Lead Support Analyst, Grm Operational Risk

7 days ago

Cyberjaya, Malaysia Royal Bank of Canada Full time

**Job Summary**

**What is the opportunity?**

Our client is a specialist provider of asset services, custody, payments and treasury services. Founded in 1864, they are the 10th largest bank worldwide and the 5th in North America, as measured by market capitalization. They are among a small group of highly rated global banks and are recognized time and time again for our financial strength, market leadership and philanthropic work.

Our client has a processing centre of operational excellence supporting 10 countries across three geographical time zones employing a Global Operating Model to maximise efficiencies across times zones and supports a 24/5 operational capability. The objectives for Malaysia are to enhance the scalability of their global operations, improve service quality via their ‘centres of excellence’ and to implement/leverage standardised processes globally.

You will be part of GRM Operational Risk Management team and the Business Unit Operational Risk Management teams across the enterprise;** working hours of 8:00am - 5:00pm or 9:00am - 6:00pm.**

**What will you do?**
- Answer client queries and provide basic direction and training on common issues, including user access management
- Perform Level 1 & Level 2 support
- Perform root cause analysis, including duplication of the issue, in order to define the problem, and then share the document with members of the team
- Performs monitoring activities, including confirmation of scheduled reporting jobs and dashboard updates
- Triage product queues and prioritize issues according to their severity
- Provide feedback to supervisors and managers regarding processes that are unclear and need to be changed
- Promoting changes into the production environment
- Participate in project and team meetings; interacting and collaborating with team members
- Relay feedback to Product Managers so that the product can be improved

**What do you need to succeed?**

**Must-have**
- Typically 5-8 years of experience as Support Analyst.
- Excellent communication skills, both written & verbal
- Customer service mindset
- Experience routinely working with and switching between multiple technology systems
- Experience working with Excel to manipulate data
- Extremely detail oriented with the ability to manage and prioritize work
- Previous technical support experience or customer service experience

**Nice-to-have**
- Knowledge of SQL
- Experience with scheduling tools, such as Airflow
- Experience with reporting tools, such as Tableau
- Team-player, strong work ethic and a positive attitude
- Able to operate in a fast-paced environment

**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 performance based bonuses, flexible benefits, and competitive compensation.
- Leaders who support your development through coaching and managing opportunities.
- A world-class training program in financial services.
- A collaborative dynamic culture where personal initiative and hard work are recognized and rewarded.

**Job Skills**

Apache Airflow, Confluence Administration, Customer Service Management, Data Manipulation, Detail-Oriented, Incident Management, Incident Response, Issue Management and Remediation (IMR) Process, JIRA Tool, Level 1 Support, Management Reporting, Production Environment, Root Cause Problem Solving, Structured Query Language (SQL), Tableau (Software), Teamwork, Technical Support, Unix, User Account Management

**Additional Job Details**

**Address**:
PERSIARAN APEC:CYBERJAYA

**City**:
Cyberjaya

**Country**:
Malaysia

**Work hours/week**:
40

**Employment Type**:
Full time

**Platform**:
GROUP RISK MANAGEMENT

**Job Type**:
Regular

**Pay Type**:
Salaried

**Posted Date**:
2024-02-07

**Application Deadline**:
2024-03-01

**I**nclusion** 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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