Scotiabank

Senior Manager Systems Support Analysis

Scotiabank • $100K — $130K *
Toronto, ON M3C 0E3In-Person
Information Technology
5 - 7 years of experience
2 weeks ago
Job Overview by Ladders

Qualifications

  • 7-10 years of operational and technical experience, particularly with ServiceNow and Incident Management practices
  • Ability to perform well under pressure with multiple priorities
  • Strong organizational skills to handle changing priorities effectively
  • In-depth understanding of banking processes and key business units
  • Excellent verbal and written communication skills in English
  • Knowledge of regulations governing payments, including Canadian standards
  • Strong critical thinking and sound judgment for incident evaluation and resolution

Responsibilities

  • Lead and mentor a team of Business Analysts and Support Associates
  • Define and implement the team's technology vision and roadmap
  • Serve as the primary escalation point for complex incidents and staffing decisions
  • Drive process improvements across systems and operations
  • Document and manage incident responses with updates to stakeholders
  • Conduct Root Cause Analysis to prevent future issues and improve system reliability
  • Oversee daily operations and ensure compliance with SLAs in technology support

Benefits

  • Diversity, Equity, Inclusion & Allyship initiatives fostering an inclusive workplace culture
  • Accessibility and workplace accommodations for all employees
  • Upskilling opportunities through online courses and tuition assistance
  • Comprehensive rewards program with flexible time off and health benefits starting on day one
  • Collaborative work environment with amenities such as free tea and coffee
  • Opportunities for community engagement and connection across teams
Full Job Description
Requisition ID: 261882

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.

Is this role right for you? In this role, you will:

  • 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.


Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

  • 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
  • Working knowledge of Branch and/orRetail Business Banking Operations is an asset.
  • Strong critical thinking skills
  • Sound judgement to evaluate and analyze information, and effectively resolve incidents


What's in it for you?

  • Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
  • Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
  • 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.
  • Dynamic Ecosystem - Free tea & coffee, universal washrooms, and lots of space for team collaboration.
  • Community Engagement - No matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs.


Location(s): Canada : Ontario : Toronto

Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

About Scotiabank

Scotiabankers are committed to helping individuals, companies, and communities to thrive in a changing world. From personal and business banking, brokerage, and insurance, to private wealth, and the most sophisticated commercial, corporate and institutional services, they serve the diverse needs of some 21 million customers in more than 55 countries. Founded in 1832 in Halifax, Nova Scotia, their growth has always been fuelled by the success of their customers and their longevity secured by an unshakable commitment to carefully and expertly managing risk and capital. That focus on doing what's right for customers—short- andlong-term—has made us a global financial services leader. Headquartered in Canada, they are over 86, 000 Scotiabankers strong. Each of us are committed to being the best at understanding their customers' needs and all of us working together to deliver practical advice and relevant solutions that help their customers become financially better off.

Scotiabank Careers

Join Scotiabank, a premier financial institution, and become part of a diverse and inclusive team that’s leading the way in global banking. At Scotiabank, we offer more than just job opportunities; we provide a platform for professional growth and innovation in the financial services industry.

Work You’ll Do

At Scotiabank, we’re not just filling positions; we’re cultivating leaders. Dive into a workplace where diversity training and leadership development shape the path to your future. Our commitment to professional growth is evident in our robust training programs and continuous learning opportunities that foster innovation and strategic thinking.

Explore a World of Opportunities

Whether you’re looking for a full-time position, an internship, or a leadership role, Scotiabank has a spectrum of opportunities to fit your career ambitions. Our team is composed of individuals who bring a wealth of skills and perspectives to our company, driving us forward with their creativity and strategic insights.

Innovative Work Environment

Scotiabank’s culture is one of collaboration and respect, where each team member’s contribution is valued. Engage in meaningful work that challenges you to leverage your skills and push the boundaries of what’s possible in the banking sector. Our innovative projects not only support the growth of the company but also ensure our position as a leader in the industry.

Benefits and Growth

Choosing a career at Scotiabank means opting for a life of growth and opportunity. Our employees enjoy competitive benefits, including comprehensive health coverage, retirement plans, and flexible working conditions, all designed to support your career and personal life. We believe in nurturing our team’s potential by providing them with the tools they need to succeed both professionally and personally.

Join Our Team

Ready to take the next step in your career? Explore the job opportunities at Scotiabank by searching our open positions that match your skills and interests. We are continuously hiring and looking for passionate, curious, and solution-driven team players.

Networking and Professional Development

Stay connected and advance your career through Scotiabank’s extensive networking opportunities. Participate in events that connect you with other professionals and leaders within the industry. Our career resources will help you prepare your resume, ace your interviews, and land the job that best suits your career goals.

Stay Ahead

Keep up to date with the latest in career tips, industry insights, and company news—all from the people who work here at Scotiabank. Personalize your experience by subscribing to job alert emails tailored to your preferences and be the first to know about new openings and exciting developments. Join Scotiabank and be part of a team that values integrity, respect, and accountability. Discover how your career can flourish in an environment committed to your professional development and personal growth.
Learn more about Scotiabank
Size
90,619 employees
Market Cap
$57.5 billion
Industry
Finance & Insurance
5 Year Trend
+7%
NASDAQ
BNS
* Ladders Estimates

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