Director, QTS Fixed Income Production Services

What is the opportunity?

We are seeking an experienced and highly motivated Production Services Leader in the fast-paced Capital Markets, QTS, Fixed Income Production Application Support team.

The successful candidate in this role will possess a great attitude, and operate with a mindset of urgency, ownership, initiative, communication, service, and partnership.

This position will own delivery of Production Application Support services to the Fixed Income Business, acting as the Regional Production Services lead for the Canadian region, partnering with peers across New York, London and Asia deliver 24x7, 365 world class service, leveraging ITIL IT Service Management principles of Event, Incident, Problem and Change management and serving as the primary escalation point for any issues impacting the production environment in the region.

The ideal candidate should have strong capital markets front office experience and serve as face-off to Business, Development, Infrastructure and IT Risk & Governance teams.

If you meet the above requirements and are ready for a new challenge - we would like to speak with you!

What will you do?

• The successful candidate will be an experienced, confident leader of multiple teams of production support analysts in Canada, the U.K, the United States and Asia, providing world class, 24x7 support, ensuring the highest levels of service for Fixed Income Clients and applications across Rates, Credit, XVA, Commodities & Futures trading businesses.

• Will operate as a Player/Coach, bringing to the table a mix of hands-on technical experience, FI business knowledge, people leadership, project and communication skills, developing deep knowledge of RBC applications, architecture, up and downstream flows.

• Manage Production, acting as an escalation point for operational teams on a 24x7 basis, leading the team in incident response, problem management, and root cause analysis.

• Will be a self-starter, owning day-to-day operational support services, driving production Stability, Reliability and Service Excellence.

• Employ a data-driven approach to driving production stability via metrics and reporting, continuous improvement, partnering closely with Application Development teams and external vendors in driving Production Stability and Continuous improvement.

• Ensure accurate capture of support incidents and service requests, manage change, conduct Incident and Problem Review Meetings (PRMs) and track action items to closure.

• Drive efficiencies and cost savings through the implementation of tools and process improvements and organizational and operational efficiency.

• Provide leadership and subject matter expertise to team members.

What do you need to succeed?

Must Have:​

• 10+ years of experience in IT. With strong knowledge of Capital Markets including Fixed Income Products ((FX, Cash, Rates Derivatives, Structured Products, Commodities and Futures, Credit, counterparty and market risk); knowledge of Fixed Income trading activities (Pricing, booking, execution, live risk, market risk, etc.), market data feeds and knowledge of applications such as Murex, Openlink, XTP, Risk and Pricing systems is highly desirable.

• Minimum 5 years Supervisory / Management / team leadership experience in technology support of Capital Markets front office trading and related functions; track record of strong people leadership, coaching and development.

• Strong people leadership, organizational strategy, project management, negotiation, and time management capabilities; demonstrably excellent Major Incident Manager, leading from the front and serving as a field general during a crisis.

• Strong sense of partnership and collaboration across CTB and aligned technology functions.

• Ability to prioritize and manage the book of work / problems / open issues from trading desks and work across IT and external vendors to capture, track, status update and drive issues to resolution; excellent verbal and written communication skills and good temperament, with the ability to face off to challenging trading clients.

• Solid knowledge of and practical experience in implementing ITIL Service management practices (Event, Incident, Problem and Change management)

  • Working knowledge of Database, Linux, Windows operating systems, Networks and basic infrastructure.

  • Working knowledge of underlying infrastructure and interoperability (servers, storage, network, middleware)

  • Good Knowledge of enterprise scheduler and monitoring service management platforms (i.e. Control-M, Geneos, Tableau and Service Now)

  • Experience in IT Risk, Governance, Control and Compliance from an RTB perspective.

Nice to Have:

• Knowledge of Shell/Perl/Python Scripting, Oracle/Sybase/SQL Server, SQL Queries, Database Performance Tuning.

• Working knowledge Confluence, Release Management Tools (GitHub, Ansible, Jenkins)

• Experience in DevOps and cloud technology (AWS, GridGain)

• Experience to support MQ, SOLACE and RV/RMDS.

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.

• Flexible work/life balance options.

• Opportunities to do challenging work.

ROAR - 603093820

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