Remote Service Desk Support Analyst ensuring clients receive a best - in - class Service Desk experience at CDW. Communicating with end users and troubleshooting technical inquiries.
About the role
- Staff Engineer within RBC supporting critical systems for AI and innovation platforms. Leading technical initiatives and managing high-impact incidents in fast-paced engineering environment.
Responsibilities
- Own and operate backend services that power Lumina's AI/ML platforms, real-time analytics engines, and experimental customer-facing applications
- Operate the infrastructure components and provide tier 3 and 4 technical support that drive RBC Borealis' advances in artificial intelligence, machine learning, and data science initiatives
- Manage core services including large-scale data processing pipelines, model serving infrastructure, feature stores, and high-throughput API gateways
- Partner with innovation teams to ensure seamless integration of experimental technologies into RBC's enterprise architecture
- Lead engineering initiatives by example, mentoring team members and driving technical excellence across Borealis innovation projects
- Write, review, and optimize code that operates at enterprise scale within fast-moving innovation cycles
- Develop comprehensive documentation, capacity planning models, and operational runbooks for rapidly evolving systems
- Participate in on-call rotations and serve as an escalation contact for critical service incidents affecting Lumina's innovation platforms
- Drive post-incident reviews and implement systematic improvements to prevent recurrence in rapidly evolving systems
- Partner with stakeholder teams to establish and maintain service level objectives (SLOs) for experimental and production AI workloads
- Champion proactive monitoring, alerting, and automated remediation strategies for novel technology stacks
- Work closely with data scientists, ML engineers, and product teams to ensure reliable deployment and operation of AI/ML models and features
- Collaborate with enterprise security, compliance, and risk teams to maintain regulatory requirements while enabling rapid innovation
- Partner with Borealis platform teams to optimize infrastructure for AI workloads and experimentation velocity
- Interface with external technology partners and vendors supporting RBC's innovation initiatives
Requirements
- 7+ years of experience in production engineering, platform engineering, or similar roles supporting large-scale distributed systems or AI/ML platforms
- Proficiency in at least one of: Python, Go, or another high level programming language with demonstrated experience building production services that support data-intensive workloads
- Experience with container orchestration platforms (Kubernetes, OpenShift) and cloud-native architectures, particularly for AI/ML workloads
- Deep understanding of both analytical and transactional data stores from a data engineering platform perspective (e.g., PostgreSQL, MongoDB, Elasticsearch, Kafka, Redis, vector databases)
- Experience with CI/CD pipelines, infrastructure-as-code (Terraform, Ansible), and GitOps workflows supporting rapid iteration cycles
- Proven track record of operating mission-critical systems with high availability requirements in dynamic, fast-paced environments
- Experience with modern observability tools (Prometheus, Grafana, ELK stack) and distributed tracing for complex data pipelines
- Solid understanding of networking fundamentals, load balancing, and content delivery networks supporting high-throughput applications
- Bachelor’s degree in computer science, Engineering, or equivalent practical experience
Benefits
- Disability-related accommodations during the application process available upon request.
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