Prod Services Senior Support Analyst

What is the opportunity?

This is an exciting opportunity to join a rapidly growing team supporting a stable but growing business at a major Global Bank. Working to support a growing Capital Markets organization, this candidate will join the existing hands of RTB (Run the Bank) production support team. This role is within the CBDT (Client Banking and Digital Technology) Production Services group based in Malaysia that covers portfolio of applications in the Client Technology space

Mission statement: Deliver Best-in-class service by providing the maximum level of system stability through efficiency, automation, capacity management and mitigation of risk.

What will you do

- Support the continuous evolution of the platform to automate manual processes / actions.

- Work closely and integrate with the CTB (Change The Bank) team to engage in collaborative agile based development
- Focus on the Service Transition phase of ITIL by driving adoption of the “Production Readiness / License to Operate” model
- Summarize and highlight important enhancements and proactively identify risks and business issues in JIRA and Archer
- Identify improvement opportunities proactively and drive project progress and benefits
- Leverage your strong written and verbal presentation skills including creating documentation in Confluence, PowerPoint and Excel (VBA and pivot charting a plus) to prepare senior management level content
- Coordinate disaster recovery, planning and execution. Update internal config management and risk systems.
- Maintain applications throughout the life cycle from concept to retirement across multiple tools.
- Access & Identity Management:

• Manage, track, and oversee Privileged Access Management (PAM), Privileged Account Inventory (PAI), and Access Manager activities for applications.
• Ensure compliance with access control policies and frameworks within financial regulations.
• Oversee Non-Personal IDs (NPIDs) lifecycle management, including provisioning, monitoring, and decommissioning.

- Regulatory & Compliance Governance:

• Ensure adherence to financial regulatory requirements, including managing findings from federal regulatory boards and internal/external audits.
• Implement security controls and access policies to align with compliance mandates.
• Provide timely responses to regulatory inquiries and audits related to identity and access management.

- Onboarding & Documentation:

• Manage all documentation related to access governance, security controls, and compliance.
• Oversee the onboarding of new applications, ensuring proper access control measures are in place.
• Collaborate with security teams to assess and document security risks associated with new applications.

- Risk Mitigation & Automation:

• Enhance efficiency through automation and capacity management to reduce manual intervention.
• Develop strategies for risk mitigation related to access control and privileged account usage.
• Monitor access logs, identify anomalies, and implement corrective measures.

- Security & Infrastructure:

• Experience with VPN setup, security systems, and certificate management for secure access.
• Implement infrastructure security measures to safeguard against unauthorized access.
• Monitor and manage system security controls to align with best practices and compliance standards.

- Technical Leadership & Team Collaboration:

• Acted as a lead support role, working closely with multiple teams on problem management, escalation handling, and system reliability.
• Collaborate with stakeholders, security teams, and application owners to enforce security best practices.
• Provide mentorship and guidance on access management and compliance-related matters.

Must Have

• Experience in 3+ years working in a Financial Technology or Capital markets technology role
• Proven experience with the principles of ITIL Incident Management, Problem Management and Change Management
• Knowledge of Application Support & Deployment
• Incident Management & Troubleshooting.  ITIL & Governance:
• Experience with RHEL Unix / Linux / Windows environments and basic scripting (Perl, Bash, Python, Powershell, batch). Experience working with Docker/Kubernetes preferred.
• Experience with MS SQL / Sybase or other equivalent relational database. Ability to write on the fly DB statements.
• Proven history building proactive application monitoring across all environments via ITRS Geneos, Nagios, AppDynamics, Dynatrace, Splunk, ELK, Grafana (or equivalent)
• Strong analytical/critical thinking with the implied ability to continuously multitask and manage priorities
• Nice to Have
• Experience with BMC Control M preferred, Autosys, Tidal or other batch scheduling platforms acceptable
• Solid DevOPS and automation foundation with related experience to our CI/CD technology stack (Bladelogic, Ansible, Elastic Stack, Splunk, Docker, PCF, Jenkins, Nexus, Git/GitHub, Maven, Fisheye, SonarQube)
• Disciplined approach to document all processes, issues and user stories in Confluence and Jira

Job Skills

Computer Operations, Customer Service, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, Standard Operating Procedure (SOP), System and Console Operations, System Applications, Systems Software

Additional Job Details

PERSIARAN IRC 2, IOI RESORT CITY IOI CITY TOWER ONE:PUTRAJAYAPutrajayaMalaysia40Full timeCAPITAL MARKETSRegularSalaried2025-12-112026-02-28

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.