Senior Manager Systems Support Analysis

Responsibilities

• Provide strategic oversight and operational leadership for Incident Management and regulatory compliance activities.
• Lead a high-performance team of Business Analysts and Business Support Associates, including mentoring and performance management.
• Manage day-to-day technology support operations, including ServiceNow ticket triage, troubleshooting, and Level 2/3 escalations.
• Oversee Root Cause Analysis (RCA) and drive remediation planning to enhance system stability and prevent recurrence.
• Ensure audit readiness and compliance with operational, regulatory, and risk control requirements.
• Define and drive the team's technology vision and executable roadmap for applications.
• Act as the primary escalation point for complex issues and communicate incident status to senior stakeholders.

Requirements

• 7-10 years of operational and technical work experience.
• Strong familiarity with ServiceNow and Incident Management practices.
• Knowledge of the regulatory environment governing payments, including Payment Canada standards, rules, and regulations.
• Excellent verbal and written English communication skills, with the ability to translate technical issues into business-friendly language.
• Proven ability to work in high-stress environments and manage multiple work streams simultaneously.
• Strong critical thinking skills and sound judgment for evaluating and resolving incidents.

Preferred Qualifications

• Working knowledge of Branch and/or Retail Business Banking Operations.
• Experience managing staff performance and fostering an inclusive, multicultural team culture.

Benefits

• Competitive rewards program including bonus, flexible vacation, personal, and sick days.
• Comprehensive benefits starting on day one.
• Upskilling opportunities through online courses, cross-functional development, and tuition assistance.
• Inclusive culture with access to various Employee Resource Groups (ERGs).
• Dynamic workspace with collaborative areas and community engagement opportunities.

About the Company

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families, and their communities achieve success through a broad range of advice, products, and services, including personal and commercial banking, wealth management, and capital markets.