Job Summary

Job Description

What is the opportunity?

We are looking for an experienced Application Support Team Leader who will be responsible for leading a team of technical specialists across a range of vendor and internally developed financial applications covering early/late/day shifts and overnight/weekend on-call support.

You will be responsible for the prioritisation and delivery of incident and project work carried out by the team and expected to take the lead in detailed technical analysis and major incident resolution. You will also be required to perform technical functions to assist the team and resolve complex issues.

What will you do?

Lead the RBC Brewin Dolphin Application Support team (London and Newcastle) providing guidance and leadership for day-to-day activities, tactical solutions and strategic direction.

Ensuring that all SLAs, SLOs and KPIs are achieved, resolve all breaches and work with the Application Support Manager to produce monthly reports on all agreed targets for the team.

Act as the escalation point for any major issues impacting the delivery of application services. Chair and direct Major Incident bridge calls, manage communication to stakeholders, carry out root-cause analysis where appropriate, provide postmortem report and resolution remediation.

Engage the team in Continuous Improvement Programmes (internally and externally to the team) so that all aspects of the services provided are scrutinised, monitored, assessed, and enhanced internally and external to the team.

Train, coach and mentor Application Support staff, setting out clear progression paths and proactively seek to improve processes and procedures to increase efficiency and reduce the number of tickets coming into the team.

Manage personnel to ensure absence/leave is processed effectively and the Application team are adequately resourced.

Act as the Resource coordinator for the team on releases, incident fixes and changes that require the teams involvement.

Manage business escalations, ensuring that both internal and external client issues relating to supported applications are quickly and accurately resolved.

What do you need to succeed?

Must-have

ITIL Foundation 3/4 certificate or higher.

AZ-900 Azure Fundamentals.

A degree or equivalent in a computer related subject.

Formal management/business training.

Proven experience managing global cross-functional teams.

SQL, SSRS, PowerShell.

Nice-to-have

RPA (preferred).

What is 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.

Leaders who support your development through coaching and managing opportunities.

Opportunities to work with the best in the field.

Ability to make a difference and lasting impact.

Work in a dynamic, collaborative, progressive, and high-performing team.

Flexible working options fully supported.

Agency Notice

RBC Group does not accept agency resumés. Please do not forward resumés to our employees, nor any other company location. RBC Group only pay fees to agencies where they have entered into a prior agreement to do so and in any event do not pay fees related to unsolicited resumés. Please contact the Recruitment function for additional details.

#LI-SS2

Job Skills

Customer Service, Decision Making, Enterprise Application Delivery, Information Technology (IT) Infrastructure, Interpersonal Relationships, IT Systems Integration, System and Console Operations, System Applications, Systems Software

Additional Job Details

Address:

12 SMITHFIELD STREET:LONDON

City:

London

Country:

United Kingdom

Work hours/week:

35

Employment Type:

Full time

Platform:

WEALTH MANAGEMENT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-01-06

Application Deadline:

2025-01-20

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
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We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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