RBC Brewin Dolphin - Application Support Team Leader
RBC
London, England, United Kingdom
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 resum s. Please do not forward resum s 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 resum s. 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: 2025-05-02 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 believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all. Join our Talent Community Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you. Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com . #J-18808-Ljbffr