Senior Technical Support Analyst

Opportunity

The Digital Applications & Infrastructure Operations team is seeking a Senior Technical System Analyst to drive operational excellence across our enterprise digital applications portfolio. This role is critical to maintaining and optimizing our multi-cloud infrastructure supporting 9 dependent applications. You will focus on application support and technical operations, ensuring seamless day‑to‑day operations and enabling development teams to deliver efficiently.

• Manage day‑to‑day support tickets for various digital applications, troubleshoot issues across multiple technology stacks (MongoDB, Elastic, OCP), and drive first‑contact resolution.
• Collaborate with development, QE, and product teams through regular technical calls to align architectural decisions, deployment strategies, and operational requirements.
• Coordinate with external vendors on technical issues, escalations, and support engagements; serve as technical liaison for third‑party integrations and platform updates.
• Raise and manage change requests (CR/CAB process), participate in implementation work, and ensure compliance with enterprise change management protocols.
• Support on‑call pager duty on a rotational basis, responding to production incidents and providing 24/7 operational support when required.
• Configure and maintain observability tools including Dynatrace RUM, Pager Duty alerts, Aternity monitoring, and Catchpoint synthetic scripting to ensure comprehensive system visibility and rapid incident detection.

Must have:

• Experience in system administration or operational support roles with proven expertise in technical troubleshooting and infrastructure management.
• Demonstrated proficiency in at least one scripting language (Python, Bash, Power Shell) and SQL for troubleshooting.
• Experience with monitoring/observability tools (Dynatrace, Pager Duty, or similar platforms).
• Excellent problem‑solving skills with the ability to diagnose complex technical issues, work under pressure, and communicate clearly with technical and non‑technical stakeholders.

Nice‑to‑have:

• Experience with No
  
  SQL databases (MongoDB) and search platforms (Elasticsearch/Elastic) in production environments.
• Certification in cloud platforms (Azure, Kubernetes).
• Hands‑on experience with container platforms (Open Shift/Kubernetes) and multi‑cloud environments (Azure, OCP).
• Experience with financial services or highly regulated industries.
• Knowledge of incident management and post‑mortem processes (ITIL foundations preferred).

• 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.

• Critical Thinking
• Customer Support Systems
• Group Problem Solving
• Installation Support
• IT Service Level Management
• IT Service Management (ITSM)
• IT Standards
• Technical Troubleshooting

Location:

RBC Centre, 155 Wellington St W, Toronto, Canada
Work hours per week: 37.5

Employment type:

Full time
Platform:
Technology and Operations
Job type:
Regular

Pay type:

Salaried