Surveillance Technical Support Analyst

What is the opportunity?

This is an exciting opportunity to join a rapidly growing team supporting a stable but growing business at a major North American Bank. Working to support a growing Capital Markets organization this candidate will join an existing hands on RTB (Run The Bank) production support team. This role is within the CBDT (Client Banking and Digital Technology) Production Services that also covers surveillance platforms.

The overall aim of the team is to support communication surveillance technology operations, associated upstream/downstream applications and processes. Mission statement:
Deliver Best-in-class service by providing the maximum level of system stability through efficiency, automation, capacity management and mitigation of risk.

Maintain advanced technical and business knowledge of communication/surveillance systems to ensure ongoing support for the production Surveillance Platform and its dependent applications. Drive the continuous evolution of the platform by automating manual processes and actions. Develop a thorough understanding of key surveillance objectives and translate them into effective technical solutions that align with business needs. Collaborate closely with the CTB (Change The Bank) team and external vendors to execute agile-based development initiatives.

Champion the Service Transition phase of ITIL by implementing and promoting the Production Readiness and License to Operate model across the organization. Identify and communicate critical enhancements while proactively surfacing risks and business issues through JIRA. Seek out improvement opportunities and actively drive project momentum and benefits realization. Leverage strong communication and presentation abilities to create business stakeholder content using Confluence, PowerPoint, and Excel (including VBA and pivot table expertise).

Manage disaster recovery planning and execution while maintaining current internal configuration management and risk systems. Oversee applications throughout their complete lifecycle—from initial concept through design, implementation, and eventual retirement—across multiple platforms and tools.

Must Have:

• Demonstrated expertise in ITIL Incident Management, Problem Management, and Change Management principles.
• Proficiency with RHEL, Unix, Linux, and Windows environments, including scripting capabilities in Perl, Bash, Python, Power Shell, and batch scripting.
• Experience containerizing and orchestrating applications using Docker and Kubernetes.
• Strong background with relational databases such as MS SQL and Sybase, with the ability to write and optimize database queries independently.
• Proven track record establishing proactive application monitoring across multiple environments using industry tools including ITRS Geneos, Nagios, App Dynamics, Dynatrace, Splunk, ELK, and Grafana or equivalent solutions.
• Strong analytical and critical thinking skills with the ability to effectively multitask and prioritize competing demands in fast-paced environments.
• Demonstrate strong stakeholder management skills and a clear understanding of business requirements and objectives.

Nice to Have:

• Experience with surveillance management applications such as Smarsh Enterprise Conduct, Csurv, and Theatalake.
• Minimum three years of professional experience in Financial Technology or Capital Markets technology environments.
• Proficiency with BMC Control-M for batch scheduling, with experience in Autosys, Tidal, or equivalent platforms also acceptable.
• Deep knowledge of Capital Markets operations, including comprehensive understanding of sales tooling and CRM platforms.
• Disciplined and methodical approach to documenting all processes, issues, and user stories in Confluence and Jira to ensure clarity and traceability across teams.

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

• Analytical Thinking
• Analytical Thinking
• Application Monitoring
• Application Production Support
• Atlassian Confluence
• Auto Sys Workload Automation
• Banking
• Batch Scheduling
• Change Management
• Communication
• Computer Operations
• Customer Service
• Documentations
• Enterprise Application Delivery
• Group Problem Solving
• Incide