and processes:
Cisco suite of products including Cisco SD-WAN, Switches, Firewalls, and F5 Load Balancers

Knowledge with Data, Voice and Wireless network technologies including associated hardware technologies

Advanced networking concepts:
VxLAN/VPLS/EVPN, DWDM concepts, F5 and Load Balance concepts (suspend/activate services)

Professional Competencies

Strong interpersonal and communication skills

Ability to communicate effectively with diverse stakeholders, from technical specialists to senior managers

Education & Certifications

Undergraduate degree/diploma preferably in Computer Information Systems or equivalent experience

Cisco Associate or Professional level certification on networking

Nice to have:SD-WAN & Network Technologies

Experience with Silver Peak SD-WAN technologies (configuration, management, troubleshooting)

Basic understanding of ATM platforms and setups (communication problems, modems, switches)

Technical Tools & Platforms

Familiarity with Service Now, Cisco Catalyst Center, and Net Brain

Automation & Development

Scripting and automation experience

ITIL Foundations, Lean Six-Sigma, A+ Certification

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

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

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Job Skills
Active Learning, Adaptability, Customer Service, Decision Making, Detail-Oriented, Group Problem Solving, IT Standards, Lifelong Learning, Long…