Job Directory Senior Support Lead

Senior Support Lead
New York, NY

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Job Description

What is the opportunity?

The purpose for this role is to lead the FI Rates Cash support team in New York and provide functional and technical support for Fixed Income applications.

The application support lead will be responsible for working with the team members to monitor applications, resolve problems, identify areas of improvement, and own Change/Problem management process. The lead will enforce that the enterprise procedures are followed to provide stable technology platform. The lead will directly face the business users from US Rates, Credit and Swaps desks.

What will you do?

* Ensure highest quality of support for clients/users of applications for Trading and Risk management systems.
* Provide technical, functional and procedural guidance to team members.
* Liaise with internal development teams and external vendors to resolve support issues of Fixed Income Cash and Derivative applications
* Demonstrate strong leadership of team, quick coordination of resources to resolve IT production incidents.
* Ensure logging of support incidents, hold Problem Review Meetings (PRMs) and track action items to closure.
* Provide regular updates and status to all stakeholders on open issues.
* Ensures systems delivered to production environments meet enterprise quality requirements. Facilitate rollout of software components in production.
* Pro-actively prepare for planned maintenance over weekends, DR exercise and all major roll-outs.
* Work with business users from US Rates Desk, Swap Desk and Credit Desk.
* Provide feedback to senior management to improve enterprise process.

What do you need to succeed?


* 7+ years of experience in IT. Minimum 5 years of experience in financial industry.
* Prior in-depth experience in implementing and supporting large-scale production systems.
* Working knowledge of UNIX and Windows;
* Some knowledge of a programming languages like C++, scripting languages like Perl and databases like Sybase, SQL Server
* Create and assist in performing various types of test plans & cases
* Prior experience of leading global support team with onsite -offshore experience.
* Knowledge of Fixed Income cash and derivative trading activities (Pricing, contributions & STP), market data feeds and knowledge of applications such as Bloomberg, Trade web, ICAP and Espeed is highly desirable.
* Knowledge of Fixed Income products with particular focus on Pricing, P&L and Risk for FI Cash and Swaps products.
* Experience of working with the business users, middle office and back office users


* Understanding of ITIL processes.
* Master's degree in Computer Science/Mathematics

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
* 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

About RBC

Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 84,000+ employees who bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada's biggest bank, and one of the largest in the world based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to more than 16 million clients in Canada, the U.S. and 34 other countries. Learn more at

We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at

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Inclusion and Equal Opportunity Employment

RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.


City: New York

Address: 200 Vesey Street

Work Hours/Week: 40+

Work Environment: Office

Employment Type: Permanent

Career Level: Experienced Hire/Professional

Pay Type: Salaried

Required Travel (%): 0-25

Exempt/Non-Exempt: Exempt

People Manager: No

Application Deadline: 08/31/2019

Req ID: 191050

Ad Code(s): None

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