Senior Manager Systems Support Analysis

Scotiabank • Toronto, ON

2d • Onsite

About The Position

The Senior Manager is responsible for the strategic oversight and operational leadership of Incident Management and regulatory compliance activities. This includes ensuring timely, secure resolution of incidents by mobilizing appropriate resources and communicating effectively with senior stakeholders in a clear, business-oriented manner. In addition to incident response, the Senior Manager leads day-to-day technology support operations, including oversight of ServiceNow ticket management, triage, queue monitoring, and troubleshooting. This role ensures consistent Cheque Technology Service Delivery, and after hour support adherence to SLAs, and continuous improvement in support practices. The Senior Manager plays a key role in enhancing the stability and reliability of technology platforms and associated business processes. This includes guiding data collection, conducting incident trend analysis, and overseeing Root Cause Analysis to identify systemic issues and implement preventative measures that protect business continuity.

Requirements

• 7-10 years operational and technical work experience – familiarity with Service Now, Incident Management Practices operating systems, Manager IT knowledge
• Proven ability to work in high stress environments, with multiple work streams requiring attention within short periods of time
• Excellent organizational skills and the ability to manage changing priorities.
• Thorough knowledge of Bank processes
• Thorough knowledge of Bank’s major/key business units
• Excellent verbal and written English communication skills are essential
• Knowledge of the regulatory environment governing payments, including Payment Canada standards, rules and regulations
• Ability to communicate incident status quickly and clearly via email in business-friendly language
• Excels in working not only within a team environment, but also excels in self-driven work
• Strong critical thinking skills
• Sound judgement to evaluate and analyze information, and effectively resolve incidents

Nice To Haves

• Working knowledge of Branch and/orRetail Business Banking Operations is an asset.

Responsibilities

• Lead a team of high-performance Business Analyst and Business Support Associates.
• Mentoring and supporting staff level (6-7), ensuring team readiness and performance.
• Define and drive team’s technology vision and an executable roadmap for your applications
• Acting as the primary escalation point for complex issues and approving critical resource decisions, including time-off requests and scheduling.
• Driving process improvements and supporting the implementation of changes across systems, technology, and operations.
• Representing the team in critical forums and contributing insights that influence business strategy and operational priorities.
• Promotes diversity and inclusion by cultivating a collaborative, multicultural environment across global teams, including Scotiatech and cross-border support functions.
• Leads end-to-end Incident Management, ensuring thorough documentation, stakeholder updates, and continuous improvement through service quality and incident matrix playbooks.
• Oversees Root Cause Analysis and drives remediation planning to prevent recurrence and enhance system stability.
• Manages daily technology support operations, including ServiceNow ticket triage, troubleshooting, and Level 2/3 escalations, ensuring SLA compliance.
• Guides and supports team members in ticket handling, scope clarification, and coordination with IT&S partner groups.
• Leads self-directed enhancement projects and continuous improvement initiatives focused on service excellence and operational efficiency.
• Oversee production health checks activities, ensuring system integrity and recovery readiness.
• Provides senior-level backup for management duties, including time-off approvals, schedule governance, and team escalations.
• Manages staff performance, development, and engagement, fostering a high-performance and inclusive team culture.
• Ensures audit readiness and compliance with operational, regulatory, and risk control requirements, maintaining documentation and controls aligned with enterprise standards.
• Embeds risk awareness into daily operations, aligning with Scotiabank’s Values, Code of Conduct, and Global Sales Principles.
• Drives customer satisfaction through proactive service leadership and continuous feedback integration.

Benefits

• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Free tea & coffee, universal washrooms, and lots of space for team collaboration.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed