Job Description

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you\xe2\x80\x99re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title Manager, Major Incident Management

• Providing effective support to Group Technology and Infrastructure, Technology & Operations and RBC lines of business.
• Manage restoration of compromised IT systems through real-time command and control (C2).
• Point of contact for incident communication and escalation. Directing Subject Matter Experts (SME) in triage, stabilization, thereby returning IT systems to a functional state until a permanent solutions can be implemented.
• Work to triage, perform troubleshooting and incident response, communicate with SME technicians and track problems through to resolution.
• Investigate, track and document all issues and resolutions in detail to increase the knowledge base of the Global Operations Command Centre (GOCC) and is a record of the health of the system. RBC has a ServiceNow ticketing system that the GOCC Major Incident Manager is responsible for updating.
• Escalate the large or complex issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution as well as maintaining ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken and prepare post major incident resolution.
• Ensure to provide continual service improvement and build key relationships with stakeholders regionally and internationally

Job Summary RBC Investor & Treasury Services Malaysia is a processing center of operational excellence supporting 10 countries across three geographical time zones. The country employs a Global Operating Model to maximize efficiencies across times zones and supports a 24/5 operational capability.

As Manager, Major Incident Management (MIM), you will be responsible to restore any unplanned interruption or a reduction in the quality of an IT Service that has significant impact or demands urgency by the business/organization for service restoration.

You will be supporting APAC region with working hour starting at 7am or 10am including one working weekends. Flexibility is required to support business needs and other regions when the need arises.

Address: Cyberjaya, Selangor, Malaysia

City: MYS-SELANGOR-CYBERJAYA

Country: Malaysia

Work hours/week: 40

Employment Type: Full time

Platform: Technology and Operations

Job Type: Regular

Pay Type: Salaried

Posted Date: 2023-09-04

Application Deadline: 2023-09-18

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.

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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Royal Bank of Canada