Top Benefits
About the role
Job Description
What is the opportunity?
The Problem Manager will help resolve complex problems efficiently and effectively, minimizing downtime, reducing the impact on customers and stakeholders, and improving overall service quality and reliability. You will be responsible for leading Root Cause investigations and then driving the completion of follow-up tasks aimed at introducing improvements to IT environment.
What will you do?
- Provide Enterprise Problem Management investigation services and support to all pillars within the Tech Infrastructure groups within RBC and RBC group companies.
- Deliver Problem Management Operations and Root Cause Analysis Services to the global enterprise, ensuring quality and effectiveness
- Facilitate and lead a Major Problem Review on a weekly basis, and ensure all action items are tracked to delivery
- Accountable to deliver Root Cause Analysis facilitation and investigation services to the RBC Enterprise, on a global basis.
- Ensure quality and effectiveness in the delivery of Investigation and Resolution Services for Critical Business Facing Problems rooted in IT issues.
- Work with technical support teams to identify the root cause of incidents, and implement solutions or mitigation efforts of the root cause
- Communicate and/or train stakeholders who will interact with this new process across the enterprise
What do you need to succeed? Must-Have:
- 5+ years of experience in IT Problem Management
- Working knowledge of IT infrastructure and services, including a strong understanding of the risks associated with the platforms and related ITSM processes
- Strong root cause analysis skills, with experience conducting thorough investigations to determine the underlying causes of major problems, and identifying opportunities for improvement
- Previous experience identifying and assessing the scope, impact, and urgency of major problems, and determining the necessary resources and expertise required to resolve them
- Strong communication (verbal and written) skills, including strong relationship management; sound problem-solving, analytical, research, and quantitative skills
- Strong attention to detail
Nice To Have:
- Project Management experience
- Previous experience working with ITSM tools
- Bachelor’s degree in Engineering or Computer Science or equivalent.
- ITIL certification
- Banking experience
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
- Opportunities to do challenging work
#LI-POST
#TechPJ
Job Skills
Adaptability, Big Picture Thinking, Communication, Data Analysis, Detail-Oriented, Documentations, Effective Written Communication, Incident Investigations, Incident Management, Internal Reporting, Management Reporting, Problem Management, Problem Solving, Root Cause Investigations
Additional Job Details
Address:
885 GEORGIA ST W:VANCOUVER
City:
Vancouver
Country:
Canada
Work hours/week:
37.5
Employment Type:
Full time
Platform:
TECHNOLOGY AND OPERATIONS
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-09-29
Application Deadline:
2025-10-16
Note**:** Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
I****nclusion 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.
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 94,000+ employees who leverage their imaginations and insights to 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 our more than 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at www.rbc.com/community-social-impact.
La Banque Royale du Canada est une institution financière mondiale définie par sa raison d'être, guidée par des principes et orientée vers l'excellence en matière de rendement. Notre succès est attribuable aux quelque 94 000+ employés qui mettent à profit leur créativité et leur savoir faire pour concrétiser notre vision, nos valeurs et notre stratégie afin que nous puissions contribuer à la prospérité de nos clients et au dynamisme des collectivités. Selon la capitalisation boursière, nous sommes la plus importante banque du Canada et l'une des plus grandes banques du monde. Nous avons adopté un modèle d'affaires diversifié axé sur l'innovation et l'offre d'expériences exceptionnelles à nos plus de 17 millions de clients au Canada, aux États Unis et dans 27 autres pays. Pour en savoir plus, visitez le site rbc.com/francais
Nous sommes fiers d'appuyer une grande diversité d'initiatives communautaires par des dons, des investissements dans la collectivité et le travail bénévole de nos employés. Pour de plus amples renseignements, visitez le site www.rbc.com/collectivite-impact-social.
Top Benefits
About the role
Job Description
What is the opportunity?
The Problem Manager will help resolve complex problems efficiently and effectively, minimizing downtime, reducing the impact on customers and stakeholders, and improving overall service quality and reliability. You will be responsible for leading Root Cause investigations and then driving the completion of follow-up tasks aimed at introducing improvements to IT environment.
What will you do?
- Provide Enterprise Problem Management investigation services and support to all pillars within the Tech Infrastructure groups within RBC and RBC group companies.
- Deliver Problem Management Operations and Root Cause Analysis Services to the global enterprise, ensuring quality and effectiveness
- Facilitate and lead a Major Problem Review on a weekly basis, and ensure all action items are tracked to delivery
- Accountable to deliver Root Cause Analysis facilitation and investigation services to the RBC Enterprise, on a global basis.
- Ensure quality and effectiveness in the delivery of Investigation and Resolution Services for Critical Business Facing Problems rooted in IT issues.
- Work with technical support teams to identify the root cause of incidents, and implement solutions or mitigation efforts of the root cause
- Communicate and/or train stakeholders who will interact with this new process across the enterprise
What do you need to succeed? Must-Have:
- 5+ years of experience in IT Problem Management
- Working knowledge of IT infrastructure and services, including a strong understanding of the risks associated with the platforms and related ITSM processes
- Strong root cause analysis skills, with experience conducting thorough investigations to determine the underlying causes of major problems, and identifying opportunities for improvement
- Previous experience identifying and assessing the scope, impact, and urgency of major problems, and determining the necessary resources and expertise required to resolve them
- Strong communication (verbal and written) skills, including strong relationship management; sound problem-solving, analytical, research, and quantitative skills
- Strong attention to detail
Nice To Have:
- Project Management experience
- Previous experience working with ITSM tools
- Bachelor’s degree in Engineering or Computer Science or equivalent.
- ITIL certification
- Banking experience
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
- Opportunities to do challenging work
#LI-POST
#TechPJ
Job Skills
Adaptability, Big Picture Thinking, Communication, Data Analysis, Detail-Oriented, Documentations, Effective Written Communication, Incident Investigations, Incident Management, Internal Reporting, Management Reporting, Problem Management, Problem Solving, Root Cause Investigations
Additional Job Details
Address:
885 GEORGIA ST W:VANCOUVER
City:
Vancouver
Country:
Canada
Work hours/week:
37.5
Employment Type:
Full time
Platform:
TECHNOLOGY AND OPERATIONS
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-09-29
Application Deadline:
2025-10-16
Note**:** Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
I****nclusion 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.
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 94,000+ employees who leverage their imaginations and insights to 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 our more than 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at www.rbc.com/community-social-impact.
La Banque Royale du Canada est une institution financière mondiale définie par sa raison d'être, guidée par des principes et orientée vers l'excellence en matière de rendement. Notre succès est attribuable aux quelque 94 000+ employés qui mettent à profit leur créativité et leur savoir faire pour concrétiser notre vision, nos valeurs et notre stratégie afin que nous puissions contribuer à la prospérité de nos clients et au dynamisme des collectivités. Selon la capitalisation boursière, nous sommes la plus importante banque du Canada et l'une des plus grandes banques du monde. Nous avons adopté un modèle d'affaires diversifié axé sur l'innovation et l'offre d'expériences exceptionnelles à nos plus de 17 millions de clients au Canada, aux États Unis et dans 27 autres pays. Pour en savoir plus, visitez le site rbc.com/francais
Nous sommes fiers d'appuyer une grande diversité d'initiatives communautaires par des dons, des investissements dans la collectivité et le travail bénévole de nos employés. Pour de plus amples renseignements, visitez le site www.rbc.com/collectivite-impact-social.